ABOUT THE COURSE
Service is the key economic engine for most developed countries and also for emerging economies like India. This course focuses on the interdisciplinary nature of Service Management seamlessly spanning Marketing, Operations, Technology and People Management. New Service Business Models will be explored that seek to balance People, Planet concerns with Profit objectives.
COURSE INSTRUCTOR
Dr. Jayanta Chatterjee is a Professor in the Industrial Management Engineering Department as well as at the interdisciplinary Design Program, Indian Institute of Technology, Kanpur and a visiting Professor at Design Factory, Aalto University, Finland and School of Management, Asian Institute of Technology, Thailand.He is a graduate in Electrical Engineering from Jadavpur University and a PhD in Strategy and Technology management from IIT Delhi. Professor Chatterjee seamlessly moves between corporate and academic assignments as an erudite hands- on practitioner and a rigorous teacher-researcher. He has 15 years of experience in management teaching and research, and 28 years of top management experience in Sales, Marketing, Brand and Customer Equity management across different countries. Currently his research teaching, advisory services focus on Product Service Systems, Business Model Innovation and Creative Renewal.
Homepage: www.iitk.ac.in/ime
CERTIFICATION EXAM
The exam is optional.
Exams will be on 6 September 2015 and 13 September, 2015.
Time: 1pm-4pm
The list of cities where the exam will be conducted will be available in the registration form.
Registration URL: Announcements will be made when the registration form is open for registrations, most likely in July 2015. The online registration form has to be filled and the certification exam fee of Rs 1000 needs to be paid.
CERTIFICATE
Certificate will be given to those who register and write the exam. Certificate will have your name, photograph and the score in the final exam. It will also have the logos of NPTEL and IIT Kanpur. It will also be e-verifiable on the nptel.ac.in/noc website.
SYLLABUS OUTLINE
Duration |
Module 1 |
Module 2 |
Module 3 |
Module 4 |
Module 5 |
Module 6 |
Week 1 |
What is Service? |
Evolving Service Markets |
The Service Customers |
Product Service Systems |
The Service Act |
Seamless Service |
Week 2 |
Service Management Elements |
Core Vs. Supplementary Services |
Intangibility of Services |
Response to IHIP Challenges |
Process & |
Process Issues in Service |
Week 3 |
Challenges of Services-1 |
Service Uniqueness-2 |
Consumer in the Services Flow-1 |
Service Consumer Behaviour-2 |
Customer Co Creation of Services-1 |
Customer Co Creation of Services-2 |
Week 4 |
Positioning the Service Offering |
Important Vs. Determinant attributes |
Positioning & Brand Creation |
Positioning Maps |
Designing & Managing Service as a Process |
Balancing Demand & Capacity |
Week 5 |
Service Logistics & Service Channels |
E-Services |
Service Failure |
Service & the New Media |
Service Recovery |
Integrating People & Process for Service Leadership |
Week 6 |
Pricing Fundamentals |
Pricing Fundamentals |
Service Pricing |
Service Pricing |
Revenue Management |
Revenue Management |
Week 7 |
Managing Service Productivity |
Managing Service Productivity |
Developing the Relation Focused Service Excellence |
Developing the Relation Focused Service Excellence |
Customer as Co-creator |
Customer as Co-creator |
Week 8 |
Service Entrepreneurs |
Service Professionals |
Service Business Models |
Service Business Models |
Service Globalization |
Creating Customer focused Service Leadership |
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