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Created by Adminsske on 13 May 2012, at 22:44

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Part I - Fundamentals

  • Unit 1: Unified Services Theory Basics
  • Unit 2: Services Fundamentals: Planning
  • Unit 3: Services Fundamentals: Execution
  • Unit 4: Understanding Non-Services (manufacturing)

Part II - Service Business Strategy

  • Unit 5: Identifying Strategic Opportunities
  • Unit 6: Identifying Strategic Threats

Part III - Managing Service Processes

  • Unit 7: Cost Issues
  • Unit 8: Human Resources Management
  • Unit 9: Marketing in Services
  • Unit 10: Production and Inventory Control

Part IV - Service Quality and Value

  • Unit 11: Defining Service Quality
  • Unit 12: Challenges in Delivering Service Quality
  • Unit 13: Service Recovery
  • Unit 14: Measuring Service Quality and Productivity

Appendices available online

  • Appendix B on Flowcharting and Service Blueprinting

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