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Latest revision as of 13:47, 17 May 2012
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
