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