Singapore

Course runs for two months. Module 1: Capturing Value in Modern Service Economies Module 2: Technology in Service: Service Robots, AI & Platform Business Models Module 3: Managing Customer Loyalty – The Wheel of Loyalty Module 4: Customer Centricity – Strategic Complaint Management, Service Recovery & Customer Feedback Systems Module 5: Service Quality – The Gaps Model & Customer Service Process Redesign Module 6: Three Strategic Pathways to Cost-Effective Service Excellence (Dual Culture Strategy, Focused Services Strategy, OM Strategy and Integration) Module 7: Productising Services & Branding the Service Experience & Building a World-Class Service Organisation

Class dates: Module 1: People Management (25 Mar, 1 Apr, 8 Apr, 15 Apr 2023) Module 2: Cultural Intelligence & Business Negotiation (6 May, 13 May, 20 May, 27 May 2023) Module 3: Operations (1 Jul, 8 Jul, 15 Jul, 22 Jul 2023) Module 4: Strategic Management (5 Aug, 12 Aug, 19 Aug, 26 Aug 2023) Module 5: Business Ethics & Corporate Governance (9 Sep, 16 Sep, 23 Sep, 7 Oct 2023)