Enhancing Service Through People and Technology

• Understand the concept of service culture and its significance in organizational success.
• Explore different types of organizational cultures and their impact on service delivery.
• Examine the role of employees in shaping service quality and customer satisfaction.
• Analyze strategies for delivering service quality through effective people management.
• Recognize the importance of customer participation in service co-creation.
• Evaluate the role of self-service technologies in enhancing customer experiences.
• Develop strategies for enhancing customer participation and engagement.
• Identify challenges related to inventory capability and capacity management in service organizations.
• Analyze waiting line strategies to optimize customer experiences and operational efficiency.
• Apply theoretical concepts to real-world case studies to deepen understanding and problem-solving skills.

• Define and differentiate between service culture and organizational culture, identifying how each influences service delivery.
• Gain insights into the critical role of employees in delivering quality service and maintaining customer satisfaction.
• Develop strategies for recruiting, training, and empowering employees to enhance service quality and customer experiences.
• Understand the importance of customer engagement and co-creation in service delivery and develop tactics to encourage customer participation.
• Be proficient in assessing and managing inventory capability and capacity constraints to meet customer demands effectively.
• Learn various waiting line management strategies to minimize customer wait times and optimize resource utilization.
• Analyze and interpret real-world case studies to apply theoretical knowledge to practical scenarios, fostering critical thinking and decision-making abilities.
• Equipped with the skills necessary to identify, analyze, and address challenges related to service quality, customer satisfaction, and organizational culture.
• Develop a comprehensive understanding of the interplay between service culture, employee roles, customer participation, and organizational success.
• Be prepared to contribute effectively to service-oriented organizations through their understanding of service culture, employee engagement, and customer-centric strategies.
• Assess appropriate solutions for the challenges presented, while practicing humanistic, ethical, and moral values in real-life situations
• Develop project management skills to efficiently plan and execute projects
• Make judgment and make decisions, based on the analysis and evaluation of information and work scenarios.
• Predict and cater to own learning needs relating to the assigned task/work by accessing appropriate learning resources.
• Pursue self-paced and self-directed learning.

The academic approach of the course focuses on ‘work-centric’ education. With this hands-on approach, derive knowledge from and while working to make it more wholesome, delightful and useful. The ultimate objective is to empower learners to also engage in socially useful and productive work. It aims at bringing learners closer to their rewarding careers as well as to the development of the community.

• Step 1: Learners are given an overview of the course and its connection to life and work
• Step 2: Learners are exposed to the specific tool(s) used in the course through the various real-life applications of the tool(s).
• Step 3: Learners are acquainted with the careers and the hierarchy of roles they can perform at workplaces after attaining increasing levels of mastery over the tool(s).
• Step 4: Learners are acquainted with the architecture of the tool or tool map so as to appreciate various parts of the tool, their functions, utility and inter-relations.
• Step 5: Learners are exposed to simple application development methodology by using the tool at the beginner’s level.
• Step 6: Learners perform the differential skills related to the use of the tool to improve the given ready-made industry-standard outputs.
• Step 7: Learners are engaged in appreciation of real-life case studies developed by the experts.
• Step 8: Learners are encouraged to proceed from appreciation to imitation of the experts.
• Step 9: After the imitation experience, they are required to improve the expert’s outputs so that they proceed from mere imitation to emulation.
• Step 10: Emulation is taken a level further from working with differential skills towards the visualization and creation of a complete output according to the requirements provided. (Long Assignments)
• Step 11: Understanding the requirements, communicating one’s own thoughts and presenting are important skills required in facing an interview for securing a work order/job. For instilling these skills, learners are presented with various subject-specific technical as well as HR-oriented questions and encouraged to answer them.
• Step 12: Finally, they develop the integral skills involving optimal methods and best practices to produce useful outputs right from scratch, publish them in their ePortfolio and thereby proceed from emulation to self-expression, from self-expression to self-confidence and from self-confidence to self-reliance and self-esteem!