ASI2200 ASI Operations Development (4 Modules)
ASI2200 ASI Operations Development (4 Modules)
Price: $696.00
Unit name
Operations Development Cert III
Unit Duration
The time taken to complete this Unit will be 40 hours
Unit Code
ASI2200
Unit Purpose
In this Unit you will study the following Modules:
201
Product Development
To develop an appreciation of the importance of good product planning and its place in the establishing of a professional and high quality service business.
To understand the principles involved in effective product introduction and to be able to apply these principals in practice.
To develop an understanding of product support requirements and its relation to providing quality service to customers
To develop an appreciation of the importance of good product planning and its place in the establishing of a professional and high quality service business.
To understand the principles involved in effective product introduction and to be able to apply these principals in practice.
To develop an understanding of product support requirements and its relation to providing quality service to customers
202
Organisational Structures
To develop an understanding of organisational structure and how to choose the right structure for a particular type of operation. This Unit will also focus on the characteristics of various types of service operations and their relationship with service efficiency.
To focus of the characteristics of various types of service operations and their relationship with service efficiency.
Issues related to particular behaviours within an organisation.
To be able to identify any weaknesses in an organisation's approach to product support, and be able to influence, or implement changes as a consequence of the principals and processes learned with respect to product support.
To develop an understanding of organisational structure and how to choose the right structure for a particular type of operation. This Unit will also focus on the characteristics of various types of service operations and their relationship with service efficiency.
To focus of the characteristics of various types of service operations and their relationship with service efficiency.
Issues related to particular behaviours within an organisation.
To be able to identify any weaknesses in an organisation's approach to product support, and be able to influence, or implement changes as a consequence of the principals and processes learned with respect to product support.
203
Organisation Behaviour
To understand the factors influencing behaviour in the operations environment and how a customer focused business may be developed.
To develop an understanding of organisational cultures and how staff react in different situations along with the skills required for managing a range of staff issues.
To understand the factors influencing behaviour in the operations environment and how a customer focused business may be developed.
To develop an understanding of organisational cultures and how staff react in different situations along with the skills required for managing a range of staff issues.
204
Information Systems
To Understand the role of information management systems in the service environment.
To Understand the role of information management systems in the service environment.
Unit Objectives
201
Describe service requirements related to
the product planning process
Explain the product introduction process
Describe the concept of Life-Cycle planning
Explain the importance of product support arrangements in the planning process
Explain the process of product introduction
Explain the purpose of ALPHA and BETA trial process
Identify the critical issues in product introduction
Describe the relationship between service support and product introduction
Identify potential problems and their causes within the product introduction process
Identify typical product support structures
Describe the respective roles and skill sets required at each level in the product support cycle.
Explain the feedback processes required
Describe the use of support systems in the information flow
Explain the relationship of product support to customer service.
Explain the product introduction process
Describe the concept of Life-Cycle planning
Explain the importance of product support arrangements in the planning process
Explain the process of product introduction
Explain the purpose of ALPHA and BETA trial process
Identify the critical issues in product introduction
Describe the relationship between service support and product introduction
Identify potential problems and their causes within the product introduction process
Identify typical product support structures
Describe the respective roles and skill sets required at each level in the product support cycle.
Explain the feedback processes required
Describe the use of support systems in the information flow
Explain the relationship of product support to customer service.
202
To identify the factors that influence
the type of organisation adopted
To develop the concept of a service model
To establish the role of third party operators
To explain the interaction with other equipment manufacturers (OEM's)
To explain how multi-vendor servicing can be integrated into a service business
To describe the role of supplier/service provider.
To develop the concept of a service model
To establish the role of third party operators
To explain the interaction with other equipment manufacturers (OEM's)
To explain how multi-vendor servicing can be integrated into a service business
To describe the role of supplier/service provider.
202.2
To identify typical product support
structures
To describe the respective roles and skill sets required at each level in the product support cycle
To explain the feedback processes required
To describe the use of support systems in the information flow process
To explain the relationship of product support to customer service.
To describe the respective roles and skill sets required at each level in the product support cycle
To explain the feedback processes required
To describe the use of support systems in the information flow process
To explain the relationship of product support to customer service.
203
To identify the issues relating to
organisational structures and behaviour
To understand the influence of an organisation's culture on behaviour and to determine its impact on business
Describe the factors influencing staff behaviour in a service environment
Identify the requirements a customer focused organisation]
How to recognise and understand the health of the service operation.
To understand the influence of an organisation's culture on behaviour and to determine its impact on business
Describe the factors influencing staff behaviour in a service environment
Identify the requirements a customer focused organisation]
How to recognise and understand the health of the service operation.
204
To determine the needs for
information management systems
Describe the principal platforms for real-time information management systems
Describe the role of a service management system
To identify the activities which require real time management control
Describe the purpose and role of performance data gathered by the service management system
Explain the return of investment requirements for investing capital in a service management system.
Describe the principal platforms for real-time information management systems
Describe the role of a service management system
To identify the activities which require real time management control
Describe the purpose and role of performance data gathered by the service management system
Explain the return of investment requirements for investing capital in a service management system.
Unit Topics
201
Service requirements
Planning a product launch
Life-Cycle Planning
Product introduction
Product support
Product management
Alpha/Beta trial process
Product support requirements
Sales and marketing issues
Product support structures
Skill sets required
Feedback systems
control systems
Information flow, documentation, bulletin board
Data bases
Obsolete products.
Planning a product launch
Life-Cycle Planning
Product introduction
Product support
Product management
Alpha/Beta trial process
Product support requirements
Sales and marketing issues
Product support structures
Skill sets required
Feedback systems
control systems
Information flow, documentation, bulletin board
Data bases
Obsolete products.
202
Centralised VS Decentralised
External environment
Reviewing the organisation structure
The service model
Third party servicing
OEM service support
Supplier/Service provider
Multi vendor servicing
Establishing a service operation
Dimensioning a new organisation.
External environment
Reviewing the organisation structure
The service model
Third party servicing
OEM service support
Supplier/Service provider
Multi vendor servicing
Establishing a service operation
Dimensioning a new organisation.
202.2
Product support
infrastructure
Customer expectations vs Investment
Consultative services
Product support operations
control systems
Product support roles
Obsolete products
Strategy planning
Organisation Culture
Technology
Training.
Customer expectations vs Investment
Consultative services
Product support operations
control systems
Product support roles
Obsolete products
Strategy planning
Organisation Culture
Technology
Training.
203
Types of organisation
Characteristics of organisation structures
Organisation Physiology
Symptoms of deficient organisations
Stress analysis
Organisation focus- people orientation vs Business operation
Human behaviour analysis
Interpersonal behaviour
Organisation conflict.
Characteristics of organisation structures
Organisation Physiology
Symptoms of deficient organisations
Stress analysis
Organisation focus- people orientation vs Business operation
Human behaviour analysis
Interpersonal behaviour
Organisation conflict.
204
Information Systems market
Systems structure
Design criteria
Management tool
Capital investment
Service management systems in operation.
Systems structure
Design criteria
Management tool
Capital investment
Service management systems in operation.
Unit Outcomes
201
The principal learning
outcomes will include an appreciation of the role of
product planning in achieving a successful business
result and the importance of the service delivery
system. Participants will also have gained a good
understanding of the product planning, introduction, ,
and support requirements.
Participants will have developed a full appreciation of the key issues involved in product introduction and how to develop the necessary processes to ensure that all the relevant operations and marketing issues are properly addressed.
Participants will also develop a very clear appreciation of the consequences of unprofessional product introduction
Participants will be able to identify any weaknesses in their organisations approach to product support and influence or implement changes as a consequence of the principals and processes learned with respect to product support.
Participants will have developed a full appreciation of the key issues involved in product introduction and how to develop the necessary processes to ensure that all the relevant operations and marketing issues are properly addressed.
Participants will also develop a very clear appreciation of the consequences of unprofessional product introduction
Participants will be able to identify any weaknesses in their organisations approach to product support and influence or implement changes as a consequence of the principals and processes learned with respect to product support.
202
To be able to understand the
complexities in creating an efficient and cost effective
organisational structure that is customer focused.
202.2
Participants will understand
the importance for establishing a professional product
support structure which is team based with full
accountability.
203
Development of the
principals and techniques for creating the right
organisation for a particular business. Participants
will also have acquired the level of knowledge for
making sound decisions with respect to being able to
establish a service organisation and to ensure that
existing structures satisfy both current and future
needs.
Participants will have developed an understudying of organisational cultures and how staff react in different situations along with the skills required for managing a range of staff issues in an operations environment.
Participants will have developed an understudying of organisational cultures and how staff react in different situations along with the skills required for managing a range of staff issues in an operations environment.
204
Participants will have
gained an understanding of the role of information
management systems in the service environment along with
characteristics and features of various systems
Participants will also be able to determine their particular needs and make constructive inputs to service management systems planning processes.
Participants will also be able to determine their particular needs and make constructive inputs to service management systems planning processes.
ASI Number : 2200
Assignments : 31
Course Code : ASI2200
Qualification : Certificate III
On Line : Yes
Distance Learning : Yes
Pre Requisite : Nil