Excerpts from the Book:
‘Service management involves a wide range of skills depending on the level of management concerned.

Traditionally service managers advance to a supervisory or managerial responsibility either as a result of proven technical skills, or leadership abilities exhibited in the course of performing a technical role.  New managers are often thrust into leadership or management roles without acquiring the necessary management skills.

There is a fundamental flaw in this approach, which is most evident in the service industry today, as many managers do not possess the required business knowledge for making the critical decisions that impact on service operations.

The aim of this course is to address the key elements for managing a professional and profitable business, and to develop an understanding of the necessary tools for building and managing a successful service operation.

Applications of the principals covered in the various Modules will also enable the service manager or supervisor to be more proactive in demonstrating essential leadership in the macro decision-making process.

Too often service managers are caught up with the reactive management of their daily operations with minimal comprehension of the business decision issues, which impact on the future direction, and survival of the business.

An appropriate ‘Industry & Service Management Training” program is considered vital to the development of the necessary service management skills a manager will need in this environment.

In addition, sales and marketing staff who needs general understanding of operations issues will gain a very good appreciation of the characteristics of service.  This is extremely important for sales staff who carry responsibility for selling service to customers.

Operations staff that is considering their career path will benefit from gaining a straightforward insight into the principles for developing and operating a successful business’.