Managing Service Organizations

• The program aims to help participants learn different dimensions of service management and ways to effectively manage it which would lead to customer satisfaction in service sector organizations.

• Fundamentals of Service Management
• Understanding Quality and Service Quality improvement tools
• Digitization of Services
• Servicescape and Service Blueprint
• Service Analytics
• Services as a Product
• Pricing of Services
• Managing Service Personnel
• Service Innovation and Design
• Designing and implementing service strategy
• Service Failure and Recovery
• Achieving Service Excellence
• Best Practices in Service Management

'The program is primarily designed for executives working in the service sector, consultants, and executives working in other functional areas where service delivery is critical to success.

1. Registration fees include the following:

   For all the participants:

   • Classroom sessions
   • Reading material
   • Registration kit
   • Internet and Library access
   • Hard Copy Certificate for Course Completion at the end of the programme

   Residential participants:

   • Single occupancy AC rooms in the MDP hostel
     Check-in and check-out time: The earliest check-in time 3.00 pm (one day before program commencement
     The latest checkout time is 10.00 am (one day after program completion)
   • Tea, breakfast, Lunch, dinner in working hrs.

   Non Residential participants:

   • Breakfast, Working Lunch, tea & snacks

2. Refund policy

   Fees once paid can be adjusted for 1 financial year against future nominations only. In case a course is canceled on account of inadequate participation or any other unforeseeable reasons, the participants will be informed of the cancellation by e-mail or Fax and the fee will be refunded. IIM Mumbai will not be liable for any other expenses incurred by the company or the participant. Any transaction fee will not be refunded.

3. Individual Registration

   If you wish to register & make payment, please click here Register

4. Company-sponsored / Bulk Registration:

   • In the case of company-sponsored candidates, please share the nomination list and GST details to program@iimmumbai.ac.in for invoice generation.

     Download the INVOICE DETAILS FORM

   • Note: Discount is applicable for 5 or more participants from same organization against invoice.