Service Operations (part of the MC3 of Diploma in Business Practice (Customer Relationship & Service Management))
About This Course
This is part of Modular Certificate in Service Operations (MC3) of Diploma in Business Practice (Customer Relationship & Service Management).
This module consists of 30 hours of training.
What You'll Learn
1. Implement the various service-related strategies by applying analysis to understand the challenges in managing service operations.
2. Improve customer satisfaction and service efficiency by applying the key principles in managing service operations.
3. Differentiate the key operations strategies with respect to balancing the two objectives of customer satisfaction and efficient use of resources in service operations.
4. Analyse and solve problems in a service environment by using Bitner model, Maister Law of Queue Psychology and motivation theories.
Entry Requirements
Applicants with any of the following qualifications are invited to apply for the course:
1. Minimum of 3 GCE ‘O’ Level credits, including English, Mathematics and at least 1 year of relevant working experience;
2. NITEC with GPA ≥ 3.5 OR
GPA ≥ 3.0 and at least 1 year of relevant working experience;
3. Higher NITEC with GPA ≥ 2.0 OR
GPA ≥ 1.5 and at least 1 year of relevant working experience;
4. NITEC in Services / Technology with GPA ≥ 3.5 and at least 1 year of relevant working experience;
5. Higher NITEC in Services / Technology with GPA ≥ 2.0 and at least 1 year of relevant working experience;
6. Relevant WSQ Advanced Certificate (or higher), and at least 1 year of relevant working experience and Workplace Literary & Numeracy (WPLN) at Level ≥ 6.
7. Others - At least 2 years relevant work experience (subject to interview/assessment).
Recognition of Prior Learning (RPL)
Applicants who do not meet the entry r