The Customer Centric Service Management ‘Master Class’ & Mobile Reference

Live Expert In-Person Facilitation led by Ian M. Clayton
On-Demand Access to Replay of Sessions
Attend any Scheduled Service Management ‘Town Hall’
Perpetual Access to Mobile Reference (iPad/Android) – Free Updates
45 Days of Personal Mentoring and Support
One Registration – Any Number Can Attend Live Sessions
Bring four friends or peers – attend free!
Existing owners of Guide to USMBOK – claim price paid discount!
List Price: $ 995.00 USD

Select any image for more information on some of the topical areas this class and accompanying tablet ‘app’ covers:

This course provides a comprehensive understanding of latest service management thinking, how to apply the methods used by today’s most successful service businesses to design an improved, agile service delivery and support strategy that is customer centric.

The course does this by uniquely combining the original concepts and proven methods of service management as designed by product marketing, with outside-in (customer centric) thinking and performance excellence principles, to demonstrate how to establish a continuous improvement program to pursue operational and service excellence.

From a pure service management perspective, the course details the elements of a service management system, the key roles and responsibilities within a service organization, and how to identify and avoid the common pitfalls of traditional (IT) service management approaches. It provides often missing ‘how-to’ methods to define problems and their impact on stakeholders, and combines these with CAPA guidelines, and agile thinking, to rapidly translate issues into opportunities for improvement.

Also included in the course are methods to inspect, map and improve the customer experience on a case-by-case basis, how to identify and manage critical ‘moments of truth’ that are the basis for success and value, and how to determine the relationship between these and the internal work effort to target greater efficiencies.

The course also includes guidance on how to approach transform an organization from one focused primarily ion infrastructure (service, process and resources) into one centered on customer outcomes, the customer experience, and levels of customer satisfaction.

This course includes the following list of learning modules:

  • Module 00: Welcome and Introduction
  • Module 01: The Digital Age and Experiential Economy
  • Module 02: The Management Imperatives
  • Module 03: The Traditional IT Approach – IT Service Management
  • Module 04: Introduction to Universal Service Management Body of Knowledge (USMBOK)
  • Module 05: Service Management Related Knowledge Areas
  • Module 06 and 06a: Principles of Service Management Parts 1 and 2
  • Module 07: The Service Management Manifesto™
  • Module 08: The Service Management Reference Model
  • Module 09: The Magic Number ‘42’
  • Module 10: Outside-In Thinking
  • Module 11: The Service Management Framework
  • Module 12: The Service Product
  • Module 13 and 13a: The Service Management System Parts 1 and 2
  • Module 14 and 14a: The Supporting Lifecycles Parts 1 and 2
  • Module 15 and 15a: The Service Provider Organization Parts 1 and 2
  • Module 16: Service Management Knowledge Domains (Roles) and Knowledge Areas (Competencies)
  • Module 17: The Workforce Management System
  • Module 18: The Consumer Management System
  • Module 19 and 19a: The Performance Excellence System Parts 1 and 2
  • Module 20: Applying an Outside-In Service Management Approach to Continuously Improve Performance
  • Module 21: The Service Management Town Hall

Upon successful completion of this course, you will be able to:

  • Think, plan and act ‘customer first’, and select and apply universal service management best practices from the outside-in to manage the customer experience and better focus and target operational improvements;
  • Understand why traditional process improvement, capability maturity led initiatives fail and the key indicators you and your organization might be thinking ‘inside-out’, and the strategies to avoid;
  • Describe the origins of service and service management theory, and communicate what ‘service management’ is to customer communities and stakeholders within an organization;
  • Understand the principles of customer centricity, service experience management, and how to measure and manage customer satisfaction levels;
  • Explain the relationship between customer interactions, moments of truth and the internal work effort of a service provider organization;
  • Describe the purpose of a service management system and its constituent components and the elements of a basic service provision model, and service management framework;
  • Describe the responsibilities of the seven key roles within a service organization;
  • Describe proven techniques for designing, inspecting and improving customer interactions and the service experience, and relate these to drivers of internal work effort and costs;
  • Understand how to establish the organizational roles and functional backbone required to support a service management initiative;
  • Apply outside-in and agile thinking to continuous improvement program designed to enable and support a customer centric service strategy and the pursuit of operational and service excellence;
  • Formulate an approach for immediate used to transform an organization from one focused on managing infrastructure, to delivering true value based upon a combination of a superior service experience, and the achievement of successful customer outcomes.
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