SDEB024 Иновативни стратегии в сферата на услугите (Breakthrough Strategies in Service)
Анотация:
The course is designed to equip participants with innovative approaches to enhance service delivery and drive organizational success. Through a blend of theory, case studies, and practical exercises, participants will explore cutting-edge strategies and develop the skills needed to transform service experiences. The course covers topics such as design thinking, digital transformation, employee engagement, ethical practices, and emerging trends. By the end of the course, participants will be well-prepared to lead service innovation within their organizations and adapt to the dynamic service landscape.
Преподавател(и):
Момчил Тодоров
Описание на курса:
Компетенции:
Acquired skills upon course completion:
- Design Thinking: Participants will learn how to apply design thinking principles to identify customer pain points and create innovative solutions.
- Digital Transformation: Understanding how technology can transform service delivery and enhance customer experiences.
- Service Quality Management: Strategies for maintaining high service quality and balancing efficiency and effectiveness.
- Employee Engagement: Techniques for fostering a culture of innovation among service teams.
- Ethical Practices: Building trust with customers through ethical service delivery.
- Predictive Analytics: Using data analytics to optimize service processes and resource allocation.
Предварителни изисквания:
Basic computer skills and working English proficiency
Форми на провеждане:
Редовен
Учебни форми:
Лекция
Език, на който се води курса:
Английски
Теми, които се разглеждат в курса:
- Understanding the importance of innovation and strategic thinking in service industries.
- Applying design thinking principles to identify customer pain points and create innovative solutions
- Service Blue Ocean Strategy - exploring how to create uncontested market space in service sectors
- Customer journey mapping and touchpoint analysis
- Leveraging customer insights to design exceptional service experiences
- Case studies of companies that transformed their services through digital channels
- Service Recovery and Customer Retention - dealing with service failures and turning them into opportunities
- Techniques for fostering a culture of innovation among service teams
- Innovative Pricing Models in Services beyond traditional pricing: subscription models, freemium, and value-based pricing
- AI Service Metrics and Performance Measurement - Key performance indicators (KPIs) for service organizations; - Benchmarking and continuous improvement.
- Exploring how to tailor services to individual customer preferences while maintaining efficiency - Implementing AI-driven personalization techniques
- Global Service Expansion Strategies - navigating cultural differences and regulatory challenges
- Agile Service Delivery - applying agile methodologies to service processes
- Rapid prototyping, iterative improvements and adaptive service design
- Leveraging blockchain technology for secure and transparent service transactions - case studies of blockchain adoption in service industries
Литература по темите:
- Brown, A. (2024). Blockchain and Trust in Service Transactions. Journal of Service Research, 30(2), 145-160.
- Chen, L., & Patel, R. (2023). Agile Service Delivery: Adapting to Change in a Dynamic Environment. Harvard Business Review, 98(6), 78-92.
- Garcia, M., & Lee, H. (2024). Customer-Centric Service Design: A Practical Guide. Journal of Service Management, 42(3), 215-230.
- Smith, J. R. (2023). Innovations in Service Delivery: Strategies for the Digital Age. New York, NY: Academic Press.