We have seen the wave of ‘Information Age’ in recent times and have started witnessing the ‘Service Age’ now. While the product has still the importance of all strategies, the emphasis has now shifted to ‘Services’ as it has become the real differentiator in the marketplace. The recent examples are Global Delivery Centres by corporates such as Tata Motors, Maruti Nexa showrooms or Reliance Jio shops specifically designed to serve the specialized products. It will be the customer-facing employees will make the real difference in this age.
Due to increasing contribution of the service industry in GDP (approximately 60 %) of the world, it is necessary to understand the critical success factors of various sectors in the service industry by management professionals. In the U.S., approximately 82% of the labor force and 80% of the GDP are accounted for by services. Virtually every organization has a significant service component in the US.
Why Service Management?
In Service Management, the area of emphasis is an integrated collection of topics designed to provide the unique skills and knowledge required to succeed in the Service Economy. This emphasis is especially valuable for those who plan to work in a management or professional capacity in the service sector, including professional service organizations (e.g. law, accounting), customer service departments, call centers, help desks, insurance, etc.
In today’s global business scenario, expanding your knowledge and expertise in Service Management is vital to career and success. The Service Sector covers a huge pie of economy not only in India but globally and has much higher cumulative growth rate than other core sectors such as Agriculture, Manufacturing, etc. Services organizations have unique characteristics that challenge managers as they are supposed to manage resources in an intelligent manner, as they mainly deal with people and directly interact with the customers. Many functions are shifting from manufacturing to the Service sector rapidly. Hence the Service Sector is in growing need of smart managers. This MBA Course in Services Management provides students with the concept, models and tools & techniques to effectively manage Service Operations. Thus, pursuing MBA programme in Service Management which is Pune University (SPPU) specialization provides a most promising career option in present scenario and for upcoming years.
Services are required not only in various service sectors but in various categories and income level of the consumers. Therefore, the challenge lies in satisfying, delighting and enchanting the customer to improve service loyalty. This will give remarkable footprint in the minds of the customer to improve customer loyalty in the particular Service Providing Organisation. The challenge lies in understanding the voice of the customer and accordingly meeting the customer demand. The ever-increasing competition and technology in the field are making a customer more aware of the availability of services and resources.
As per S.P. Pune University syllabus the specialisation covers important topics of Services Business Management such as Understanding various aspects of Services, New Revolution in Services, Service Expectation, Service Product, Service Life Cycle, New Service Development, Relevance of branding, Services Mix Elements, Pricing for Services, Promotion of services, Physical Evidences of services, Service Environment, Market Analysis and Segmentation, Service Design, Consumer in Service Industry, Relationship Marketing, 7S Framework, Lifetime value of customer, Customer relationship management strategies, Customer delight, Customer loyalty, Research in Service Industry, Services Performance Management, etc.
MBA in Service Management
At IICMR, we strategically offer a variety of exposure to students to hone their knowledge in Services Management by giving them various opportunities. IICMR conducts workshops on related subjects such as Service Industry, GST, IT returns, reading of balance sheets, primary and secondary markets and how share market operates, the impact of demonetization, etc. IICMR also organizes initiatives such as ‘Udaan’ where students run the show for full 2 days and get an opportunity to do marketing, make business cases, run stalls where food and goods are sold, present workable solutions, poster competitions, learn competitive techniques, etc. Other initiatives such as Faculty Development Programmes (FDPs), International and National Level Case study and Technical Paper presentations expose students to global and Industry best practices, interactions with Industry and Subject Matter Experts (SMEs) and Executives. Student gets hands-on learning in industries through Summer Intern Projects (SIPs) and practical projects. Special Service Industry visits are planned to see the operational working.
IICMR has Memorandum of Understanding (MOUs) with Rotary Club, National Institute of Personnel Management (NIPM), Project Management Institute (PIM), Pimpri-Chinchwad Municipal Corporation (PCMC), etc., to give expert knowledge and exposure to business operations at the hands of Senior Level working professionals to aspiring students. These are unique opportunities for students to make their career more meaningful. We at IICMR, strive to see that students become employable and career oriented.
Why Study Service Management at IICMR?
IICMR and its management had taken initiative in designing the latest curriculum of Pune University specialization in ‘MBA in Services Management’. We had conducted FDPs in Services Business Management specialization for other colleges and Institutes. IICMR ensures that professors, classes and fellow students are of the highest quality. Dr. Abhay Kulkarni (Director, IICMR) and Dr. Sudhir Hasamnis(Adjunct Faculty, IICMR) have written a book on ‘Services Business Management’.
IICMR ensures principle-based education in the business school, resulting in a high standard of ethics in our students.
Service Management Careers
- Team Leads
- Service Design professionals
- Marketing Communications Managers
- Advertisement specialists
- Service Quality Managers
- Customer Service Manager
- Call Centre Managers and Executives
- Project Managers
- Hospitality Professional
- Facility Services Manager
- Human Resources Professionals
- Global Delivery Centre Professionals
- Content Management
- Market Analysts
- Research Analysts
- IT Service Professionals
- Services Desk Management
- Enterprise Risk Management
- Floor Managers
- Service Advisors