Management of Goods & Services

Course contents
  • Overview, definitions, processes, program structure
    Management of Services
    - Definition and Classification
    - Development of the service product, service concept, service strategy
    - Management of the Customer Interface: Design and management of the service process, Service encounters: customers, employees, service environment
    - Service quality, definition, meausrement, and optimization
    Product management
    - Classifications, attributes, functions, benefit
    - Product innovation management
    - New product development process
    - Planning of new products
    - Development and evaluation of the product concept
    Program Management
    - Objectives, tasks, decision levels
    - Product life cycle
    - Strategies, measures, and monitoring in program management