Build strategies to deliver value, enhance service quality, and innovate across customer-focused sectors

Most management frameworks come from manufacturing. But here’s the thing- service sector firms operate under a completely different set of rules. The value is intangible. Quality is often subjective. And the service is produced and consumed at the same time.

This is where the Effective Management of Service Sector Firms programme steps in. Designed specifically for professionals managing customer-facing businesses, the programme addresses the real-world challenges that service sector firms face; from inconsistent service quality to poorly designed delivery systems.

This isn’t about generic management theory. It’s about applying grounded, tested frameworks tailored to service sector management, so that your decisions aren’t just informed, but impactful.

Programme Objectives

Managing a service sector business means navigating intangibility, variability, and unpredictability, and still delivering consistent value. This programme helps participants:

• Understand the unique nature of service sector management and how it differs from manufacturing.
• Apply frameworks specifically designed for the management of service sector firms to real- life business decisions.
• Strengthen service quality by identifying core problems and addressing them using practical, proven tools.
• Build a strategic foundation for service design and innovation that aligns with both customer needs and business goals.

Programme Contents

This isn’t just academic. Every session is anchored in lived challenges that service sector firms grapple with.

1. Managing Service Quality

Learn to measure and manage service delivery using tools like ServQual, adapted to your business model. Understand what service quality actually means in practice and how to enhance it in customer-facing environments.

2. Service Design and Innovation

Design effective service packages that deliver real value. Discover how service innovation and design can give your business an edge by translating the intangible into something your customers can trust.

3. Service Analytics & Technology Innovation

Dive into service technology innovation. Use data, automation, and AI to streamline service operations and elevate customer experience. This isn’t about buzzwords- it’s about results./p>

4. HRM in Service Sector Management

Your front line is your brand. Explore HRM systems that drive performance, motivation, and accountability in service teams. Learn to manage human complexity where measurement isn’t always easy, but impact is immediate.

5. Psychology of Service: Managing Perceptions During Wait Time

Service delays are inevitable. But perceptions can be shaped. Get into the psychology of waiting time and learn how to design experiences that keep customers engaged- even when things don’t move fast.

6. Service Business Models & Innovation

One service. Many models. Discover how service sector business models can be redesigned for scalability, relevance, and sustained growth. This module blends strategy with innovation, showing how even small shifts in delivery can lead to big gains.

Pedagogical Methods

Using a mix of case studies, in-depth lectures, and collaborative problem-solving, the programme ensures every participant walks away with tools they can immediately use in their workplace. Whether it’s tackling customer retention or redesigning operations, the approach is always applied and actionable.

Why Choose IIMA for this Service Management programme?

This service management programme is built by faculty who understand the nuances of customer- focused industries. With IIMA’s proven track record in executive education and expertise in service analytics and innovation, you’re learning from those who shape industry thinking.

What this really means is: you're not just attending a course. You're transforming how you lead, decide, and deliver in the service industry.

Eligibility

This service sector programme is built for mid to senior-level professionals, entrepreneurs, and decision-makers across industries like:

• Healthcare
• Technology
• Telecom
• Media &Entertainment
• Hospitality & Tourism
• Logistics & Transportation
• Banking and Financial Services
• E-commerce & Consumer Services
• Legal, Real Estate, and Consulting
• Educational Institutions
• Start-ups and SMEs in service sectors

If you're driving service operations management, improving service quality, or steering innovation in your business - this programme is for you.

Programme Faculty

Led by faculty with deep expertise in service sector management, the programme is anchored in both research and on-ground realities. The faculty chair brings hands-on experience in guiding service firms through innovation, quality enhancement, and strategy redesign.

FAQs

Q: Will it help if I’m from a non-traditional service industry?
A: Absolutely. The tools and frameworks taught are adaptable across sectors - from traditional services to emerging digital-first businesses.

Q: What is the duration of the course?
A: The programme is designed to provide the learning experience over a structured timeline of four days.

Q: How can I apply?
A: Fill out the enquiry form below and one of our Academic Counsellors will get in touch with you to help you with the programme information and application.

Q: What is the programme fee?
A: The programme fee is INR 1,36,000 plus applicable GST.

Q: Is there any discount available?
A: Yes, an early bird discount is available. The discounted fee is INR 1,26,480 plus applicable GST for those who enroll before the specified deadline.

Managing service quality isn’t just about fixing problems - it’s about building systems that work. Join the programme and take your leadership further.