Service and Operations Management Services and Value Chain Processes are our Business

Services and Value Chain Processes are at the heart of the Competence Centre for Service and Operations Management (CC SOM). An interdisciplinary team of 13 experts, we conduct research and offer advice and support to corporations and other institutions on their path to attaining service and operations excellence. We are committed to, and enthusiastic about, passing on our practice-based knowledge in our education and continuing education programmes.

Expertise

Grafik Kompetenzen

Service Operations Management

The thematic area at the centre of Service Operations Management is concerned with the design of value chain as well as goods and service processes in corporations and networks. Specifically, this includes:

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- Process management (process design) 
- Value management in networks 
- Supply chain management 
- Service solutions and smart services 
- Operational business excellence 

 

Service Design

The thematic area of Service Design is dedicated to the process of designing service provision, with specific focus on the following topics:

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- New service development / service engineering
- Mindful service design
- Value co-creation
- Service transformation and service-oriented business models

 

Customer Centric Management

Customer-Centric Management is all about putting the customer at the centre of one’s business while developing and maintaining efficient processes. Specifically, this includes:

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- Customer relationship management
- Customer experience management
- Customer journey and customer touch point management

Service Marketing Management

Attaining excellence in service provision is a core ambition in the thematic area of Service Marketing Management, which focuses on the following topics:

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- Service marketing design and planning
- Operational service management
- Quality management for services
- Service culture

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The Competence Centre for Service and Operations Management team comprises the following experts. 
People

Research

Research always yields practical benefits.
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Continuing and Executive Education

Our vision is to involve participants so as to facilitate sustainable learning and development processes. In practice, we realise this aspiration through our MAS and CAS programmes, seminars and in-house training courses. We also offer assessor trainings, talks, keynote addresses and training workshops.
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Consulting

While providing advice and guidance, the members of the Competence Centre are always eager to learn themselves. Previous projects include:

- Process analysis for an IT services provider 
- Consulting for the development of a retail company’s network strategy 
- Multi-channel strategy for a solution provider in the home and kitchen sector
- Development of a communication and marketing plan for a hospital 
- Image analysis for a local authority
- Location marketing for a region 
- Customer satisfaction survey for a mobility provider
- Change management consulting for an industrial firm 
- Series of positioning workshops for a bank 
- Development of in-house training for a firm in the tourism industry
- Implementation support for the EFQM model

 

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