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                         Course Outline (.PDF 246kb)


FRIDAY, 25 AUGUST 2017 * 9:00AM to 5:00PM

Most school administrators or managers are thrown into the deep end of the pool of designing and managing a service operations facility, without any formal training. As a result, they resort to adopting techniques from other organizations, without much purposefulness. The course will introduce concepts that are relevant to service delivery but are often unknown or neglected by the administrators.

This one-day will put science in the delivery of services. Rather than using age-old and commonly-used techniques in service delivery, this course provides the principles and the best practices in managing service operations in schools -- from designing the system to implementing it.

Discussions will include key strategic and tactical challenges faced by service operations managers, understanding your customers and relationships, managing their expectations and perceptions, operationalizing service quality through a well-designed servicescape, and special topics such as queue management and driving continuous service improvement which will make a difference on your bottomline!

 ​ Limited Seats Only, Pre-Registration Required    REGISTER NOW Avail of
  the Group DISCOUNTS

   Contact Person: Shannon Sardua
   Manila lines (+632) 556-8968 or 69
 Manila Telefax (+632) 842-7148 or 59
   Cebu lines (+63 32) 512-3106 or 07
   Baguio line (+63 74) 423-5148
   Legazpi line (+63 52) 736-0148
    Check:    ____________________________
   Seminar Investment is P9,580
   inclusive of Meals, Resource Kit, &
   Certificate of Attendance
Course Director & Lecturer: Edwin P. Santiago - He is a renowned practitioner in the area of service operations management for schools. At De La Salle University, he held the positions Vice President for Administration, Associate Vice Chancellor for Academic Services, and University Registrar. In those capacities, he has supervised several academic service offices including the Office of Admissions and Scholarships, the Office of the University Registrar, the Information Technology Center, and The Libraries; the various facilities management offices; various campus service offices, such as the Procurement Office, Health Services Office, General Services; and the Office of Personnel Management, University Security Office and the University Safety Office. In all these offices, he introduced innovations that modernized the delivery of services. His advocacy is helping schools in improving service delivery.

Who Should Attend:

         • School Owners
         • School Board
         • Administrators
         • School Management
         • School Registrars
         • Security Managers

    All decision makers involved
in school operations.

This seminar is open to
the General Public
Business World Online International Chamber of Commerce Tri-ISys Forbes College

Best Practices in Service Operations Management for Schools

EDSA Shangri-La Hotel, Mandaluyong City, Philippines
9:00am to 5:00pm, Friday, August 25, 2017

Course Outline

1. Understanding service operations management

      1.1 Key strategic and tactical challenges of managers
      1.2 The service concept
      1.3 Different types of processes
      1.4 Service strategy

2. Knowing your customers

      2.1 Understanding your customers
      2.2 Customer types
      2.3 Managing customer relationships

3. Managing customer satisfaction

      3.1 Perception-expectation gap
      3.2 Managing expectations and perceptions

4. Operationalizing service quality and excellence

      4.1 Service quality factors
      4.2 Hygiene and enhancing factors
      4.3 Service culture
      4.4 Service performance management

5. Designing the customer experience

      5.1 Servicescape
      5.2 Front-office operations
      5.3 Back-office operations
      5.4 Customer journey
      5.5 Customer experience analysis
      5.6 Capacity management

6. Special topics relevant to schools

      6.1 Queue management
      6.2 Bottleneck management
      6.3 Continuous service improvement
      6.4 Driving operational improvement

SEMINAR FEE PER PERSON: P 9,580 (Fee covers Meals, Resource Kit, Certificate of Attendance)


Less 5% for early registrants (on registrations made on or before July 25, 2017)
Less 5% for early payment (if made on or before August 15, 2017)
Less 5% for group registration (minimum of 3 participants)

REGISTER NOW to avail of Early Payment and Group DISCOUNTS
Share |
Download: Flyer - Black&White (.PDF 406kb)
                         Course Outline (.PDF 366kb)