Master of Business Development
Serviceledelse som konkurrencekraft
Få et praksisnært og strategisk blik på service som en afgørende drivkraft for både kundeoplevelse og forretningsudvikling.
About the course
Formål
Dette kursus giver dig et praksisnært og strategisk blik på service som en afgørende drivkraft for både kundeoplevelse og forretningsudvikling. Du får indsigt i servicebegrebets udvikling og dets fremtid samt konkrete perspektiver på hvordan servicebaserede forretningsmodeller kan styrke organisationens position, herunder hvordan transformation fra produkt til service kan skabe ny værdi.
Dit udbytte
- Definere et specifikt service ledelsesproblem og dets afhjælpning i både teori og praksis – relateret til rekruttering, on-boarding, daglig ledelse og/eller løbende forbedringer.
- Anvende teorier og modeller som analyseredskaber og dataindsamlingsramme mhp. at sikre bedst mulig validitet – hvor skal der samles data i kunderejsen, og hvilke touchpoints er væsentlige?
- Kunne reflektere kritisk over hvordan man analyserer og designer service processer og leverancemodeller – er det i de for kunden synlige processer, eller de bagvedliggende?
- Identificere situationer og rammer for udvikling af servitization-baserede service forretningsmodeller i en organisations transformation fra produkt til service.
Beskrivelse
Ledelse i og af serviceorganisationer indebærer et særligt fokus på medarbejderne, der direkte eller indirekte møder kunderne, klienterne, borgerne som aftagere af organisationens services. Kurset tager afsæt i danske cases og bogen ”Kundeheltene” til at koble strategi med praksis.
Temaer
- Kundeheltene som model og analyseredskab – dansk baseret model udviklet med baggrund i 20+ danske cases
- Grundbegreberne i serviceledelse og marketing
- Hvordan man identificerer muligheder for værdiskabelse vha. services
- Servicekvalitet og service recovery paradokset
- Fastholdelse af kundeorientering (customer centricity) i servicebaserede forretningsmodeller
- Transformation af servicebaserede forretningsmodeller i et øko-system perspektiv
- Muligheder for at digitalisere servicebaserede forretningsmodeller
Facts
Efterår 2027
| Undervisning: | TBA |
| Mundtlig eksamen: | TBA |
| Sted: | CBS - Dalgas Have 15, 2000 Frb |
| Undervisere: | Mogens Bjerre & Kai Inga Liehr Storm |
| Type: | Valgfrit kursus |
Tilmeldingen er åben.
Vi sender datoerne direkte til dig, når de er endeligt fastlagte.
Undervisere
Hent MBD brochure
Hvis du er interesseret i at høre mere om, hvad kurserne på Master of Business Development kan gøre for dig og din organisation, så udfyld formularen og modtag vores brochure på mail.
I den mail sender vi dig også en oversigt over de kurser der aktuelt udbydes, og vi holder dig løbende opdateret, når der kommer nye kurser.
Design din egen master
På MBD sidder du selv i førersædet og sætter retningen for din uddannelse. Du kan vælge mellem 40 forskellige kurser, der alle har én ting til fælles: Forretningsudvikling.
Strategisk salgsmetode og ledelse
Lær at koble salg med strategi og optimere salgsindsatsen gennem data, ledelse og automatisering. Få de rette værktøjer til at drive salget strategisk og effektivt.
5 ECTS
Strategisk kommunikation
Lær at håndtere ledelses- og krisekommunikation, og skabe effektive kampagner - styrk dine kommunikationsfærdigheder for at skabe reelle forandringer i din organisation.
5 ECTS
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