Advanced Service Management

Advanced Service Management course (with Certificate of Advanced Studies, CAS)

Part-time course for managers and junior managers in the service sector

Aim and content of the course

Due to the complexity of products, intense competition and customer-specific demand, services are becoming more demanding and a decisive success factor. With declining margins in the product business, profitable services are essential for the survival of many companies. In cooperation with the HFU Academy, the Faculty of Industrial Engineering and Management offers the contact course “Advanced Service Management”. In this course, service managers are taught successful methods for strategic and operational work: from the basics of service management and the conception of service strategies to the development of services (service engineering) and their distribution.

Course participants understand the special features of services and service areas/companies so that they can apply methods and instruments of (service) management. Problems and challenges in service can be analyzed and solutions developed and implemented.

Part I - Service Management Basics: Service basics, customer satisfaction, service quality, service blueprinting

Part II - Service Strategy and Sales: Service Markets and Market Segments, Service Strategy, Strategy Development and Business Plan, Marketing Mix for Services, Service Portfolio, Sales of Services, Sales Management, Methods (e.g. Consultative-, Value-, Solution-Selling), Organisation

Part III - Service Engineering and Operation: Requirements for services, phase-oriented versus life cycle models, 7 success factors, 7 models of SE, 7 methods of SE, results of SE, case study from practice, check, review, measure, test, observe in the service sector, customer satisfaction, measuring loyalty pragmatically, causal problem-solving management according to Kepner/Tregoe, Vernetztes Problem-Solving Management according to Vester

Part IV - Service Marketing: Importance and characteristics of service organizations, service package, core and ancillary services, service concept, design and delivery, discussion of in-class group project on service business, discussion of service leadership project, service quality concepts, service blueprinting, Pareto diagram, fishbone diagram, Service marketing, stages of the service experience, 7 P's of services, marketing the service image, internal marketing in the service sector, competition for talent, relationship marketing in the service sector, demand management in service industries and strategies, strategic service system - enablement, guarantee and recovery

Part V - Own case study is worked out as project work

Forms of work: Classroom training, self-work phases

Location: Furtwangen University, Furtwangen Campus

Current date: Starts again in October 2025

Procedure

6 block events at the weekend during the semester

Target group: Managers and junior managers in the service sector, especially in the automotive, capital goods and IT services industries, service managers and service engineering project managers.

Qualification

Upon successful completion of the course, Furtwangen University will issue a Certificate of Advanced Studies (CAS) with 12 ECTS credits.

Dean of studies and lecturers

Prof. Dr. Steffen Munk (Dean of Studies). The lecturers in the modules are professors at Furtwangen University.

Fees

€2800.00 (VAT-free)

Application

Registration by e-mail to: Email application is started:hfu-akademie(at)hfu.eu