MicroMasters ® Program in Service management: design of successful experiences
We live in a moment of humanity strongly impacted by political, social and technological changes. If the last century was characterized by an unprecedented industrial boom, in recent decades the service sector (tertiary sector) has become the most important sector in the world economy. Today, services provide more than 60% of employment and GDP in Latin America and the Caribbean.
Markets have changed: new categories of products and services are emerging faster and faster, the expansion of the internet in everyday life brings opportunities and innovations that we could never have imagined before. Customers have also changed: they are increasingly demanding, they are not willing to wait, they are informed and have access to technologies at all times.
There are new rules of the game and with them new opportunities and challenges. For this reason, from the Faculty of Economic Sciences of the National University of Córdoba, we have designed a massive and open online MicroMasters program to learn the concepts, tools and models for the design of successful service experiences.
The program is made up of three online courses that integrate content on strategy, marketing, operations and human resources, focused on understanding customers. It includes cases and activities that train the participant through creative and enjoyable dynamics.
Students of this online program are introduced to working with tools, models, and strategies to meet the challenges inherent in managing operations and delivering quality services in today’s context, promoting a customer-oriented mindset. It is hoped that they will be able to use the tools we offer to enhance their future experiences, not only as employees or service managers, but also as clients of various types of service companies or creating their own projects.
What Will I Learn?
- The content and the proposed activities enable the recognition and understanding of the challenges inherent to the management and provision of quality services
- Understand how a business model looks from an operations perspective
- Strategic management skills and active listening and feedback tools
- Detect and analyze successful service experiences and create innovative services
- Recognize the integration of marketing, human resources and operations, and the need to segment and understand to whom we allocate the service experience