General

The service industries are experiencing a period of international growth. Companies increasingly outsource non-core internal services and consumers want better health and more convenience, entertainment and travel. After-sales service organizations are starting to be managed as separate service businesses rather than as technical support functions. Competition on a global level is intensifying as barriers to entry in the service industry are lowering. Previously monopolized services are deregulating and global players are being formed through consolidation. And advances in IT technology make greater market reach easier through back-office centralization and internet-enabled service.

In this changing competitive arena, the winners will have at least one thing in common - a capability to deliver superior service at low cost. The cost of acquiring customers is simply too high to risk losing them due to service breakdowns. And new customers are often the result of references from more-than-satisfied existing customers.

Hence, the Managing the Service Delivery System (MSDS) Industry Diploma Program (IDP®) has been created to help managers from operating service companies and after-sales service organizations lead teams in developing service businesses and improving performance. The program achieves this by enabling the participating managers to:

• Learn to design and implement improvement initiatives by applying theoretical and managerial tools to real-life situations. These skills are developed through a balance of readings, in-class lectures, group exercises and industry-specific case discussions
• Design an actual plan to improve service delivery performance at a selected business unit of the sponsoring company. This will reinforce learning and allow participants to address key strategic and operational issues faced in their selected business unit
• Implement the improvement plan to deliver bottom-line impact for the sponsoring company. Senior faculty provide the practical experience to help participants develop actionable recommendations, while home company executive advisors from the sponsoring companies ensure that the work is relevant and supported by top management
• Build a broader professional network within the industry, which is beneficial to both participants and their sponsoring companies
• Earn a diploma that is recognized by the industry and increases the professional worth of the individual. The faculty uses executive MBA criteria to determine whether participants have successfully completed the assignments

Course structure: 4 modules of 4 class days each with about 6-7 weeks between modules with a one-day follow-up module on implementation after graduation.

Dates: The first module starts 16 August 2010. Module 4 ends 3 February 2011.

Tuition fee: SIMI recommends that customers send teams of 2 - 4 participants to the program for maximum learning and home company assignment efficiency. The program fee is reflective of the SIMI investment required for the home company assignment.

The price reflects the number of participants in a team from same company, excluding VAT.

€ 13,650 per participant for a team of 2
€ 13,025 per participant for a team of 3
€ 12,725 per participant for a team of 4

The fee includes all learning materials and meals during the program, but not lodging and travel expenses.