Operations & Supply Chain

Service Operations Management

Service operations differ from manufacturing because customers participate in the process and services cannot be stored. This course covers service design, capacity and demand management, queue management, service quality, workforce scheduling, technology in service delivery and measuring service operations performance.

5 days Classroom or live online English

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Take the course details with you.

Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.

Download course PDF

Why attend

From knowledge to real-world impact.

Service organisations win or lose customers through operations. You will learn tools to deliver consistent, efficient and high-quality services.

Workplace challenges

Professional Problems This Course Is Designed to Solve

The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.

Difficulty translating subject knowledge into practical workplace decisions.
Inconsistent approaches to the activities covered in the course outline.
Lack of a structured plan for applying and reviewing new skills.

Course methodology

How you will learn.

Service blueprinting, queue simulations, scheduling exercises and case studies from banks, hospitals and hospitality.

Course objectives

What you'll take away.

By the end of this course, participants will be able to:

Explain characteristics of service operations
Design services using blueprints
Match capacity with fluctuating demand
Manage queues and waiting times
Schedule service workforces
Measure service quality and productivity

Target audience

Who should attend.

This course is suitable for:

Service operations managers
Branch and customer centre managers
Hospitality and healthcare managers
Public service managers
Process improvement professionals

Target competencies

Capabilities you will build.

Participants will develop competencies in:

Service design
Capacity management
Queue management
Workforce scheduling
Performance measurement

Course outline

Your learning journey.

A focused, practical outline with time to explore, apply and reflect.

Day 1Service Operations

09:00–10:08Nature of services
10:08–11:00Customer participation
11:00–11:30Coffee break
11:30–11:45Customer participation (continued)
11:45–12:53Performance objectives
12:53–14:00Exercise

Day 2Service Design

09:00–10:08Service blueprints
10:08–11:00Front and back office
11:00–11:30Coffee break
11:30–11:45Front and back office (continued)
11:45–12:53Fail points
12:53–14:00Workshop

Day 3Capacity and Demand

09:00–10:08Demand management
10:08–11:00Capacity strategies
11:00–11:30Coffee break
11:30–11:45Capacity strategies (continued)
11:45–12:53Queues and waiting
12:53–14:00Simulation

Day 4Workforce

09:00–10:08Scheduling
10:08–11:00Skills and flexibility
11:00–11:30Coffee break
11:30–11:45Skills and flexibility (continued)
11:45–12:53Technology
12:53–14:00Exercise

Day 5Measuring Services

09:00–10:08Quality and productivity
10:08–11:00Customer feedback
11:00–11:30Coffee break
11:30–11:45Customer feedback (continued)
11:45–12:53Improvement
12:53–14:00Action plan

The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.

Dates & venues

Find a session that works for you.

Confirmed dates accept registration requests. Tentative dates are enquiry only.

Good to know

A few things to know.

How is the course delivered?

Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.

Can you deliver this programme for our team?

Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.

Will I receive a certificate?

Participants who complete the programme receive a Smart Horizon UK certificate of attendance. Smart Horizon UK programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.

What should I confirm before booking travel?

Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.

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