Advanced Service Operations: From Fundamentals to Mastery

• Discuss the concepts of service innovations, types and considerations involved in it.
• Describe the stages of service innovation and the factors involved behind its development.
• Explain the principles of service design thinking and the process required for service innovation.
• Identify the intricacies and nuances involved in diverse array of service blueprinting and its components.
• Examine the technology blueprinting and the process of building it.
• Discuss the process of setting customer defined standards, its types, advantages and disadvantages.
• Discuss the concept, types and benefits of physical evidence.
• Describe concept, usage and strategic roles of servicescape.
• Discuss the Underlying Framework of Servicescapes and its behaviour.
• Diagnose the Strategic Impact of Physical Evidence in service innovation.
• Examine the role of servicescape through case studies.
• Discuss the concept, roles, and responsibilities of Operations Manager
• Describe the evolution, history, and recent trends of Operation Management
• Discuss the concepts, elements, scope, and factors involved in service capacity management.
• Examine the challenges, risks, and strategies in managing service capacity.
• Explain the theory, reasons, and configuration of queuing theory.
• Describe the concept of facility location and Techniques used for selecting best location.
• Explain the different Facility Location Models.
• Discuss the Factors affecting facility layout and different types of layouts available.
• Summarise the Purchasing Management System and 8R's of purchasing.
• Describe the quality, quality control, causes of variation and stages of quality.
• Discuss the elements, benefits and requirements of Just In Time
• Examine the steps, principles and case studies of Total Quality Management.
• Discuss the concept, history, and components of supply chain management.
• Describe the characteristics of service supply relationships and their management.
• Discuss the concept of social media network and social media for Competitive Strategy and Edge
• Diagnose the concepts of Globalisation & Outsourcing along with advantages and disadvantages of service outsourcing.
• Identify the different types of services that are outsourced for Domestic Growth and Expansion.
• Examine the globalisation strategies used in service sector for broader customer base.
• Discuss the concepts, elements, scope, and factors involved in service capacity management.
• Examine the challenges, risks, and strategies in managing service capacity.
• Explain the theory, reasons, and configuration of queuing theory.
• Identify the generic strategies, pricing, and segmentation of demand management.
• Summarise the strategic capacity management, weekly work scheduling and its different strategies.
• Describe the concepts of yield management, its uses, factors, and benefits.
• Examine the prerequisites, systems, processes, and risk involved in Yield Management.
• Describe the Economics of Waiting and Managing Customer Waiting
• Summarise the concept of service outputs, population, and queuing theory.
• Explain queuing model and configurations in service process.
• Discuss the Service Process Matrix and the steps involved in Managing Service Processes
• Explain the concept of Capacity Planning and types of capacity planning strategies.
• Examine the systems thinking, its approaches and applications of simulation in systems.
• Describe the models, element, characteristics, and applications of service simulation.
• Discuss the concept of Service Simulation Models along with the elements and characteristics of service systems.
• Identify the Service model considerations and parameters.

• Inspect the service innovations and diverse array of types and considerations that necessitate intricate understanding and management.
• Interpret the stages of service innovation and the underlying factors driving its development constituting a complex and dynamic process.
• Diagnose the Service design thinking principles and the process of service innovation forming a cohesive framework for developing and enhancing services.
• Diagnose the complex intricacies and nuanced aspects of service blueprinting and diverse array of components.
• Design the intricate process of developing a technology blueprint involving systematic outlining of comprehensive framework.
• Interpret the procedure for establishing standards that are defined by the customer, along with its various categories, benefits, and drawbacks.
• Explore the idea, various categories, and advantages of physical evidence.
• Paraphrase the idea, application, and strategic significance of the physical environment in servicescape.
• Diagnose the fundamental structure of Servicescapes and how it operates.
• Examine the significant role of physical evidence in influencing service innovation strategically.
• Examine the role of servicescape through case studies.
• Interpret a multifaceted role of Operational Manager and the concepts revolving around it.
• Paraphrase complex and dynamic evolution, wide array of strategies, technologies, and methodologies involved in operations management.
• Interpret the complex interplay of various elements and factors involved in service capacity management.
• Illustrate effectively managing service capacity by navigating various challenges and risks while implementing strategic approaches.
• Compare the analysis, modelling, and optimization of various factors and configurations of Queuing theory.
• Interpret the idea of choosing an optimal site for a facility and the methods employed to determine the most suitable location.
• Paraphrase the variety of facility location models and scenarios to use them.
• illustrate the elements influencing the arrangement of a facility and the various layout options that can be utilized.
• Interpret the Purchasing Management System and 8R's of purchasing.
• Interpret the stages of quality involving quality control to manage variation and ensure high quality.
• Diagnose the lean manufacturing approach, benefits and requirements of Just In Time.
• Review the implementation of principles and systematic steps while incorporating organization's operations using Total Quality Management.
• Interpret the idea, historical development, and constituent elements of supply chain management.
• Paraphrase the attributes of service supply relationships and how they are administered.
• Diagnose the idea of social media networks and their role in enhancing competitive strategies and gaining a competitive edge.
• Examine the ideas of Globalization and Service Outsourcing, including the pros and cons of outsourcing services.
• Report the various kinds of services that are outsourced to facilitate domestic expansion and growth.
• Diagnose the intricate globalisation strategies to facilitate its international operations and reach a broader customer base.
• Interpret the complex interplay of various elements and factors involved in service capacity management.
• Illustrate effectively managing service capacity by navigating various challenges and risks while implementing strategic approaches.
• Compare the analysis, modelling, and optimization of various factors and configurations of Queuing theory.
• Examine implementation of generic strategies that encompass pricing and segmentation techniques in demand management.
• Interpret intricate coordination of weekly work scheduling and implementation of diverse strategies to optimize operational efficiency and resource allocation.
• Paraphrase the complex strategies for optimizing resource allocation and pricing to maximize revenue based on various factors and demands, yielding substantial benefits.
• Diagnose the prerequisites, systems, and processes for yield management entailing managing risks to optimize revenue through dynamic pricing and resource allocation.
• Explain the economic aspects of delay and the strategies for handling customer waiting.
• Rephrase the idea of service outcomes, population, and queuing theory.
• Explore the queuing models and their configurations within a service process.
• Paraphrase the concept of the Service Process Matrix and outline the procedures for effectively managing service processes.
• Report the idea of Capacity Planning and the various strategies associated with it, including different types of capacity planning approaches.
• Paraphrase the Systems thinking involving various approaches and utilize simulation for diverse applications in understanding complex systems.
• Diagnose the involvement of complex models, diverse elements, unique characteristics, and varied applications of service simulation.
• Describe the notion of service simulation models, outlining the components and qualities of service systems.
• Summarise the Factors and elements to think about when designing the service model.

The academic approach of the courses focuses on the “work-centric” education i.e. begin with work (and not from a book!), derive knowledge from work and apply that knowledge to make the work more wholesome, useful and delightful. The ultimate objective is to empower the Learner to engage in socially useful and productive work. It aims at leading the learner to his/her rewarding career as an employee or entrepreneur as well as development of the community to which s/he belongs. Learning methodology:

• Step -1: Learners are given an overview of the course and its connection to life and work.
• Step -2: Learners are exposed to the specific tool(s) used in the course through the various real-life applications of the tool(s).
• Step -3: Learners are acquainted with the careers and the hierarchy of roles they can perform at workplaces after attaining increasing levels of mastery over the tool(s).
• Step -4: Learners are acquainted with the architecture of the tool or tool map so as to appreciate various parts of the tool, their functions, utility and inter-relations.
• Step -5: Learners are exposed to simple application development methodology by using the tool at the beginner’s level.
• Step -6: Learners perform the differential skills related to the use of the tool to improve the given ready-made industry-standard outputs.
• Step -7: Learners are engaged in appreciation of real-life case studies developed by the experts.
• Step -8: Learners are encouraged to proceed from appreciation to imitation of the experts.
• Step -9: After the imitation experience, they are required to improve the expert’s outputs so that they proceed from mere imitation to emulation.
• Step-10: Emulation is taken a level further from working with differential skills towards the visualization and creation of a complete output according to the requirements provided. (Long Assignments)
• Step-11: Understanding the requirements, communicating one’s own thoughts and presenting are important skills required in facing an interview for securing a work order/job. For instilling these skills, learners are presented with various subject-specific technical as well as HR-oriented questions and encouraged to answer them.
• Step-12: Finally, they develop the integral skills involving optimal methods and best practices to produce useful outputs right from scratch, publish them in their ePortfolio and thereby proceed from emulation to self-expression, from self-expression to self-confidence and from self-confidence to self-reliance and self-esteem!

Evaluation Pattern of KLiC Courses consists of 4 Sections as per below table:

YCMOU Mark Sheet

Printed Mark Sheet will be issued by YCMOU on successful completion of Section 1, Section 2 and Section 3 and will be delivered to the learner by MKCL.
YCMOU Mark Sheet will be available only for Maharashtra jurisdiction learners

MKCL's KLiC Certificate

The certificate will be provided to the learner who will satisfy the below criteria:

1. Learners who have successfully completed above mentioned 3 Sections i.e. Section 1, Section 2 and Section 3
2. Additionally, learner should have completed Section 4 (i.e. Section 4 will comprise of SUPWs i.e. Socially Useful and Productive Work in form of Assignments)
   • Learner has to complete and upload minimum 2 out of 5 Assignments