Designing for Service Excellence

• 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.

• 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.

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