Service Performance: Managing Promises and Ensuring Quality

• Describe the Coordination required in Marketing Communication and Challenges along with the service marketing triangle.
• Compare the management of service promises and customer expectations.
• Explain the concept of Intangibility and Make Intangible Services into Tangible Forms
• Discuss about coordinating External Communication to manage customer expectations.
• Describe the process of Managing Customer Education of services.
• Identify the methods to price the Services and the challenges behind it.
• Describe the Cost and Competition Based Pricing and guidelines to fix prices.
• Explain the different pricing strategies and their roles in pricing services.
• Summarise Pricing for all-value and quality-Based customer perception.
• Discuss the Determinants of Customer Perceived Value and their benefits.
• Explain the importance of collaboration and communication with clients, team members, and stakeholders.
• Embrace humanistic, ethical, and moral values in real-life situations.
• Exercise responsibility for the completion of assigned tasks for self and the group work
• Predict and cater to own learning needs relating to the assigned task/work.
• Understand the concept of service culture and its significance in organizational success.
• Explore different types of organizational cultures and their impact on service delivery.
• Examine the role of employees in shaping service quality and customer satisfaction.
• Analyze strategies for delivering service quality through effective people management.
• Recognize the importance of customer participation in service co-creation.
• Evaluate the role of self-service technologies in enhancing customer experiences.
• Develop strategies for enhancing customer participation and engagement.
• Identify challenges related to inventory capability and capacity management in service organizations.
• Analyze waiting line strategies to optimize customer experiences and operational efficiency.
• Apply theoretical concepts to real-world case studies to deepen understanding and problem-solving skills.
• 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.
• Diagnose the dimensions, gaps and functioning of Serviqual
• Identify the different types, advantages, disadvantages, and practical application of service quality design.
• Describe the characteristics, principles and tools for service quality guarantee and improvements.
• Compare the concepts of lean and six sigma, its principles, and applications.
• Classify different Strategic location considerations and their uses in improving quality.
• Explain the concept of Geographical Information System (GIS) and their uses in location considerations.
• Identify the Strategies, Techniques, and principles behind strategic Location selection.
• Examine the practical approach used in quality improvement with the help of multiple case studies.

• Paraphrase the need for effective coordination in marketing communication and the difficulties it presents.
• Review the effects of commitments made to customers with their anticipated service experience.
• Illustrate the idea of intangibility and transforming services that are intangible into tangible manifestations.
• Interpret Overseeing external communication to effectively handle customer expectations.
• Illustrate the methods of educating the customers about services.
• Examine the approaches for determining the cost of services and the obstacles associated with this process.
• Interpret guidelines for determining prices based on costs and competition, along with instructions for setting price points.
• Diagnose various pricing approaches and their functions in setting prices for services.
• Interpret the pricing that takes into account both perceived value and customer perception of quality.
• Paraphs the Factors influencing customers perceived value and the advantages of understanding these determinants.
• Assess appropriate solutions for the challenges presented, while practicing humanistic, ethical, and moral values in real-life situations
• Develop project management skills to efficiently plan and execute projects.
• make judgement and take decision, based on the analysis and evaluation of information and work scenario.
• Predict and cater to own learning needs relating to the assigned task/work by accessing appropriate learning resources.
• pursue self-paced and self-directed learning.
• Define and differentiate between service culture and organizational culture, identifying how each influences service delivery.
• Gain insights into the critical role of employees in delivering quality service and maintaining customer satisfaction.
• Develop strategies for recruiting, training, and empowering employees to enhance service quality and customer experiences.
• Understand the importance of customer engagement and co-creation in service delivery and develop tactics to encourage customer participation.
• Be proficient in assessing and managing inventory capability and capacity constraints to meet customer demands effectively.
• Learn various waiting line management strategies to minimize customer wait times and optimize resource utilization.
• Analyze and interpret real-world case studies to apply theoretical knowledge to practical scenarios, fostering critical thinking and decision-making abilities.
• Equipped with the skills necessary to identify, analyze, and address challenges related to service quality, customer satisfaction, and organizational culture.
• Develop a comprehensive understanding of the interplay between service culture, employee roles, customer participation, and organizational success.
• Be prepared to contribute effectively to service-oriented organizations through their understanding of service culture, employee engagement, and customer-centric strategies.
• Assess appropriate solutions for the challenges presented, while practicing humanistic, ethical, and moral values in real-life situations
• Develop project management skills to efficiently plan and execute projects
• Make judgment and make decisions, based on the analysis and evaluation of information and work scenarios.
• Predict and cater to own learning needs relating to the assigned task/work by accessing appropriate learning resources.
• Pursue self-paced and self-directed learning.
• 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
• Examine the complex model that encompasses various dimensions, addresses gaps in service quality by evaluating customer perceptions and expectations using Serviqual.
• Interpret the practical applications of service quality design, its types, advantages and disadvantages.
• Review the specific principles, employing appropriate tools, and implementing effective strategies for guaranteeing customer satisfaction and continuous improvement.
• Review the intricate fusion of lean principles and the systematic approach of Six Sigma in a powerful methodology for improving processes and achieving operational excellence.
• Paraphrase various factors related to strategic location positioning and their applications in enhancing quality.
• Interpret the notion of Geographic Information Systems (GIS) and their applications in assessing location factors.
• Interpret the intricate and multi-faceted  principles, techniques, and strategies involved in strategic location selection.
• Assess the realistic method employed in enhancing quality through the utilization of various 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