12 June 2018
As knowledge based services have become increasingly important, traditional managerial responsibilities such as measuring performance, improving quality and controlling processes have become more difficult.
Variable customer demands make processes difficult to control, reliance on expert knowledge makes quality hard to measure, while building the service on the knowledge of employees makes managing people a challenge. This presentation will illustrate how these challenges make life difficult for a small company as its success leads to rapid expansion.
The service concept – i.e. the mental picture of the service – is seen as a key part of service design and strategy. This presentation will demonstrate how articulating the service concept helps to diagnose the challenges of professional services by revealing the inconsistencies between how managers, employees and customers understand the service.
Benefits of attending
The presentation will help you to relate the challenges of managing services to those faced by other organisations and explore how the service concept can help overcome these challenges to create successful service experiences.
Dr Ahmad Beltagui is a Lecturer in Project and Operations Management. He holds degrees in Engineering (MEng Product Design Engineering, University of Strathclyde) and Management (PhD Operations Management, University of Nottingham).
Ahmad teaches on undergraduate, postgraduate and distance learning modules related to Operations Management, Supply Chain Management, Information Systems and Project Management.
Ahmad joined Aston Business School in 2017. Prior to that he was a Research Fellow at Nottingham University Business School, then Lecturer in Operations Management at University of Wolverhampton.
He is also involved in research projects and collaborative bid writing. His current research interests include design, innovation and supply chain management, with a particular emphasis on Additive Manufacturing/3D Printing and its innovation potential.
Ahmad is interested in research related to design, innovation and service management. His work has been published in Journal of Product Innovation Management, International Journal of Operations & Production Management, Creativity & Innovation Management, Design Management Journal and Games & Culture. As well as in numerous conferences on innovation, operations, service management and design management. Topics he has investigated and continue to be interested in include servitization/product-service systems, customer experience, design thinking and design's contribution to management, value creation in online social networks and ecosystems as a metaphor for supply chain management.