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What are the most important resources for a service operations professional?

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Service operations professionals are responsible for delivering high-quality services to customers, managing resources efficiently, and improving processes continuously. To succeed in this dynamic and challenging field, they need to access various resources that can help them learn, grow, and perform better. In this article, we will explore some of the most important resources for a service operations professional, such as:

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Subhajit Das

Service Engineer - ACG Engineering | Pharma Machinery | Encapsulation | Tablet Press | Ex Cadmach

1 Books and blogs

Books and blogs can offer valuable insights, tips, and best practices from experts and practitioners in service operations. Topics may include service design, quality management, lean thinking, customer satisfaction, and innovation. Examples of books and blogs that service operations professionals can read are The Service Innovation Handbook by Lucy Kimbell, Service Operations Management by Robert Johnston and Graham Clark, The Lean Service Machine by Drew Locher, the Service Quality Institute Blog by John Tschohl, and the Service Design Network Blog by various authors.

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Mohammad Rakibul Hasan

Sales Professional | Tech Enthusiasts
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Exploring the realm of service operations through literature has been transformative. "The Service Innovation Handbook" by Lucy Kimbell expanded my understanding of innovative service design. "Service Operations Management" by Robert Johnston and Graham Clark offered practical insights into quality management. "The Lean Service Machine" by Drew Locher deepened my appreciation for lean thinking. The wisdom shared in John Tschohl's Service Quality Institute Blog and the diverse perspectives on the Service Design Network Blog enriched my knowledge, shaping my approach to customer satisfaction and fostering a culture of continuous innovation

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Mark Adams

Experienced Automotive Quality Manager
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A couple of items are critical, in my experience to be successful in the service side of manufacturing; -you need fast, accurate sources of valid data being collected. Reacting to the wrong thing is a real black hole of resources. -you need support of upper management, so that any sort of needed response is solid, fast and public to your Customer. -a mindset of your shop floor level folks is the react as if their grandmothers are the Customer on this issue, and "you know how smooth and fast that needs to be?"

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2 Courses and certifications

Courses and certifications can help service operations professionals acquire new skills, knowledge, and credentials that can enhance their career prospects and performance. Depending on their availability, budget, and learning preferences, they can opt for an online or offline course. Some examples of courses and certifications that service operations professionals can pursue are Service Operations Management by University of Illinois at Urbana-Champaign on Coursera, Certified Service Manager by Service Strategies, Lean Six Sigma Green Belt by ASQ, Customer Service Excellence by Alison, and Service Design 101 by IDEO U.

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Mohammad Rakibul Hasan

Sales Professional | Tech Enthusiasts
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Exploring courses to elevate my service operations expertise was a game-changer. Opting for the Service Operations Management course on Coursera from the University of Illinois broadened my strategic perspective. Balancing my budget, I delved into the Lean Six Sigma Green Belt certification by ASQ, honing my process improvement skills. Alison's Customer Service Excellence course enhanced my client-centric approach, and IDEO U's Service Design 101 fueled my creativity. These diverse certifications, aligned with my learning preferences, significantly enriched my skill set and positioned me for career growth.

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Paula Suhan

CEO @ Paula's 365 | Financial Management
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I completed certificates in leadership management, investment strategy, customer service excellence, and financial literacy to enhance my service operations skills. These courses improved my strategic, process improvement, client-centric, and creative skills, positioning me for career growth.

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3 Tools and software

Tools and software can be invaluable to service operations professionals, as they can help them automate, streamline, and optimize their workflows, tasks, and projects. These tools and software can be used for scheduling, tracking, reporting, analyzing, communicating, and collaborating. Microsoft Project is one example of a tool that can be used for project management. Zendesk is great for customer service. Minitab is an excellent tool for statistical analysis. Slack is a great tool for team communication. And Miro is ideal for brainstorming and prototyping.

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4 Networks and communities

Networks and communities can help service operations professionals connect, interact, and learn from other professionals, peers, and mentors in their field. They can join networks and communities online or offline, depending on their location, interests, and goals. For instance, the Association for Service Management International (AFSMI), the International Association of Service Professionals (IASP), the Service Design Network (SDN), the Lean Service Forum on LinkedIn, and the Service Operations Management Group on Facebook are all networks and communities that service operations professionals can join. Joining these networks and communities can help them stay up-to-date with industry trends, share best practices, and network with other professionals in their field.

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5 Feedback and reviews

Feedback and reviews are essential for service operations professionals to measure, evaluate, and improve their service quality, customer satisfaction, and business outcomes. They can collect feedback from customers, employees, managers, and partners in various forms, such as customer satisfaction surveys, net promoter score (NPS), employee engagement surveys, performance appraisals, and testimonials and referrals. These are valuable resources that can help service operations professionals enhance their skills and knowledge and deliver better services to customers and stakeholders if used wisely and regularly.

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Jessica Singleton

Customer Service and Marketing Management
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With the goal being to satisfy customers and learn what they expect from the experience, this is one of the most important tools to use and share with teams and networks.

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Viviana Osculati

Customer Care Officer and Office Manager
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In my experience, feedback and reviews can thrive service operations professionals, as it is the only way to evaluate and measure skills and trig improvement in quality and satisfaction. Without feedback and reviews, there is any chance to know if we are providing a satisfied service

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Subhajit Das

Service Engineer - ACG Engineering | Pharma Machinery | Encapsulation | Tablet Press | Ex Cadmach
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For service operations professionals, essential resources include access to comprehensive technical documentation, specialized training programs, and a well-managed spare parts inventory. Staying informed about safety guidelines, leveraging condition monitoring systems, and fostering vendor partnerships are crucial. Additionally, the adoption of IoT and sensor technologies, along with customized software solutions, enables proactive maintenance and efficient workflow management. Collaboration platforms facilitate effective communication within cross-functional teams, ensuring swift responses to service challenges and promoting optimal machinery performance in industrial environments.

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What are the most important resources for a service operations professional?

1

2

3

4

5

6

1 Books and blogs

2 Courses and certifications

3 Tools and software

4 Networks and communities

5 Feedback and reviews

6 Here’s what else to consider

Service Operations

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What are the most important resources for a service operations professional?

1

2

3

4

5

6

1 Books and blogs

2 Courses and certifications

3 Tools and software

4 Networks and communities

5 Feedback and reviews

6 Here’s what else to consider

Service Operations

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