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You want to improve your technical skills in Service Operations. What's the best way to do it?

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Service operations are the activities that deliver value to customers, such as providing products, services, or solutions. If you want to improve your technical skills in this area, you need to understand the concepts, tools, and methods that are used to design, manage, and improve service processes. In this article, we will share some tips on how to do that effectively.

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Sreeshaj Sreedhar PMP

Project Director at Tata Consultancy Services

1 Learn the basics

Before you dive into the technical aspects of service operations, you need to have a solid grasp of the fundamental principles and frameworks that guide them. For example, you should know what service quality, service design, service capacity, service level agreements, and service recovery are, and how they affect customer satisfaction and loyalty. You can learn these basics from books, online courses, podcasts, or blogs that cover service operations management.

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Slava Gorovoy

General Manager | Aftermarket, After-Sales, Service | I Help OEMs Use AI & Big Data to Optimize Supply Chain, Improve Inventory Accuracy by 40% & Accelerate APAC Market Expansion
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Start by familiarizing yourself with the core concepts and principles governing service delivery, such as customer relationship management, process optimization, quality assurance, and supply chain management. Engage with introductory resources, online courses, or industry publications to gain a comprehensive understanding of these foundational elements. Invest time in understanding various frameworks and methodologies commonly used in service operations, such as Lean Six Sigma or Total Quality Management. Building a strong foundation in the basics will provide a solid framework upon which to expand your technical skills.

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2 Apply the tools

Once you have learned the basics, you need to practice applying the tools and techniques that are used to analyze, measure, and improve service operations. Some of the common tools are flowcharts, service blueprints, queuing models, simulation, benchmarking, and lean six sigma. You can use these tools to identify problems, find solutions, and implement changes in your own or other service operations. You can also use software or apps that help you create and use these tools easily.

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Slava Gorovoy

General Manager | Aftermarket, After-Sales, Service | I Help OEMs Use AI & Big Data to Optimize Supply Chain, Improve Inventory Accuracy by 40% & Accelerate APAC Market Expansion
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Familiarize yourself with industry-standard tools for service management, such as project management software, customer relationship management (CRM) systems, data analysis tools, and supply chain management software. Actively seek opportunities to use these tools in real-world scenarios, whether through simulations, training environments, or on-the-job experiences. By actively applying these tools, you'll deepen your understanding of service operations concepts and develop practical skills that are invaluable in a professional setting.

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3 Get certified

Another way to improve your technical skills in service operations is to get certified by a reputable organization or institution that offers training and assessment in this field. Getting certified can help you demonstrate your competence, credibility, and commitment to service operations excellence. It can also help you expand your network, access more resources, and advance your career. Some of the popular certifications are ITIL, COBIT, ISO 20000, and Lean Six Sigma.

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Slava Gorovoy

General Manager | Aftermarket, After-Sales, Service | I Help OEMs Use AI & Big Data to Optimize Supply Chain, Improve Inventory Accuracy by 40% & Accelerate APAC Market Expansion
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For example, certifications like Certified Associate in Project Management, Certified Supply Chain Professional, or Lean Six Sigma Yellow Belt can validate your skills and knowledge. These certifications validate your expertise and offer structured learning paths covering essential topics in depth. Additionally, many employers prioritize candidates with relevant certifications, making them valuable assets in advancing your career. Invest time and effort in preparing for certification exams, leveraging study materials, practice tests, and training courses to ensure success.

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4 Seek feedback

Feedback is essential for learning and improving your technical skills in service operations. You should seek feedback from your customers, managers, peers, mentors, or coaches on how well you are performing and delivering value in your service operations. You should also ask for feedback on how you can improve your skills, knowledge, and abilities in this area. You should be open to constructive criticism, learn from your mistakes, and implement the suggestions that can help you grow.

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Jessica Morales

Customer Success Leader, Believer in People, Efficiency Vigilante, Relentless Optimist
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Create an ongoing conversation with stakeholders (weekly, monthly, quarterly depending on how closely you work together) and ask for candid feedback on what's going well and what's not. Also, be self-reflective: What are the areas you struggle to accomplish? What are the areas you're repeating all the time? Look for various training opportunities in those areas, set achievement goals, and share your goals and outcomes with your stakeholders.

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5 Keep updated

The field of service operations is constantly evolving and changing due to new technologies, customer expectations, and market trends. You need to keep updated on the latest developments, innovations, and best practices in this area. You can do this by reading journals, magazines, newsletters, or blogs that focus on service operations. You can also attend webinars, workshops, conferences, or events that showcase new ideas, insights, and case studies in service operations.

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6 Network with others

Finally, you can improve your technical skills in service operations by networking with other professionals who share your interest and passion in this area. You can join online communities, forums, groups, or platforms that connect you with people who work in or study service operations. You can also participate in local chapters, clubs, or associations that organize activities, events, or projects related to service operations. By networking with others, you can exchange information, experiences, tips, and opportunities that can help you enhance your skills.

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Sreeshaj Sreedhar PMP

Project Director at Tata Consultancy Services
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Service operations have knowledge base which often has to updated by practitioner very often than not which is the key to success and customer intimacy as well. This would also includes to remove many practices that are no more viable solutions in the reframed contextual. Contextual appreciation and understanding is the key for service operations

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7 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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You want to improve your technical skills in Service Operations. What's the best way to do it?

1

2

3

4

5

6

7

1 Learn the basics

2 Apply the tools

3 Get certified

4 Seek feedback

5 Keep updated

6 Network with others

7 Here’s what else to consider

Service Operations

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You want to improve your technical skills in Service Operations. What's the best way to do it?

1

2

3

4

5

6

7

1 Learn the basics

2 Apply the tools

3 Get certified

4 Seek feedback

5 Keep updated

6 Network with others

7 Here’s what else to consider

Service Operations

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