The service sector is an important pillar of national economies. Productivity in the service sector is a complex, multidimensional concept, as it comprises both tangible and intangible aspects. Adding to this complexity is the plethora of productivity measurements and approaches in the service sector. Productivity measurement is also being impacted in the age of robotics, AI, and service automation (RAISA). As productivity involves the efficient allocation of resources, its measurement is an area of critical importance.
Today’s challenges amid the changing business environment have created the need for integrated performance measurement systems that are strategically aligned with organizational goals. Achieving this alignment requires knowledge of how to design and implement measurement frameworks to achieve productivity improvement.

This course will introduce the context and challenges of productivity measurement in the service sector, service productivity models, and theoretical, methodological, and strategic perspectives on how RAISA impacts service productivity including case studies.

Course Objectives

The main objectives of this course are:

• Provide an accessible guide to productivity measurement in the service sector.
• Disseminate knowledge on using productivity measurement tools in the service sector.
• Learn about measurement tools to improve  service productivity.

Course Modules

This e-learning course will cover the following modules:
Course Introduction
Module 1: Productivity and productivity measurement in the service sector
Module 2: Service productivity models: Past and recent approaches to productivity measurement in the service sector
Module 3: Theoretical, methodological, and strategic perspectives on productivity measurement in the service sector
Module 4: Productivity measurement in the service sector: New trends in productivity improvement and measurement in the age of RAISA
Module 5: Productivity measurement in the service  sector: Case studies

Important Notes:

1. Participants who register to take this course and pass the final examination with a score of 70% or higher will be eligible to receive the APO certificate. Please note that the final examination can be taken only once. Therefore, the most appropriate time to take the examination should be chosen carefully. The self-assessment quizzes are for personal evaluation only and are not related to the final examination results.
2. Participants who perform well in this course and receive the APO certificate will be given preference, on a merit basis, for selection to attend follow-up face-to-face multicountry APO projects on similar topics, when nominated by their NPOs and if slots are available.
3. Notes 1 and 2 are applicable only to participants from APO member countries. Participants from nonmember countries are welcome to take the course for self-improvement, although they will not have an opportunity to attend the follow-up face-to-face multicountry APO projects.
4. Each module is in a prerecorded video format in which the expert delivers presentations by explaining each slide. Participants can access the video by clicking on the link provided under the title of each module.