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.
The main objectives of this course are:
This e-learning course will cover the following modules:Course IntroductionModule 1: Productivity and productivity measurement in the service sectorModule 2: Service productivity models:
Past and recent approaches to productivity measurement in the service sectorModule 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 RAISAModule 5: Productivity measurement in the service
sector: Case studies