Operations Management - Manitoba Customer Contact Association

Operations Management

MCCA Required Course

Dates: TBA

Course name:
Operations Management

Course Hours:
36 hours

Course Description:
This course will introduce students to the fundamental concepts, theories and practices related to the operation of an organization and show how managers can use key concepts such as forecasting, scheduling, service management, marketing and technology. Particular emphasis will be focused on examining the concepts and evaluating them from an operational and strategic perspective. This course requires the active participation of students in both a class and group setting.

Course Objectives:
Upon completion of the course, students will be able to:

  • Understand the key components of operations that contribute to service delivery pertaining to various industries; 
  • Understand the forecasting and scheduling process and how they contribute to achieving a set service level;
  • Understand how to perform root cause analysis to identify problems and issues with service delivery; 
  • Identify the common causes for poor service delivery and dissatisfied customers; 
  • Describe the metrics and Key Performance Indicators to ensure service delivery according to organizational goals.

Manitoba Customer Contact Association:

Carmen Ferris
Manager – Education and Development
Manitoba Customer Contact Association
1000 Waverley Street,
Winnipeg, Manitoba
R3T 0P3
Ph: 204-975-6467
Email: carmen@mcca.mb.ca

University of Manitoba:

Student Information Services (SIS)
Extended Education
185 Extended Education Complex
University of Manitoba,
Winnipeg, MB R3T 2N2 Canada
Phone: 204-474-8800
Toll Free: 1-888-216-7011
Fax: 204-474-7661
Email: extended@umanitoba.ca

Back to the main Certificate in Applied Management course information

Customer Relationship Management
Leadership Skills for Customer Service Managers 
Skills for Managing Customer Service Performance 

Discover the value that a membership with

MCCA can bring your organization! 

 

Membership Benefits