... Instructor: Nguyen Manh Tuan Spring 2014 Quản trị Dịch vụ INTRODUCTION TO SERVICE MANAGEMENT 1. LEARNING OBJECTIVES Upon successful completion of this course, students should be able to: ... Identification of service topics (e.g. service process improvement, service quality assurance, new service development, customer relationship management, ) 4) Elaboration of the service concept, ... Page 11 of 18 Service Strategy Service System Service Oriented Architecture Service Oriented Management System as a Service Business Model Work System 6-7 Service Design New Service DevelopmentTechnology...