Centre for Service Management

News and Events

CSM launch new research-led qualification framework

Dr Nicola Bateman

Last month was the launch of the new Service Operating Model Skills (SOMS) framework developed by academics from the Centre for Service Management and the School of Business and Economics. The launch took place at the OEE - Future of Service Conference at the Kings Fund. The framework was well received by delegates who attended the event, with strong interest from Finance, Utilities, Shared Services and Media sectors. The SOMS Framework helped to address some of the issues on the agenda including how you combine people and technology with design integration to deliver high quality services.

As Mark Palmer, Managing Director OEE said:

Disrupt or be disrupted. Those who adapt will be the winners; getting the balance of people and technology right to combine brilliant customer experiences with growth and a lower cost to serve.

SOMS supports organisations that deliver management training by auditing their material against the framework; these accredited organisations can then award their own SOMS certificates to clients and staff.

Find out more information about SOMS here: