HARVARD BUSINESS SCHOOL | Executive Education
HBS@WORK

Achieving Breakthrough Service

09–12 APR 2017
HBS CAMPUS
Communication and access to information are nearly effortless these days—not only for clients, but also for employees and shareholders. As a result, exceptional service is more important than ever, and organizations in every industry need to anticipate and meet changing expectations to thrive in the long term. The Achieving Breakthrough Service program is designed to help business leaders meet these challenges, providing the essential tools and insights to improve customer centricity and drive competitive advantage. Engaged in a dynamic exchange with other service-oriented senior managers, you will learn how to transform the culture of service delivery in your organization.
Business Operations EDITION
Faculty Insights  |  Related Programs  |  Publication Spotlight  |  Upcoming Programs  |  How to Prioritize Your Company’s Projects  | How 4 Retailers Became “Best Places to Work”  |  Kick-Ass Customer Service  |  The Power of Positive Surveying  |  Comprehensive Leadership Programs
FACULTY INSIGHTS
A Transformation Is Under Way at U.S. Veterans Affairs. We Got an Inside Look.
The recent health care crisis at the VA has been well documented. When Robert McDonald was appointed Secretary of Veterans Affairs in 2014, the organization was plagued by poor funding, prolonged wait times for care, falsified records, and other dilemmas. In this Harvard Business Review article, Ryan W. Buell, faculty chair of Achieving Breakthrough Service at HBS, describes how McDonald, an Army veteran and experienced executive at Procter & Gamble, fundamentally changed the culture at the VA and what his experience can teach business leaders about reshaping service in their own organizations. Read more.
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PARTICIPANT TESTIMONIAL
At [Achieving Breakthrough Service], we were not just learning for the sake of learning. Rather, we came away with extremely practical things to do in our companies. Each day of the program, I distilled key takeaways and identified specific actions that I wanted to take and wanted my team to take.” Read more testimonials.

CHRISTINE MERRITT
HEAD OF PREMIER PARTNERSHIPS, GOOGLE INC., U.S.
PUBLICATION SPOTLIGHT
Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei and Anne Morriss
Uncommon Service:
How to Win by Putting Customers at the Core of Your Business
In a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. HBS professor Frances X. Frei and Anne Morriss (MBA '04) reveal a transformed view of service, presenting an operating model built on tough choices organizations must make. Key questions to consider include: How do customers define “excellence” in your offering?; How will you get paid for that excellence?; How will you empower your employees to deliver excellence?; and How will you get your customers to behave? Learn more.
FEATURED RESOURCES
How to Prioritize Your Company’s Projects
Why every organization needs a “hierarchy of purpose.”
How 4 Retailers Became “Best Places to Work”
Culture matters as much as wages.
Kick-Ass Customer Service
How to retain the best reps in a self-service world.
The Power of Positive Surveying
An opportunity to subtly influence customer perceptions.
COMPREHENSIVE LEADERSHIP PROGRAMS
Each comprehensive leadership program delivers a transformative HBS experience to individuals at all levels—from top executives and general managers to high-potential leaders and business owners. Participants will return to their organizations with a refreshed perspective and lifelong connections—ready to lead at the next level.
Advanced Management Program
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General Management Program
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Harvard Business Review
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20–24 MAR 2017
Leading Change and Organizational Renewal
26–31 MAR 2017
Leadership for Senior Executives
03–07 APR 2017
NEW PROGRAM
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Global CEO Program for China
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30 MAY–02 JUN 2017
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31 MAY–03 JUN 2017
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Global Strategic Management
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Finance for Senior Executives
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10–15 JUL 2017
Driving Corporate Performance
16–21 JUL 2017
Strategic Perspectives in Nonprofit Management
16–22 JUL 2017
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Executive Education
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