Service Management Programs

Increased competition, fewer resources, and more demanding customers continue to challenge many organizations' ability to drive future growth and profitability. Organizations must move away from a functional or product-based structure toward one better aligned with the customer, and designed to build sustainable value. With two focused Executive Education programs tailored to managers in service firms and in manufacturing firms with service-based strategies, HBS brings together the latest research, practical strategies, and industry leaders to help you boost employee and customer satisfaction levels while increasing profits and growth.

1271563200

Achieving Breakthrough Service

Dates and Fees

  • April 18–21, 2010

  • $8,000
  • The program fee covers tuition, books, case materials, accommodations, and most meals.

Learn how to create service models that deliver value for customers, employees, and investors—while building strategic advantage. This intensive strategy-building program helps executives and senior managers take client service to new levels. You will explore the latest thinking on customer service, explore innovations, and learn how to implement service approaches that foster loyalty, increase profitability, and accelerate growth.

PROGRAM FACULTY: Dennis W. Campbell, Frances X. Frei (faculty chair), Das Narayandas, Ananth Raman, Anita L. Tucker

1277092800

Building and Leading Customer-Centric Organizations – Europe

Dates and Fees

  • June 21–25, 2010 (Paris, France)

  • €5,875
  • The program fee covers tuition, books, case materials, accommodations, and most meals.

Discover how successful companies align their organizations with customer needs in this intensive strategy program for senior executives. As you explore the steps and resources needed to create a truly customer-driven organization, you will gain a new perspective on your organization's challenges. You will return with a blueprint for effectively integrating tools, people, and processes around customers, thus growing and strengthening your customer base.

PROGRAM FACULTY: Ranjay Gulati (faculty cochair), Rajiv Lal (faculty cochair)

1280635200

Creating Value Through Service Excellence – China

Dates and Fees

  • August 1–5, 2010 (Harvard Center Shanghai)

  • $7,250 USD
  • The program fee covers tuition, books, case materials, accommodations, and most meals.

Discover how to turn service into a powerful competitive differentiator and in turn, compete more successfully in China and globally. In this program offered jointly by Harvard Business School and the School of Management, Fudan University in Shanghai, you will learn how to use the well-known Service Profit Chain framework to transform customers and employees into "owners," setting the stage for expansion into rapidly growing new markets.

PROGRAM FACULTY: Das Narayandas, W. Earl Sasser, Fan Xiucheng

Programs, dates, fees, and faculty are subject to change.

In accordance with Harvard University policy, Harvard Business School does not discriminate against any person on the basis of race, color, sex or sexual orientation, gender identity, religion, age, national or ethnic origin, political beliefs, veteran status, or disability in admission to, access to, treatment in, or employment in its programs and activities.