Achieving Breakthrough Service Driving Performance and Profitability

Dates and Fees

  • April 18–21, 2010

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

Increasing competition and rising client demands have intensified the pressure on companies around the globe to provide exceptional service and create unprecedented customer value. To achieve this type of breakthrough value, businesses must understand the interrelated behavior and needs of their three key constituencies—clients, employees, and investors. Most companies that care about service focus exclusively on providing good customer service, not on satisfying employees and investors along the way. As a result, they often create unsustainable service strategies and overlook opportunities to increase top-line growth and profits. In Achieving Breakthrough Service, you will learn how to design and deliver exceptional service models that enable employees, owners, and customers to thrive simultaneously.

What You Can Expect
This leadership development program will provide the tools and ideas you need to drive satisfaction, commitment, and loyalty among both clients and employees—and to lead your organization to improved profitability and accelerated growth.

Your Course of Study
Immersed in a series of thought-provoking lectures, interactive case studies, and hands-on workshops, you will explore the strategic steps required to achieve service breakthroughs and deliver differentiated products and services. Along the way, you will acquire the skills to identify and overcome the persistent obstacles to performance, and create long-term value for customers, employees, and shareholders.

Who Is Right for the Program
Specifically designed for senior managers in service firms and in manufacturing firms with service-based strategies, this program is most useful to individuals with the authority to make decisions and initiate change across the organization. Executives with responsibility for marketing, operations, strategy, and human resources have had great success in this program. To encourage organization-wide impact, admission preference is given to senior management teams composed of four to eight individuals. The curriculum is appropriate for managers in business-to-consumer and business-to-business organizations.

View other service management programs
 

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.