Program Announcement

The information below is based on the program offered in 2016, and does not reflect potential changes to faculty and course content for the 2017 course.

As competition intensifies globally, even market-leading companies are looking for new ways to increase customer satisfaction and expand service delivery. Achieving Breakthrough Service is designed to help senior managers deliver exceptional service to customers, employees, and shareholders—and, in turn, boost firm performance, profitability, and growth. Focused on service excellence, you will delve into the latest business models for improving customer centricity, raising service standards, measuring performance, and sustaining competitive advantage.

What You Can Expect

Approaching service as a strategic set of business processes, this leadership development program will empower you to align your firm's service strategy, organizational structure, incentives, and teamwork across all functions. You will emerge fully prepared to design luxury service models for the most exacting customers, execute continuous improvement, and respond to evolving expectations and competition.

Read More

Approaching service as a strategic set of business processes, this leadership development program will empower you to align your firm's service strategy, organizational structure, incentives, and teamwork across all functions. You will emerge fully prepared to design luxury service models for the most exacting customers, execute continuous improvement, and respond to evolving expectations and competition.

Read More

Your Course of Study

Immersed in a series of thought-provoking lectures, interactive case studies, and hands-on workshops, you will explore the meaning of service excellence from the customer’s perspective. Along the way, you will build the skills, mindset, and vision to identify the root causes of service challenges, change the culture of service delivery, and create long-term value for customers, employees, and shareholders.

Read More

Immersed in a series of thought-provoking lectures, interactive case studies, and hands-on workshops, you will explore the meaning of service excellence from the customer’s perspective. Along the way, you will build the skills, mindset, and vision to identify the root causes of service challenges, change the culture of service delivery, and create long-term value for customers, employees, and shareholders.

Read More

Who Is Right for the Program

Specifically designed for senior managers of large established service firms or manufacturing firms with service-based strategies, this program is most useful to individuals with the authority to initiate change across the organization. Executives with responsibility for marketing, operations, strategy, and human resources have had great success in this program. To foster teamwork and maximize the learning impact, admission preference is given to senior management teams composed of four to eight individuals.

Read More

Specifically designed for senior managers of large established service firms or manufacturing firms with service-based strategies, this program is most useful to individuals with the authority to initiate change across the organization. Executives with responsibility for marketing, operations, strategy, and human resources have had great success in this program. To foster teamwork and maximize the learning impact, admission preference is given to senior management teams composed of four to eight individuals.

Read More

Every Harvard Business School Executive Education program is developed and taught by HBS faculty who are widely recognized as skilled educators, groundbreaking researchers, and award-winning authors. Through publishing, consulting, and teaching, HBS faculty leverage their business expertise and field-based research to develop enduring concepts that shape the practice of management. The result is an Executive Education teaching team whose groundbreaking insights challenge participants' thinking and enable them to become superior business leaders.

Faculty Cochair
Dwight P. Robinson, Jr. Professor of Business Administration. Unit Head, Accounting and Management; and faculty cochair of "Achieving Breakthrough Service." Read Full Bio
Faculty Cochair
Baker Foundation Professor. Member of the General Management Unit; and faculty chair of "Leadership Best Practices," and faculty cochair of "Achieving Breakthrough Service." Read Full Bio

View Entire Teaching Team

Every Harvard Business School Executive Education program is developed and taught by HBS faculty who are widely recognized as skilled educators, groundbreaking researchers, and award-winning authors. Through publishing, consulting, and teaching, HBS faculty leverage their business expertise and field-based research to develop enduring concepts that shape the practice of management. The result is an Executive Education teaching team whose groundbreaking insights challenge participants' thinking and enable them to become superior business leaders.

Dennis W. Campbell

Faculty Cochair
Dwight P. Robinson, Jr. Professor of Business Administration. Unit Head, Accounting and Management; and faculty cochair of "Achieving Breakthrough Service."

W. Earl Sasser

Faculty Cochair
Baker Foundation Professor. Member of the General Management Unit; and faculty chair of "Leadership Best Practices," and faculty cochair of "Achieving Breakthrough Service."

View Entire Teaching Team

Admissions

Please submit your application at least four weeks before the program start date. Since qualified candidates are admitted on a rolling, space-available basis, early application is encouraged. Admission is selective and based on professional achievement and organizational responsibility. Although there are no formal educational requirements, proficiency in written and spoken English is essential. Because Executive Education programs enhance the leadership capacity of the participants as well as their organizations, HBS expects the full commitment of both. While participants are attending a program, sponsoring organizations agree to relieve them of their work responsibilities so that they can fully focus on the learning experience.

Read More

Please submit your application at least four weeks before the program start date. Since qualified candidates are admitted on a rolling, space-available basis, early application is encouraged. Admission is selective and based on professional achievement and organizational responsibility. Although there are no formal educational requirements, proficiency in written and spoken English is essential. Because Executive Education programs enhance the leadership capacity of the participants as well as their organizations, HBS expects the full commitment of both. While participants are attending a program, sponsoring organizations agree to relieve them of their work responsibilities so that they can fully focus on the learning experience.

Read More

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.

Related Resources

View all related resources