Increasing competition and rising client demands have intensified the pressure on companies around the globe to provide exceptional service and create unprecedented customer value. In Achieving Breakthrough Service, you'll learn how to design and deliver exceptional service models that enable employees, owners, and customers to thrive simultaneously. Specifically, you'll explore how to hardwire your organization to achieve desired results, improve innovation through effective knowledge transfer, and align the "performance trinity" components: management and leadership, culture and values, and strategy and vision.

What You Can Expect

This leadership development program will provide you with 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.

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This leadership development program will provide you with 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.

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Your Course of Study

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

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

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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.

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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.

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Faculty

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
Professor of Business Administration. Member of the Accounting and Management Unit; and faculty cochair of "Achieving Breakthrough Service." Read Full Bio
Faculty Cochair
Baker Foundation Professor. Member of the General Management Unit; faculty chair of "Leadership Best Practices," and "Leadership for Senior Executives"; 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
Professor of Business Administration. Member of the Accounting and Management Unit; and faculty cochair of "Achieving Breakthrough Service."

W. Earl Sasser

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

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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.

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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.

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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.