Thank you for your interest in Executive Education at Harvard Business School. The Creating Profit Through Service Excellence – China program is no longer offered in our program portfolio. You may wish to consider another Managing in China program.
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As China's impressive growth continues to attract investors, more businesses around the world are entering Asian markets. These forward-thinking companies recognize that by consistently delivering high-value service, they can expand into new markets and gain competitive advantage. Offered in partnership with the School of Management, Fudan University in Shanghai, Creating Profit Through Service Excellence—China examines how Chinese companies, Asian regional players, and multinational firms are achieving new levels of service excellence by turning customers and employees into "owners" (the percentage of your customers and employees who behave as owners are your Ownership Quotients). You will return to your company with proven strategies for transforming service into a powerful differentiator.
What You Can Expect
Through mastering the principles of the Service Profit Chain, you will increase your Ownership Quotients, improve customer loyalty, and enhance your capacity to expand into complex Asian markets. Redefining and redirecting your company's service vision and strategy will empower you to identify and capitalize on opportunities in Asia and beyond.
Your Course of Study
Taught in a Chinese-English bilingual format, this program offers a curriculum that balances theory and practice, drawing customer service insights from companies in Asia and around the world. Through faculty presentations, group exercises, and diverse case studies, you will acquire best practices for creating and executing winning service strategies.
Who Is Right for the Program
Designed for senior executives in service or manufacturing firms with service-based strategies, Creating Profit Through Service Excellence—China is appropriate for both consumer-focused and business-to-business companies. This leadership training program is ideal for the Asian company that wants to expand internationally and for the multinational or global firm expanding its service strategy in Asia. Individuals or teams are invited to attend.
For more information, please contact:
Harvard Center Shanghai
Ms. Vivian Friedman
Client Services Manager
Email: harvardchina@hbs.edu
Telephone: +86 21 5012 1606
Fax: +86-21-5012 1598