In today's fast-growing service sector, a new set of frameworks is required to build a robust and competitive service business. Achieving Breakthrough Service draws upon the latest research and insights to equip senior managers with a new toolkit for leading and managing service companies. As a participant in this program, you will work alongside some of Harvard Business School's most renowned service management thought leaders, including Frances Frei, Youngme Moon, and Das Narayandas. You will learn innovative methods for effectively managing employees and customers, designing exceptional service offerings, and creating a distinct and sustainable service model.

What You Can Expect

In this preeminent program for service-management executives, you will learn the fundamentals of designing and delivering breakthrough service while assessing and addressing gaps in your service execution. You will gain a sophisticated and comprehensive toolkit for creating distinct service strategies, leading a service organization, adapting to changing consumer needs, and developing a competitive edge in the service sector.

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In this preeminent program for service-management executives, you will learn the fundamentals of designing and delivering breakthrough service while assessing and addressing gaps in your service execution. You will gain a sophisticated and comprehensive toolkit for creating distinct service strategies, leading a service organization, adapting to changing consumer needs, and developing a competitive edge in the service sector.

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Your Course of Study

Structured around the three-part framework of "Design, Execution, Transformation," this program features a series of thought-provoking lectures, interactive case studies and hands-on workshops. While exploring new methods for delivering breakthrough service, you will learn how to identify gaps in your service offerings, leverage data and analytics to sharpen your business strategy, and find new opportunities to satisfy your customers and employees.

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Structured around the three-part framework of "Design, Execution, Transformation," this program features a series of thought-provoking lectures, interactive case studies and hands-on workshops. While exploring new methods for delivering breakthrough service, you will learn how to identify gaps in your service offerings, leverage data and analytics to sharpen your business strategy, and find new opportunities to satisfy your customers and employees.

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Who Is Right for the Program

Specifically designed for senior managers of 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 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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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.

Part of what makes Achieving Breakthrough Service distinctive is an extraordinary teaching team, which includes Frances Frei, Youngme Moon, Das Narayandas, Dennis Campbell, Ryan Buell, and Kris Ferreira. Through publishing, consulting, and teaching, these faculty have leveraged their business expertise and field-based research to develop enduring concepts that shape the practice of service management. As a result, Achieving Breakthrough Service will challenge participants' thinking and enable them to become superior business leaders.

Edsel Bryant Ford Professor of Business Administration. Senior Associate Dean, External Relations and Harvard Business Publishing. Member of the Marketing Unit; and faculty cochair of "Law Firm Leadership and Management—China." Read Full Bio
Donald K. David Professor of Business Administration. Senior Associate Dean for Strategy and Innovation; Member of the Marketing Unit; and faculty cochair of the "Entrepreneurship Education Colloquium on Participant-Centered Learning." Read Full Bio
UPS Foundation Professor of Service Management. Senior Associate Dean, Executive Education; and member of the Technology and Operations Management Unit; and faculty cochair of "Senior Executive Leadership Program—Middle East." Read Full Bio

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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.

Part of what makes Achieving Breakthrough Service distinctive is an extraordinary teaching team, which includes Frances Frei, Youngme Moon, Das Narayandas, Dennis Campbell, Ryan Buell, and Kris Ferreira. Through publishing, consulting, and teaching, these faculty have leveraged their business expertise and field-based research to develop enduring concepts that shape the practice of service management. As a result, Achieving Breakthrough Service will challenge participants' thinking and enable them to become superior business leaders.

Das Narayandas

Edsel Bryant Ford Professor of Business Administration. Senior Associate Dean, External Relations and Harvard Business Publishing. Member of the Marketing Unit; and faculty cochair of "Law Firm Leadership and Management—China."

Youngme E. Moon

Donald K. David Professor of Business Administration. Senior Associate Dean for Strategy and Innovation; Member of the Marketing Unit; and faculty cochair of the "Entrepreneurship Education Colloquium on Participant-Centered Learning."

Frances X. Frei

UPS Foundation Professor of Service Management. Senior Associate Dean, Executive Education; and member of the Technology and Operations Management Unit; and faculty cochair of "Senior Executive Leadership Program—Middle East."

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Admissions

The Admissions Committee meets monthly, and admits qualified candidates on a rolling, space available basis. Early application is strongly encouraged. 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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The Admissions Committee meets monthly, and admits qualified candidates on a rolling, space available basis. Early application is strongly encouraged. 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.

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