WHO SHOULD & WHY ATTEND The first module pertains to Service Management and gets to the heart of how companies compete on the basis of service, how to blueprint and design service experiences, how to create a culture of service excellence, how to recover from service failure, and how to hear the voice of the customer. This program is geared toward managers responsible for the implementation of service strategies such as satisfaction programs or managing service teams. It is also appropriate for senior managers with limited formal training in the foundations of service management or who want to attend with some of their direct reports in an effort to build a common vision. Because the focus of Module 1 is on learning the essential tools to develop the foundation of outstanding organizational service performance, participants will come away with a solid command of the key levers associated delivering service excellence. The Service Management Module also provides a foundation for the Advanced Service Leadership Module.
WHO SHOULD & WHY ATTEND The second module relates to Advanced Service Leadership. During this intensive period topics of current relevance to achieving a competitive advantage through service will be examined. Whereas the focus on the first module is on implementation, here the focus is on vision expansion and looking for new growth opportunities and is geared toward higher-mid and senior managers responsible for strategy development. Topics for this module are selected to be cutting edge relevant and include issues of business model development, how to value services, leveraging technology, customer engagement and change management. This module is designed specifically for those professionals who possess a considerable understanding of service delivery and execution (as well as those who have completed Module 1, Service Management) and who desire to obtain a deeper, more strategic approach to advancing service leadership.
For both modules, you as a participant are encouraged to bring a current challenge you are facing regarding your service offerings or strategy. Time will be dedicated in class to breakout and work on these issues, with the assistance of an executive coach who will assist in framing the challenge prior to your arrival and helping to facilitate the development of different options you might consider moving forward.
While we have found that there is tremendous value for all participants of the Institute, our experience has been that those who attend with others from their organizations gain an incredible amount of benefit from working together on their challenges. Some teams even choose to work together on a core challenge faced by their company, and thus leverage the applicability of the output. Team members gain a collective understanding of the principles and tools presented, forming a "common language" wherein they can more smoothly develop and refine their action plans going forward. Experiencing the learning together helps to motivate and inspire each team member, bringing the team together collectively to focus on the goal of advancing their groups and organizations through service leadership. You and your team will emerge from SSI with a deeper understanding of the dramatic impact service can have on operations and profitability, and return to your organization inspired with a plan of action to build and lead stronger teams.
Area Vice President, Professional Services; Sr. HR Business Manager; Business Operations Professional; Director, Product Support; Director, Professional Services; Director of Operations; Sr. Technical Support Manager; Program Manager and Site Leader; Sr. Manager, Implementation Services Manager, Sales & Customer Support; Chief Value Officer; Sr. Manager, Global Services; Vice President; Operations Manager; Leadership Enterprise Development Associate; Claims Manager; Sr. Manager, Global Service; Vice President, Client Success; Guest Experience Manager; Sr. Director Central Service; Director, Global Service Logistics; Assistant Director, Student Service Initiatives; Associate Director of Engagement, Student Success Innovations; Client Relationship Director; Manager; National Business Manager; Product Portfolio Manager; Sr. Manager, Technical Support Supervisor; Operations Manager; Director, Customer Experience; Sr. Customer Experience Director; Sr. Director, Account Advocacy, Services
Education, Healthcare, Hospitality, Financial Services and Insurance, Energy and Utilities, Telecommunications, Construction and Manufacturing, Travel and Entertainment, Technology, Transportation, Non-Profit Organizations and more. We look forward to you being a part of the Sun Devil community with us here at the W. P. Carey School of Business at ASU! If you would like to speak to someone with additional questions regarding SSI, contact us: csl@asu.edu and we will be happy to assist you.
We welcome you to sign up to receive the latest news and updates from the CSL.
As an added benefit to signing up to our mailing list, you will gain exclusive access to our “Services Blueprinting Toolkit,” a versatile technique for service and innovation.
Center for Services Leadership
W. P. Carey School of Business
Arizona State University