Fall 2016 Syllabus

Module 1: Designing Service Systems

Creating distinctive and sustainable service strategies
  • August 31: Commerce Bank – Designing Service Excellence
  • September 6: Bugs Burger Bug Killers  – Differentiating on Service
  • September 7: Innovation at Progressive – Extending the Core Service
  • September 12: Service Experience Exercise – Experiencing Service Design
  • September 13: Zappos 2009  – Fostering a Service Culture
  • September 14: Module Wrap / New Service Design Kickoff

Module 2: Managing Customers

Designing experiences that turn customers into raving fans
  • September 19: Zip Car: Influencing Customer Behavior  – Nudging Customers
  • September 20: Rapid Rewards at Southwest Airlines  – Managing Customer Requests
  • September 26: Breakfast at the Paramount – Managing Experiences
  • September 27: Customer Compatibility Exercise  – Lessons from the Field
  • October 3: Tiffany & Co.  – Managing Multiple Segments
  • October 4: Compass Group: The Ascension Health Decision  – Maintaining Focus
  • October 11: Oberoi Hotels: Train Whistle in the Tiger Reserve  – Anticipatory Service
  • October 12: Module Wrap / New Service Design Workshop

Module 3: Managing Employees

Creating the conditions under which employees thrive
  • October 17: Trouble at Tessei  – Coordinating the Front Line
  • October 18: The Dabbawala System: On Time Delivery Every Time  – Task Design
  • October 31: Belk: Towards Exceptional Scheduling  – Managing Employee Experiences
  • November 1: Gravity Payments  – Working Towards Sustainability
  • November 7: Samantha Bee at TBS  – Diversity
  • November 8: QuikTrip / Module Wrap  – Integration and the Good Jobs Strategy

Module 4: Learning and Integration

Adapting to changing customer needs and competitive landscapes
  • November 15: Letter Writing Exercise Debrief  – Learning from Customers
  • November 21: Dutch Bros. Coffee  – Prioritizing Improvements Amid Growth
  • November 22: Team Learning Simulation  – Implementation Challenges
  • November 28: Improving Access at VA  – Integration and Transformation
  • November 29: New Service Design Showcase  – Putting the Lessons into Practice
  • December 5: Module Wrap / New Service Design Workshop
  • December 6: Final Class: A Fall Before Rising / Course Wrap  – Moving Forward

Click here to read a description of the course.