Fall 2018 Syllabus

Module 1: Designing Service Systems

Creating distinctive and sustainable service strategies
  • September 5: Commerce Bank – Designing Service Excellence
  • September 10: Bugs Burger Bug Killers  – Differentiating on Service
  • September 11: Innovation at Progressive – Extending the Core Service
  • September 12: Service Experience Exercise – Experiencing Service Design
  • September 17: Zappos 2009  – Fostering a Service Culture
  • September 18: Module Wrap / New Service Design Kickoff

Module 2: Managing Customers

Designing experiences that turn customers into raving fans
  • September 19: Lexoo: Building a Long-Lasting Platform  – The Service Profit Chain
  • September 24: Zip Car: Influencing Customer Behavior  – Nudging Customers
  • September 25: Rapid Rewards at Southwest Airlines  – Managing Customer Requests
  • October 1: Breakfast at the Paramount – Managing Customer Experiences
  • October 2: Compass Group: The Ascension Health Decision  – Maintaining Focus
  • October 9: Customer Compatibility Exercise – Lessons From the Field
  • October 15: Tiffany & Co.  – Managing Multiple Segments
  • October 16: Commonwealth Bank of Australia  – Customer Self-Selection
  • October 22: Oberoi Hotels: Train Whistle in the Tiger Reserve  – Anticipatory Service
  • October 23: Module Wrap / New Service Design – Bridging Customers and Employees

Module 3: Managing Employees

Creating the conditions under which employees thrive
  • October 29: The Dabbawala System: On Time Delivery Every Time  – Task Design
  • October 30: Babcom: Opening Doors  – Managing for Focus and Inclusion
  • November 5: Belk: Towards Exceptional Scheduling  – Managing Employee Experiences
  • November 6: The $70,000 CEO at Gravity Payments  – Working Towards Sustainability
  • November 13: QuikTrip / Module Wrap  – Integration and the Good Jobs Strategy

Module 4: Learning and Integration

Adapting to changing customer needs and competitive landscapes
  • November 14: Letter Writing Exercise Debrief  – Learning from Customers
  • November 19: Dutch Bros. Coffee  – Prioritizing Improvements Amid Growth
  • November 20: Electric Maze Exercise  – Team Learning and Implementation
  • November 26: New Service Design Showcase  – Putting the Lessons into Practice
  • November 27: Transporting Uber  – Transformational Leadership
  • December 3: Improving Access at VA  – Integration and Transformation
  • December 4: Final Class: A Fall Before Rising / Course Wrap  – Moving Forward

Click here to read a description of the course.