Fall 2019 Syllabus

1. Designing Service Organizations

Creating distinctive and sustainable service strategies
  • September 4: Commerce Bank – Designing Service Excellence
  • September 9: Bugs Burger Bug Killers  – Differentiating on Service
  • September 10: Innovation at Progressive – Extending the Core Service
  • September 11: Zappos 2009  – Fostering a Service Culture
  • September 16: Lexoo: Building a Long-Lasting Platform  – The Service Profit Chain

2. Managing Customers

Designing experiences and crafting behaviors that turn customers into raving fans
  • September 23: Zip Car: Influencing Customer Behavior  – Nudging Customers
  • September 24: Rapid Rewards at Southwest Airlines  – Managing Customer Requests
  • September 30: Breakfast at the Paramount – Managing Customer Experiences
  • October 1: Compass Group: The Ascension Health Decision  – Maintaining Focus
  • October 7: Customer Compatibility Exercise – Lessons From the Field
  • October 8: Commonwealth Bank of Australia  – Customer Self-Selection

3. Managing Employees

Creating the conditions under which employees thrive
  • October 9: Oberoi Hotels: Train Whistle in the Tiger Reserve  – Anticipatory Service
  • October 16: The Dabbawala System: On Time Delivery Every Time  – Task Design
  • October 28: The $70,000 CEO at Gravity Payments  – Working Towards Sustainability
  • October 29: Babcom: Opening Doors  – Leading for Focus and Inclusion
  • November 4: QuikTrip / Module Wrap  – Integration and the Good Jobs Strategy

4. Learning and Integration

Adapting to changing customer needs and competitive landscapes
  • November 12: Letter Writing Exercise  – Learning from Customers
  • November 13: Dutch Bros. Coffee  – Prioritizing Improvements Amid Growth
  • November 18: Electric Maze Exercise  – Team Learning and Implementation
  • November 25: New Service Design Showcase  – Putting the Lessons into Practice
  • November 26: Transporting Uber  – Transformational Leadership
  • December 2: Improving Access at VA  – Integration and Transformation
  • December 3: Final Class: A Fall Before Rising  – Moving Forward

Click here to read a description of the course.