Fall 2020 Syllabus

1. Designing Successful Service Organizations

Creating distinctive and sustainable service strategies
  • September 2: Commerce Bank – Designing Service Excellence
  • September 8: Bugs Burger Bug Killers  – Differentiating on Service
  • September 9: Innovation at Progressive – Extending the Core Service
  • September 15: Zappos 2009  – Fostering a Service Culture
  • September 21: Getaway  – The Service Profit Chain
  • September 22: Module Wrap / New Service Design Launch

2. Engaging Customers

Designing experiences that turn customers into devoted fans
  • September 28: Zameer Kassam Fine Jewelry: Engaging Clients  – Customer Intimacy
  • September 29: Rapid Rewards at Southwest Airlines  – Managing Customer Requests
  • September 30: Breakfast at the Paramount – Managing Customer Experiences
  • October 5: Compass Group: The Ascension Health Decision  – Maintaining Focus
  • October 6: Customer Compatibility Exercise – Lessons From the Field
  • October 13: Commonwealth Bank of Australia  – Customer Self-Selection
  • October 14: Oberoi Hotels: Train Whistle in the Tiger Reserve  – Anticipatory Service
  • October 19: Module Wrap / New Service Design Workshop

3. Elevating Employees

Creating the conditions under which employees thrive
  • October 20: The Dabbawala System: On Time Delivery Every Time  – Task Design
  • October 26: IBM Retail Business Assessment at Dillards – Sustainable Scheduling
  • October 27: The $70,000 CEO at Gravity Payments  – Living Wages
  • November 2: Union Square Hospitality Group: Hospitality Included  – Taking Action
  • November 3: Babcom: Opening Doors  – Leading for Focus and Inclusion
  • November 9: QuikTrip  – The Good Jobs Strategy
  • November 10: Module Wrap / New Service Design Workshop

4. Learning and Integration

Adapting to changing customer needs and competitive landscapes
  • November 16: Letter Writing Exercise  – Learning from Customers
  • November 17: Dutch Bros. Coffee  – Prioritizing Improvements Amid Growth
  • November 23: New Service Design Showcase  – Putting the Lessons into Practice
  • November 24: Transporting Uber  – Transformational Leadership
  • November 30: Improving Access at VA  – Integration and Transformation
  • December 1 Final Class: A Fall Before Rising  – Moving Forward

Click here to read a description of the course.