Fall 2022 Syllabus

1. Designing Successful Service Organizations

Creating distinctive and sustainable service strategies
  • September 6: Commerce Bank – Designing Service Excellence
  • September 7: Bugs Burger Bug Killers  – Differentiating on Service
  • September 12: Innovation at Progressive – Extending the Core Service
  • September 13: Zappos and Amazon  – Fostering a Service Culture
  • September 19: Getaway  – The Service Profit Chain
  • September 20: Module Wrap / New Service Design Launch

2. Engaging Customers

Designing experiences that turn customers into devoted fans
  • September 26: Zameer Kassam Fine Jewelry: Engaging Clients
  • September 27: Rapid Rewards at Southwest Airlines – Managing Requests
  • October 3: Breakfast at the Paramount – Serving when Tastes Change
  • October 4: Customer Compatibility Exercise – Lessons From the Field
  • October 5: Commonwealth Bank of Australia  – Customer Selection and Experimentation
  • October 11: Oberoi Hotels: Train Whistle in the Tiger Reserve  – Anticipatory Service
  • October 17: Module Wrap / New Service Design Workshop

3. Elevating Employees

Creating the conditions under which employees thrive
  • October 18: The Dabbawala System: On Time Delivery Every Time  – Job Design
  • October 19: Union Square Hospitality Group: Hospitality Included  – Seeking Sustainability
  • October 24: The Great Resignation – Diagnosing and Solving
  • October 25: We are Rosie – New Models of Work
  • October 31: Babcom: Opening Doors  – Fostering Internal Service Quality
  • November 1: QuikTrip  – The Good Jobs Strategy
  • November 2: Module Wrap / New Service Design Workshop

4. Learning and Integration

Adapting to changing customer needs and competitive landscapes
  • November 7: Letter Writing Exercise  – Learning from Customers
  • November 14: Dutch Bros. Coffee  – Prioritizing Improvements Amidst Growth
  • November 15: Electric Maze Exercise  – Organizing to Learn and Execute
  • November 21: New Service Design Showcase  – Putting the Lessons into Practice
  • November 22: Canlis: Turning Toward  – Adaptation and Change
  • November 28: Improving Access at VA  – Integration and Transformation
  • November 29: Final Class: A Fall Before Rising  – Moving Forward

Click here to read a description of the course.