Specializations: Design & Deliver Exceptional Services Specializations: Design & Deliver Exceptional Services
This Specialization welcomes executives seeking to acquire the latest innovative insights, optimal methodologies, well-established theoretical models, and contemporary business analytics resources required to tackle these challenges and guide their organizations in achieving the successful development and delivery of outstanding services.
ABOUT THE SPECIALIZATION
With modules occuring in Singapore and Paris, this Specialization will be appealing to participants who intend to pursue careers in, provide guidance for, assume leadership roles in, or make investments in service-oriented or manufacturing companies where service plays, or is increasingly becoming, a vital aspect of the value proposition.
In Singapore, we will examine how leading local firms succeed in delivering great experiences to their customers and will study in depth the following three questions:
-
How can service organizations adapt and innovate their offerings?
-
How can we better align organizational capabilities with customer needs?
-
How can we tap on analytics to measure and improve the quality of service delivery throughout the customer journey?
In Paris, students will explore innovative service companies and will also focus on world-class best practice organizations.
Students will also explore best practices for manufacturers wanting to add service to their products and move toward solutions, looking at both the benefits and challenges of these strategies.
By the conclusion of the program, students should understand the economics of both customer and employee loyalty and be familiar with best practices to achieve them in service settings, including professional services and the service arm of manufacturing firms.
KEY EXPERIENCES
Some themes explored:
- Transformational Customer Experiences
- Designing Customer-Centric Services: Design Thinkers
Why should you join this Specialization?
- You're looking to equip yourself with the cutting-edge thinking, best practices, established conceptual frameworks, and modern business analytics tools needed to address these challenges and lead their organizations towards the successful design and delivery of exceptional services
- You plan to work in, advise, lead, or invest in service organizations or manufacturing organizations where service is (or is becoming) a key component of the value proposition
Sample Courses:
• Employee Centricity at Salesforce • Design Thinking in Services • Subscription-based Business Models in B2B