SSI2017 Sept Brochure v3.indd

Empirical knowledge, practical tools and strategic insights to compete – and win – through service excellence

Strategic Service Institute How can you maximize the impact of each customer and employee? How can you deliver the service experiences your customers seek? How can you align your organization around your customers’ needs?

Fall 2017 Module 1 • September 11 – 13, 2017 Module 2 • September 13 – 15, 2017 September 11 – 15, 2017 McCord Hall, W. P. Carey School of Business Arizona State University, Tempe Campus wpcarey.asu.edu/institute

Center for Services Leadership

Strategic Service Institute

The CSL revolutionizes service education with SSI, the only program providing an on-campus, executive education experience in service excellence

The Center for Services Leadership (CSL) is widely recognized as the established leader in service research and executive education. This year, the Center announces an evolution in the renowned Services Leadership Institute, transforming into a new, two module format: the Strategic Service Institute (SSI). The tradition of providing the core tools necessary to lead in a service-centric context continues Each module offers a rigorous examination of operational frameworks, pragmatic steps to achieve successful implementation and a strong interactive format in which participants are encouraged to share current issues they face and develop action plans to deal with these challenges. MODULE 1: SERVICE MANAGEMENT Essential toolsets to develop (or improve!) the foundation for outstanding organizational service performance. Participants will return with the practical, fundamental managerial knowledge base to vault the organization to the next level of service excellence NOW. MODULE 2: ADVANCED SERVICE LEADERSHIP Leverage the toolsets acquired in Module 1 to strategically pilot the organization to the NEXT levels of service excellence. Each module may be taken individually, or together over the course of five days. To derive the greatest benefit, multiple persons from the same organization should attend both modules. At the Institute, you will learn how to diagnose and strengthen > >

Quick facts about the W. P. Carey School of Business at Arizona State University Among the largest business schools in the US, with more than 13,000 students (1,400 graduate and Ph.D. students and 12,000 undergraduates) representing 110 countries. Highly ranked as having the #30 full-time MBA program, the #27 part-time MBA program, and a Top 5 online MBA program in the nation as ranked by the U.S. News & World Report and ranked as the #13 Executive MBA in the world, according to The Wall Street Journal. Highly respected for its exceptional faculty, including Nobel Prize winner Edward Prescott. Internationally renowned for its 12 outstanding research centers, including the Center for Services Leadership. One of the highest MBA placement rates for its graduates of any MBA program in the country. Extensive, international alumni network of support includes more than 90,000 individuals.

Explore what your customers really expect — you’ll understand how price

Learn how to develop quality service designs — “blueprinting” will teach you how to develop a visual representation of the key steps and internal relationships in your service process that can deliver highly satisfying services.

can set expectations, how to recover disappointed customers and how to help your company see your service processes from the customer’s viewpoint.

Page 2 | Register online at wpcarey.asu.edu/institute or call 480-965-6201

Past participants have come from a wide range of industries and organizations such as: Construction and Manufacturing Accuray, Applied Materials, Boeing, Caterpillar, Cummins Engine, Del Webb, First Solar, Ford Motor Company, Harley-Davidson Motor Company, iMFLUX, Lockheed Martin, Proctor & Gamble, Sony Electronics Energy and Utilities Arizona Public Service, Denver Water, Enphase Energy, NYNEX, PHM, Salt River Project, Southern California Edison Financial Services, Consulting and Insurance American Express, Araamis, Goldman Sachs, Longboard Asset Management, State Farm Bank, State Farm Insurance, The Co-operators Health Care Abbott, Agilent Technologies, Allscripts, Blue Cross Blue Shield of Arizona, Boston Scientific, Cardinal Health, CIGNA, GE Medical Systems, Intuitive Surgical, Johnson & Johnson, Mayo Clinic, TriWest Healthcare Non-Profit AARP, Arizona State University, The Annenberg Center, The Arthritis Foundation, The Lighthouse for the Blind, Mayo Clinic, National Industries for the Blind, St. Jerome’s University, Texas A&M University, Tempe Tourism, The Wharton School, Whistler Chamber of Commerce Science and Technology Avnet, Cisco, Datacard, EDS, Hewlett-Packard, Honeywell, IBM, Intermec Technologies, Jobing.com, Juniper Networks, Lenovo, LifeLock, Lutron Electronics, Motorola, Oracle, Siemens, Siemens Building Technologies, Texas Instruments, VWR International Telecommunications AT&T, BC Telecom, CenturyLink, Cox Communications, Ericsson, Sprint, TELUS Transportation Burlington Northern Santa Fe , FedEx, U.S. Postal Service Travel and Entertainment American Airlines, Best Western International, Caesars Palace, Disney, Enterprise Rent-a-Car, Harrah’s, KOA, Scandinavian Airlines System

Center for Services Leadership

At the Institute, we will challenge you by: • Asking that you co-create your learning experience by bringing a specific service challenge you want addressed. • Engaging you with renowned faculty and business experts to keep you immersed in your learning experience. • Providing opportunities for in depth discussions and hands- on application exercises — we expect you to prepare in advance and contribute to the discussion! We ensure that you will be able to make the most of the networking opportunities by: • Limiting the number of attendees to ensure meaningful engagement with other professionals across industries. • Encouraging you to work on team exercises that provide an opportunity for you to share ideas and immediately apply them to your business. • Inviting you to participate in networking lunches and evening events where you can share ideas and experiences. All professionals who must understand how to use service as a source of competitive advantage will benefit from attending SSI

Discover the best ways to deliver to your services standards key weak spots in your service offerings > >

Understand the critical differences between your organization and world-class service firms — you’ll learn key principles of companies known for their outstanding service cultures and their ability to create consistent, highly profitable service offerings.

— you’ll learn how to manage people and

processes to effectively keep services promises and how to use technology to engage your customers and enhance their service experience.

Strategic Service Institute | Arizona State University | Page 3

Strategic Service Institute Modules

Module 1 Service Management Fall 2017: 1:00 p.m. Monday, Sept. 11, 2017 – 12:00 noon Wednesday, Sept. 13, 2017

This module provides participants a solid command of the key levers associated with service excellence. Moreover, this content provides a foundation for the Advanced Service Leadership Module. All team members with a hand in service design and delivery from the CEO to front line management, benefit from sharing a common foundational language pertaining to the tools in the “service toolkit” and how best to leverage them. The Service Management Module provides this common foundational language, as well as the practical tools to design and deliver service on an operational level. At the conclusion of this learning experience, each attendee will receive a Certificate in Service Management.

Themes

Presentations

Excelling at Service by Closing the Gaps

Understanding How to Excel at Service

Blueprinting the Service Experience

Designing the Service Experience

Delivering Service Excellence Through People and Technology Implementing Best Practices in Service Recovery

Delivering the Service Experience

Hearing the Voice of the Customer Measuring and Managing Service from the Customer’s Point of View

Listening to and Responding to the Customer

“This was the best management training program I have ever attended. The faculty and speakers were both knowledgeable and inspirational! I couldn’t help but imagine all the areas where the tools we learned would help our organization provide better service for our customers. I came away feeling even more passionate about the work I do every day.” Jessica Lemus, Lutron Electronics

Page 4 | Register online at wpcarey.asu.edu/institute or call 480-965-6201

Given the sequential nature of these modules, it is possible for an individual to take one or both of these offerings during the Institute. To bring the most impact back to your organization, participation in both modules is strongly recommended.

Module 2 Advanced Service Leadership Fall 2017: 1:00 p.m. Wednesday, Sept. 13, 2017 – 12:00 noon Friday, Sept. 15, 2017

For individuals with considerable understanding of service excellence, the Advanced Service Leadership Module provides a deeper, more strategic approach to identify what’s NEXT for your organization’s service frontier – and how to chart a course to get there. Cutting-edge strategies associated with advanced service leadership will be explored in this module, to expand the skillset of individuals who are charged with leading in highly dynamic, competitive service contexts. At the conclusion of this learning experience, each attendee will receive a Certificate in Advanced Service Leadership Participants in Module 1, as well as participants in past Strategic Leadership Institutes: Module 2 provides entirely new and different material.

Themes

Presentations

Business Model Innovation/Disruption and Growth Innovation in Service-Centric Firms

Unleashing Service Growth

Leveraging the Digital Transformation of Service Encouraging Deep Customer Engagement

Getting Closer to the Customer

Revisiting the Value/Cost Equation: Strategies for Combining Outstanding Service Quality and Low Costs/Productivity Capturing MORE Value from Services: Unleashing the Profit Potential of Services Leading Under Uncertainty Creating and Managing a Service-Centric Culture Change Management for Service Organizations

Capturing More Value from Service

Leading the Service Organization

“ For me, the Advanced Service Leadership module was very informative and definitely timely for what our organization is looking to accomplish. Other conferences tend to tell you what you are supposed to be doing to be competitive in the market place — but they don’t necessarily tell you HOW to do it. SSI actually gives you practical tools to help you get there. Everyone in the program is very supportive and you get the feeling that the relationship doesn’t end after the two days. You have their support for as long as you want it.” Suzanne Davison, Intuitive Surgical

Strategic Service Institute | Arizona State University | Page 5

Strategic Service Institute Faculty

Mary Jo Bitner, Ph.D. Edward M. Carson Chair in Service Marketing, Professor and Co-Executive Director, Center for Services Leadership W. P. Carey School of Business, ASU

Suzanne Peterson, Ph.D. Associate Professor Thunderbird School of Global Management, a Unit of the ASU Knowledge Enterprise

R. Gary Bridge, Ph.D. Currently Managing Director Snow Creek Advisors LLC Formerly SVP and Global Lead Cisco Systems, Inc.

Amy Ostrom, Ph.D. PetSmart Chair in Services Leadership Professor and Chair Department of Marketing Center for Services Leadership W. P. Carey School of Business, ASU Wolfgang Ulaga, Ph.D. AT&T Professor of Services Leadership and Co-Executive Director Center for Services Leadership W. P. Carey School of Business, ASU Development, Department of Strategic Management & Globalization; Academic Director, CBS Competitiveness Platform Copenhagen Business School Thomas Ritter, Ph.D. Professor of Market Strategy and Business

Dwayne Gremler, Ph.D. Professor of Marketing Department of Marketing

College of Business Administration Bowling Green State University

Thomas Hollmann, Ph.D. Clinical Associate Professor Department of Marketing W. P. Carey School of Business, ASU

EXECUTIVE COACH Gwen Ortmeyer, Ph.D. Independent Consultant

Throughout her 20 years of business consulting, Gwen Ortmeyer has helped business teams design and execute market and business strategy. Gwen will be working one-on-one with SSI participants and teams on their specific service challenge. In addition to the W. P. Carey School of Business, she has taught in executive education programs at Stanford, Harvard, MIT and Columbia, among others.

Tuition, per person

MODULE 1

MODULE 2

BOTH MODULES

Employee of a CSL Member Firm or Past CSL Event Attendee 1

$2,650

$2,975

$5,625

All Others

$3,150

$3,550

$6,700

Teams of Two or More 2 $5,250 1 You may call 480-965-6201 or visit wpcarey.asu.edu/members to determine if your firm is a member. 2 To register a team of two or more, call us at 480-965-6201 for assistance to ensure you receive the correct discount. By attending the Strategic Service Institute, you are giving permission for the W. P. Carey School of Business at Arizona State University to use your photograph (if taken) in University publications and publicity in support of the University and on the School of Business’ website. $2,475 $2,775

Page 6 | Register online at wpcarey.asu.edu/institute or call 480-965-6201

Institute Details

Location All class sessions are held in the beautiful MBA Suite in McCord Hall at the W. P. Carey School of Business on ASU’s Tempe campus in Downtown Tempe, Arizona. Downtown Tempe, one of the Phoenix valley’s most frequently visited destinations, is located about 15 minutes from Phoenix Sky Harbor International Airport. (See tempetourism.com for details on local area events and attractions.) Hotel Information A block of rooms has been reserved at the Graduate Hotel, a unique hotel just steps away from ASU’s Campus. The Graduate offers many amenities and is a short walk to all of the bustling Mill Avenue shops and restaurants. The room rate for Institute attendees is $139.00 per night (Standard King). Attendees are responsible for booking their own rooms. To book your room, call the hotel directly at 480-967-9431 and request the “Strategic Service Institute” group rate. Reservations must be made on or before August 14, 2017 to guarantee the special group rate. Program Tuition Includes All course material and content, faculty led pre-program webinar, course certificate, on campus parking, refreshments at breaks, a networking lunch, reception and dinner with a host bar. Timeline for Travel Module 1 runs from 1:00 p.m. until 5:00 p.m. on Monday; 8:00 a.m. to 5:00 p.m. on Tuesday; and 8:00 a.m. to 12:00 noon on Wednesday. A special Western themed dinner will be held for Module 1 and Module 2 attendees the evening of Wednesday September 13 at the historic Rustler’s Rooste Steakhouse. rustlersrooste.com Module 2 runs from 1:00 p.m. until 5:00 p.m. on Wednesday; 8:00 a.m. to 5:00 p.m. on Thursday; and 8:00 a.m. to 12:00 noon on Friday. The classroom opens at 12:30 p.m. the first day of each Module. Cancellation Policy If your plans change and you are unable to attend, the following options are available for your convenience: Substitution: a colleague is welcome to attend in your place – just contact us and let us know at least one week prior to Module(s) start date(s) via phone at 480-965-6201 or via email at csl@asu.edu. Registrations cancelled more than two weeks prior to Module(s) start date(s) are not subject to any penalty. Cancellations received after this date and up to the start of the Module are subject to a $300 administrative service charge. Cancellations cannot be made after the program starts.

Douglas Olsen, Ph.D. SSI Faculty Director and Associate Professor of Marketing W. P. Carey School of Business Arizona State University

Prior to joining ASU, Professor Olsen served both as a professor and as the Associate Dean of MBA Programs at the University of Alberta. Douglas has been active in both graduate and undergraduate programs and teaches marketing strategy, research methodology and marketing communication. He has been an instructor in a broad range of executive development programs related to business strategy as well as public consultation. Over the past two decades, his dedication to teaching has been recognized with numerous awards for instructional excellence. On a pragmatic level, Douglas has been actively involved in consultation to both government and private enterprise. His research has been presented at over 30 conferences in Canada, the United States, Europe, South America and Australia. He is a member of the Association for Consumer Research and the American Marketing Association, and is the author of the book, The Five Laws of Innovation Success.

Strategic Service Institute | Arizona State University | Page 7

Strategic Service Institute

Knowledge to identify service gaps, and strategic insights to transform your organization into a service powerhouse

NON PROFIT ORGANIZATION U.S. POSTAGE PAID ARIZONA STATE UNIVERSITY

Center for Services Leadership

P.O. Box 872106 Tempe, AZ 85287-2106

M C CORD HALL , W . P . CAREY SCHOOL OF BUSINESS ARIZONA STATE UNIVERSITY , TEMPE CAMPUS Fall 2017 Module 1 • September 11 – 13, 2017 Module 2 • September 13 – 15, 2017 Both Modules • September 11 – 15, 2017

“Attending ASU’s Strategic Service Institute was definitely time well spent. I connected with peers at other companies, and gained insights and new ideas on how to approach common problems. I definitely walked away with practical tools that can be immediately applied to address challenges in my business.” Elizabeth Segovia, Lenovo

wpcarey.asu.edu/institute