"Creating Excellence in Service" - Professional Linkage Seminar

Instructors

• Christian C Pappas

Meeting Info

• Harris Hall L06 - TuTh 9:30AM - 10:50AM

Overview of class

• "Creating Excellence in Service" is designed to expose students to the essential aspects of service excellence in business.
  
  Many graduates of Northwestern will go in to Service Businesses with jobs as Doctors, Lawyers and Business Consultants. In these roles, as well as those in leadership positions in major businesses, graduates will require an in-depth study in what truly creates a successful service business. This Course will take students through a wide variety of industries (Medical, Retail, Banking, Airlines and Auto to name a few) and a number of different business situations (steady state, organic growth, growth through merger) to better understand the key elements of delivering excellence in service.
  
  The overall goal is to help each student understand how to create outstanding service in businesses in a wide variety of industries. Our course objectives include: Understanding the essential elements of service. Recognizing that there are elements of customer service which cut across industry lines. Monitoring the service levels a business is offering with the objective of enhancing it where necessary. Analyzing the impact of business transactions (mergers & acquisitions, plans for significant internal growth) on the ability to deliver outstanding customer service. Understanding the impact that Computer Information Systems (High Tech Solutions) can have on positively affecting High Touch Service Levels. Developing a culture of outstanding service in any business organization. Building a team focused on delivering service

Teaching Method

• This Course will focus its efforts on utilizing the case method of teaching. Most of the cases have been prepared by the Harvard Business School. The coursework is then supplemented with books written about some of the finest service companies in the world (the Ritz Carlton, Disney and Nordstrom's, Novell)

Class Materials (Required)

• Be Our Guest - Perfecting the Art of Customer Service
  ISBN 0-7868-5394-8
  
  The New Gold Standard (Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company)
  ISBN 978-0-07-154833-5
  
  The Nordstrom Way to Customer Service Excellence
  ISBN 0-471-70286-2
  
  Service Excellence!
  ISBN 978-0-471-70286-2
  
  Service Excellence @Novell
  ISBN 90-77256-11-3
  
  The Six Principles of Service Excellence
  ISBN 1-4208-5630-8
  
  Course Packet Available at Norris

Class Attributes

• Attendance at 1st class mandatory
  
  Juniors/Seniors Only
  
  

Enrollment Requirements

• Enrollment Requirements: Reserved for Juniors & Seniors

Current as of 05/03/13 01:07:07 PM

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