Course Goals

This course is designed for professionals in service organizations seeking to drive profitable growth and their own career prospects. Our focus is on improving the experiences of your customers through strategic focus, operational excellence, experimentation, and digital transformation.  We will:

1.  Identify how to design new service processes that match market demand.

2.  Foster an ability to analyze service organizations. 

3.  Provide tools for determining appropriate service capacity. 

4.  Present service quality tracking methods and improvement strategies. 

5.  Demonstrate service industry leadership through guest speaker presentations. 

Class Meets Summer 2023:  8/14, 8/15, 8/16, 8/18, 8/19

• No non-Booth Students

Materials: Cases, Experiential Exercises, Guest Speakers

Students taking this course for a grade will be evaluated on class participation (20%), three short executive action summaries of case analyses (30%), simulation results (10%), and group final project (40%).  Those auditing the class (e.g., XP alumni) are strongly encouraged to complete all assignments but can opt out if so desired.  Note that auditors electing to fully participate will gain more from the class than those who do not.

• No pass/fail grades