Dates for this On Campus Event in 2021 Are Coming Soon  – Sign Up Here for Updates!

In the current global climate, we are responding. After careful consideration we are postponing our February Strategic Service Institute program.  We are working on future dates for our in person Institute. However, we now provide a fully interactive online learning experience called the Service Process and Innovation Sprint.

The Sprint focuses on service design and process skills that are crucial for adapting to this rapidly changing market.  For more details on our recently held Sprint pilot program, visit: research.wpcarey.asu.edu/services-leadership/service-process-innovation-sprint-online-course

In the meantime, please be sure to sign up for additional CSL information and updates on our next dates for our Service Leadership Institute at this link

Dates TBD Module 1, Service Management
Dates TBD Module 2, Advanced Service Leadership
McCord Hall, W. P. Carey School of Business, Arizona State University

Program Overview

The Strategic Service Institute brings new knowledge, frameworks, and approaches into an actionable learning journey specifically for service foundations and strategic services leadership.

Attendees examine operational frameworks and take steps to achieve implementation.  SSI is a highly interactive program where participants bring their specific challenges, share current issues, and develop action plans to enable you and your team to lead and transform your service organization.

What makes SSI unique?

  • Focused: Participants bring with them a specific services challenge that will be worked on during the course of the program with guidance from faculty experts.
  • Executive Coaching: An executive coach works directly with participants to develop an action plan for their particular service challenge.
  • Networking: Valuable connections are made with other professionals and program faculty during the program and beyond.
  • Team Based Learning: Bringing members of your team to SSI brings you together in a “spoken language” and understanding of service management and strategy.  Your team will be ready to return to the office and quickly implement your action plan.

SSI Faculty and Presentations

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.

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.

Topics Covered: Components Underpinning Excellence in Service Delivery; Designing the Service Experience with Service Blueprinting; Implementing and Delivering the Service Experience; Understanding the Impact of Service Experience on the Customer

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.

Download information sheet


Module 2 – Advanced Service Leadership

Leverage the tool sets acquired in Module 1 to strategically pilot the organization to the NEXT levels of service excellence.

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 skill set 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.

Topics Covered: Unleashing Service Growth; Getting Closer to the Customer; Capturing Value from Services to Secure Profitable Growth; Leading the Service Organization

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.

Download information sheet


Pricing and Registration