Strategic Service Institute February 2019 Agenda

(Please note that speakers are subject to change.)

Module 1 – Service Management

All class sessions take place at the W. P. Carey School of Business on the 4th Floor of McCord Hall

Monday February 18
12:30 p Check In and Light Refreshments  
1:00 p Service Management Opening and Class Photo Douglas Olsen
  Delivering Service Excellence and Closing the GAPS Douglas Olsen
  Group Breakouts (Unique Teams) to Discuss Issues they are Facing Team Work
  Creating and Managing Cross-Functional Plans Gwen Ortmeyer
5:30 – 7:30 p Opening Night Happy Hour Reception The Graduate Hotel

Tuesday February 19
8:00 a Breakfast  
8:30 a Designing Service Excellence – Service Blueprinting Amy Ostrom
  Project Work Time and Snacks Work as Individuals/Groups
12:00 p Lunch  
1:00 p What Ought to Be: Building Ideal Service Experiences Salvador Bravo
  Project Work Time and Snacks Work as Individuals/Groups
  Building Extreme Customer Loyalty Through Extreme Employee Loyalty Mary Hall
  Break  
  Implementing Best Practices in Service Recovery  Kate Eaton
5:30 – 7:30 p Project Work Time/Instructions  

Wednesday February 20
8:00 a Breakfast and Room Opens  

8:30 a

Hearing the Voice of the Customer – Analytical Issues Thomas Hollmann
  Project Work Time and Snacks Work as Individuals/Groups
  Service Delivery Case Study Gwen Ortmeyer
12:00 p Participant Report Outs, Certificate Awards, and Closing Remarks Douglas Olsen
 
 

NOTE:  There will be a celebratory dinner for Module 1 graduates as well as Module 2 attendees that will be held at Rustler’s Rooste Saloon and Steakhouse Wednesday, September 26 from 6:00 – 8:30 p.m. Transportation will be provided to/from The Graduate Hotel Tempe

Module 2 – Advanced Service Leadership

All class sessions take place at the W. P. Carey School of Business on the 4th Floor of McCord Hall

Wednesday February 20
12:30 p Check In and Light Refreshments  
1:00 p Advanced Service Leadership Opening and Class Photo Douglas Olsen
  Innovation in Service Centric Organizations Thomas Hollmann
  Break  
  The Branded Service Organization Nancy Gray
  Break  
  Project Work Time  Gwen Ortmeyer
5:30 p Wrap Up  
6:00 p Celebratory Dinner – Wrap up Module 1
and Kick Off of Module 2 –
Cowboy Theme and Sunset Views
(Transportation Provided to-from the Residence Inn Tempe)
Rustler’s Rooste Saloon and Steakhouse, Phoenix

Thursday February 21
8:00 a Breakfast and Room Opens  
8:30 a What Will Happen Next?: Technology will Create More and Better Services in More Places at Better Prices…Expect New Winners and Losers R. Gary Bridge
  Break  
  Leveraging Technology and Brand Reputation to Move from Products to Services Detra Montoya
  Project Work Time  
12 – 1:00 p Lunch  
  Managing the Customer Experience Richard Owen
  Break  
  Creating Thumb-Stopping Stories Your Customers Can’t Help but Share Jordan Haugan
6:00 – 8:00 p Debrief/Project Work Time/Instructions Gwen Ortmeyer

Friday February 22
8:00 a Breakfast and Room Opens  
8:30 a Creating Change Douglas Olsen
  Credibility: Why Should Anyone Follow You? Suzanne Peterson
     
11 – 12:00 p Participant Report Outs, Certificate Awards, and Closing Douglas Olsen