Sprint is an online and live interactive working session with top university faculty to address your organization’s need to upgrade, fix, or design your service offerings and processes.
Program Format: Problem Identification – Class Meetings – Tools Application – Coaching Sessions
You will target a specific service challenge prior to the program that you will work on throughout the Sprint.
You will meet with your faculty, team, and classmates live on Zoom for two hours daily, Monday through Friday. This will include meeting in fast-paced large and small group sessions to learn service design concepts and skills. Structured networking time with participants outside of your company will give you new insights into your service challenges.
You will work through a set of implementation questions outside of class time to apply the tools you have learned that day to your service challenge.
For those who attend as a team, you will have scheduled sessions with our Executive Coach to provide input into your progress and help you problem solve.
Designing the Service Experience with Service Blueprinting A versatile, hands on technique that allows you to clearly visualize your service processes and delivery from the customers’ point of view, and drive significant value.
Delivering Service Excellence and Closing the GAPS A proven method to close the gaps between where you are and where you want to be on your services journey through knowing what your customers expect.
Service Innovation Process and Tools A full toolbox of strategies that address service culture, voice of the customer, lifetime customer value, customer co-creation, service design thinking, and service quality analysis.
Change Management and Leadership The key variables and leadership actions that are essential to achieve transformational change within your organization and drive growth.
Earn Your Digital Badge From the Top Ranking W. P. Carey School of Business
Upon completing the course, you will earn a professional certificate and a digital badge that you can display on your Linkedin, signature line, social media, or however you see fit. Your badge and certificate will serve to showcase your earned advanced abilities in service design, process, innovation, and leadership.