Harvard Business School and Fudan University Offer Joint Program for Executives Developing Strategies for Service Excellence

Program focuses on measuring service quality, increasing customer loyalty and developing business strategy for growth in Asia and internationally

BOSTON & SHANGHAI--()--Harvard Business School (HBS) and The School of Management, Fudan University, will offer an executive education program, Creating Value Through Service Excellence, in Shanghai August 1st – 5th to support senior executives from a variety of manufacturing, professional services and high tech industries as they look at using service excellence as the next level of differentiation from competitors in the rapidly evolving China market place.

Creating Value Through Service Excellence is a leadership program focused on the principles of the Service Profit Chain—establishing relationships among profitability, customer loyalty, employee satisfaction and productivity. Participants will analyze examples from a variety of manufacturing, professional service, consumer product/service and high technology industries and China-specific case studies to discover that a strong sense of personal investment by both employees and customers will lead to increased value, loyalty, and profit.

“As Asia continues to experience high levels of growth, executives looking to expand their companies in China and internationally must move beyond focusing on their core product offerings and enhance the value of their offerings through service excellence,” said Das Narayandas, James J. Hill Professor of Business Administration at HBS. “Executives will leave this program better equipped to identify and capitalize on the on the opportunities for service excellence available in Asian markets and worldwide.”

Specific topics covered will include building a strong ownership culture for employees and customers, engineering the customer experience, increasing customer loyalty, and measuring service quality. By examining each link in the Service Profit Chain, executives will be empowered to differentiate their firms and make service valuable to customers, employees and the organization as a whole.

“China is now coming to a crucial turning point in terms of social and economic development. The traditional manufacturing sector is facing mounting pressure to move up the value chain, while the service sector strives to offer more added value in order to increase corporate competitiveness. There is no doubt that the transformation of the manufacturing industry relies on the wide-range development of high-quality services in that industry, such as a well performing financial system and a highly efficient logistics system,” said Marketing Professor Fan Xiucheng from the School of Management, Fudan University. “The past 30 years of rapid development of Chinese economy have greatly contributed to the transforming the consumption structure of Chinese consumers, switching from subsistence consumption to seeking growth. That is to say, we have a huge demand on the consumption of services in the Chinese market. Therefore, we are moving from the “made in China” towards “service in China”, and I think our business education should play a more active role in response to that transformation,” Professor Fan added.

Participants will work with world-renowned faculty from HBS and Fudan University to develop a fresh perspective on the business opportunities available in China and beyond. Featuring innovative research and case studies with unique relevance to China, executives will participate with an elite group of peers that will allow them to bring new strategies to their organizations that increase value and market share. Geared towards senior executives in consumer-focused and business-to-business companies operating in Asia, courses for this program will be taught it both English and Chinese with translation to maximize learning and comprehension.

Program Details:

Creating Value Through Service Excellence will run from August 1 – 5, and will take place at the Harvard Center Shanghai. Please visit http://www.exed.hbs.edu/programs/cvsech/ for complete curriculum details and to apply.

Creating Value Through Service Excellence (August 1-5, 2010 Harvard Center Shanghai)

Faculty:

Das Narayandas, James J. Hill Professor of Business Administration. Member of the Marketing Unit; and faculty chair of the "Program for Leadership Development" and faculty co-chair of "Building Client Management Capabilities in Professional Service Firms."

W. Earl Sasser, Baker Foundation Professor. Member of the Entrepreneurial Management Unit; faculty chair of "Leadership Best Practices," the original architect of the "Program for Leadership Development," and co-author of the Service Profit Chain (with Professor James L. Heskett and Leonard A. Schlesinger).

Fan Xiucheng, Professor of Marketing and the Director of the Center for Service Marketing and Management, School of Management, Fudan University.

Contacts

Harvard Business School
Jim Aisner, +1 617-495-6157
jaisner@hbs.edu
or
The School of Management, Fudan University
Elsa Huang, +86 21 55664647
hzhuang@fudan.edu.cn

Release Summary

Harvard Business School and The School of Management, Fudan University will offer an Executive Education program on creating value through service excellence this week at the Harvard Center Shanghai.

Contacts

Harvard Business School
Jim Aisner, +1 617-495-6157
jaisner@hbs.edu
or
The School of Management, Fudan University
Elsa Huang, +86 21 55664647
hzhuang@fudan.edu.cn