This program combines high-level teaching sessions on services best practices with a unique service management simulation.  Teams of attendees manage a firm competing with rival teams to deliver a service to both household and major account (B2B) markets.  The teams are limited to nine teams, with four to five persons per team. 

Complimenting the simulation are seminar sessions that illustrate and elaborate on services strategy, marketing and operations. 

The dates in this brochure are for an open-enrollment program, but we can design an in-house program for your company as well.  If you are interested in an in-house program, contact Alicia Holder at 480-965-6201.

The simulation experience enables attendees to make services marketing, operations and management decisions and learn from the results almost immediately.  Lessons that would take months or years to learn are absorbed in a matter of days.  Each simulation round is approximately equivalent to a large Harvard-style case study in terms of analysis, individual preparation, team interaction and collaboration.  Performance is evaluated with a balanced scorecard of financial, operational and customer-facing metrics.

All aspects of service management are captured in the decisions firms make, including:

• Human resource management
• Marketing management
• Services operations management

The key learning objectives include:

• Developing and executing a value-creating strategy for customers
• Crafting an effective marketing program to communicate value to customers
• Matching demand and supply (capacity) in a competitive environment
• Managing service quality and technology
• Managing service personnel
• Interpreting business performance metrics
• Enhancing and encouraging fact-based analysis and decision making such as evaluating P&L statements and market reports

• Current service managers looking for professional development and career growth
• Managers new to services who quickly need to learn their responsibilities
• A leader in your organization who has been in a technical/specialist role or a specific functional area who needs to develop more executive decision-making skills
• Executives who need more experience in a specific area important to running the company
• Those who have attended the CSL Services Leadership Institute and are eager for further professional development