CALENDAR - CSL Events
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November 4-6, 2009
Phoenix Ritz-Carlton Hotel
Phoenix, Arizona
A dynamic gathering of executives focusing using internal and external service excellence as as source of competitive advantage. wpcarey.asu.edu/symposium
Wednesday, November 4, 2009
8:30 to noon
Phoenix Ritz-Carlton Hotel
Measuring business performance remains a critical priority for most businesses. For services, measuring performance and selecting the appropriate metrics is not a straightforward task. While some manufacturing metrics can be applied to services, in most cases, these metrics leave out the customer's perspective. In this workshop, Professor Vicki Smith Daniels will describe how to decide what to measure and how to develop metrics that directly relate to the customer's service experience. You will learn how to create a metrics portfolio and understand what the metrics are telling you. Putting the right metrics in place is the first step toward driving high-impact performance improvement.
January 22, 2010
W. P. Carey School of Business
Arizona State University, Tempe, AZ
Our one of a kind workshop for you to learn the Services Blueprinting tool; one of the best methods for measuring service success for your company. wpcarey.asu.edu/blueprinting
The 24th Annual Services Leadership Institute
March 15-17, 2010
W. P. Carey School of Business
Arizona State University, Tempe, AZ
An exclusive "mini-MBA" program on delivering on your customer's true expectations and competing through your service offerings. We are currently working on our website for the Institute. For information on our recent March 2009 program, visit wpcarey.asu.edu/institute. If you have program questions, please contact Alicia Holder at Alicia.Holder@asu.edu or at (480) 965-4819.
