SSI2017 Brochure Final for Web.indd

strategic service institute

The CSL revolutionizes service education with SSI, the only program providing an on-campus, executive education experience in service excellence

The Center for Services Leadership (CSL) is widely recognized as the established leader in service research and executive education. This year, the Center announces an evolution in the renowned Services Leadership Institute, transforming into a new, two module format: the Strategic Service Institute (SSI). The tradition of providing the core tools necessary to lead in a service-centric context continues Each module offers a rigorous examination of operational frameworks, pragmatic steps to achieve successful implementation and a strong interactive format in which participants are encouraged to share current issues they face and develop action plans to deal with these challenges. MODULE 1: SERVICE MANAGEMENT Essential toolsets to develop (or improve!) the foundation for outstanding organizational service performance. Participants will return with the practical, fundamental managerial knowledge base to vault the organization to the next level of service excellence NOW. MODULE 2: ADVANCED SERVICE LEADERSHIP Leverage the toolsets acquired in Module 1 to strategically pilot the organization to the NEXT levels of service excellence. Each module may be taken individually, or together over the course of five days. To derive the greatest benefit, multiple persons from the same organization should attend both modules. At the Institute, you will learn how to diagnose and strengt > >

Quick facts about the W. P. Carey School of Business at Arizona State University among the largest business schools in the US, with more than 13,000 students (1,400 graduate and Ph.D. students and 12,000 undergraduates) representing 110 countries highly ranked as having the #30 full-time MBA program, the #27 part-time MBA program, and a Top 5 online MBA program in the nation as ranked by the U.S. News & World Report and ranked as the #13 Executive MBA in the world, according to The Wall Street Journal highly respected for its exceptional faculty, including Nobel Prize winner Edward Prescott internationally renowned for its 12 outstanding research centers, including the Center for Services Leadership one of the highest MBA placement rates for its graduates of any MBA program in the country extensive, international alumni network of support includes more than 90,000 individuals

Explore what your customers really expect — you’ll understand how price

Learn how to develop quality service designs — “blueprinting” will teach you how to develop a visual representation of the key steps and internal relationships in your service process that can deliver highly satisfying services

can set expectations, how to recover disappointed customers and how to help your company see your service processes from the customer’s viewpoint

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