This program is designed to help senior executives of service businesses—especially those responsible for HR, operations, and customer experience—create and implement an integrated set of strategies that delights customers and keeps them loyal; engages a workforce and helps them find meaning and dignity in their work; and drives high performance and revenue.
Achieving Operational Excellence Through People: Delivering Superior Value to Customers, Employees, and Shareholders
Certificate Track:
Technology, Operations, and Value Chain Management
Location:
Cambridge, Massachusetts
Tuition:
$4,100 (excluding accommodations)
Program Days (for ACE Credit) 2
What makes a service business successful? The rule of thumb for many companies in industries like retail, hospitality, finance/banking, and health care has been to drive down wages and operating costs, creating a vicious cycle of disinvestment in search of higher profits.
Zeynep Ton, the faculty leader for this course, asked herself, what if the focus shifted …
Could organizations hit new standards of excellence and performance?
Grounded in Professor Ton’s research over many years and with multiple people-intensive companies, this program is designed to help leaders of service businesses create an organization that delivers superior value to customers, shareholders, and employees at the same time. Through a combination of assessments, recent interactive case studies, lectures, and videos, participants will learn about the key elements of operational excellence in services and how to adapt an integrated set of these strategies in their organization.
Participants (and a sample of their frontline employees and managers) can complete an assessment survey in advance of the program. The course content, combined with the data from the surveys, will help participants—especially those who attend as a team—identify key areas for improvement and provide guidance on next steps for their organizations.
The course leverages a systems perspective to frame discussions around key elements of operational excellence in services, including:
(This course was previously entitled The Good Jobs Strategy: Delivering Superior Value to Customers, Shareholders, and Employees.)
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In this interview, Zeynep Ton discusses the business case for adopting a Good Jobs Strategy.
Better pay and more opportunities. Your workers want those things. So should you.
Founded by MIT Professor Zeynep Ton, the nonprofit Good Jobs Institute was established to spread the Good Jobs Strategy in low-wage service industries. The aim is to help and learn from business leaders who want to improve the jobs and lives of their employees in a way that improves performance and competitiveness of their companies.
The Good Jobs Strategy: Why Good Jobs Are Good For Business
Understand how organizations can manage their operations so that both the employer and the employee win.
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