Skip to main content
About HEC About HEC Faculty & Research Faculty & Research Master’s programs Master’s programs MBA Programs MBA Programs PhD Program PhD Program Executive Education Executive Education Summer School Summer School HEC Online HEC Online About HEC Overview Overview Who
We Are Who
We Are
Egalité des chances Egalité des chances HEC Talents HEC Talents International International Campus
Life Campus
Life
Sustainability Sustainability Diversity
& Inclusion Diversity
& Inclusion
Stories Stories The HEC
Foundation The HEC
Foundation
Coronavirus Coronavirus
Faculty & Research Overview Overview Faculty Directory Faculty Directory Departments Departments Centers Centers Chairs Chairs Knowledge Knowledge Master’s programs Master in
Management Master in
Management
Master in
International Finance Master in
International Finance
Specialized
Masters Specialized
Masters
Ecole Polytechnique
-HEC programs Ecole Polytechnique
-HEC programs
Dual-Degree
programs Dual-Degree
programs
Visiting
students Visiting
students
Certificates Certificates Student
Life Student
Life
MBA Programs MBA MBA Executive MBA Executive MBA TRIUM EMBA TRIUM EMBA PhD Program Overview Overview HEC Difference HEC Difference Program details Program details Research areas Research areas HEC Community HEC Community Placement Placement Job Market Job Market Admissions Admissions Financing Financing Executive Education Executive Masters Executive Masters Executive Certificates Executive Certificates Executive short programs Executive short programs Online Online Companies Companies Executive MBA Executive MBA Infinity Pass Infinity Pass Summer School Youth Programs Youth Programs Summer programs Summer programs HEC Online Overview Overview Degree Program Degree Program Executive certificates Executive certificates MOOCs MOOCs Summer Programs Summer Programs

Executive Education

Design And Deliver Exceptional Services

Design And Deliver Exceptional Services

Paris & Singapore
 

The service sector dominates the world’s advanced economies, and manufacturing organizations increasingly realize that services can provide a powerful way to deliver value to their customers.

 

Contact us

Program Overview

 

In Singapore, we will explore a city-state that provides a remarkable example of extraordinary economic development despite the lack of any natural resources other than a strategic location and an attractive harbor. Singapore is the home of world-class service providers such as Singapore Airlines and consistently ranks in the top spots of the World Economic Forum’s global competitiveness index.

We will examine how leading local firms succeed in delivering great experiences to their customers and will study in depth the following three questions:

  1. How can service organizations adapt and innovate their offerings?
  2. How can we better align organizational capabilities with customer needs?
  3. How can we tap on analytics to measure and improve the quality of service delivery throughout the customer journey?

In Paris, students will explore innovative service companies and will also focus on world-class best practice organizations. Students will also explore best practices for manufacturers wanting to add service to their products and move toward solutions, looking at both the benefits and challenges of these strategies. By the conclusion of the program, students should understand the economics of both customer and employee loyalty and be familiar with best practices to achieve them in service settings, including professional services and the service arm of manufacturing firms.

These best practices will include aspects of strategy, operations, marketing, human resource management and innovation in a service context.

 

COURSES INCLUDE:

Employee Centricity at Salesforce • Designing Customer-Centric Services: Design Thinkers • Design Thinking in Services • Subscription-based Business Models in B2B • Transformational Customer Experiences

Contact us

mathias gonano
Matias GONANO
Associate Director Sales - Executive Education