NCUE Service and People

Getting Started

Syllabus This introduces the class, lists the reading, and describes the structure of the course assessment.

Mini-introduction Please complete your mini-introduction in the cloud.

Course projects This course has a mid term and a final. Download the briefs here.

Peer assessment In class we carry out group-on-group feedback. Download the template for feedback here. See the instructions for use of the template.

download the template

instructions for the template

Getting Ahead

Project examples Each example includes the group project, the presentation files and my comments and feedback. Read these examples and learn from them. How will your project be better?

Getting Seen

Photos See previous classes here. Click on the photo to download. See who you recognize. Let them give you word-of-mouth information to help you decide if you want to participate in the class.

Getting Feedback

Upload Use this space to upload your class projects. Please only use lower case for file names. Do not use special characters, like apostrophe ('), slash (/ ), or quotation marks (") or Chinese characters. You can use RAR or ZIP for multiple files.

Feedback Below are your projects with my feedback. Please e-mail me if you have comments or questions.

Getting Class Materials

Reference These materials are for our class reading.

Class 2
Chapter 1 Lovelock et al.pdf × Username Password	link.docx × Username Password
Class 3
3 1_360p.mp4 × Username Password	3 2_480p.mp4 × Username Password
Creating service excellence - Air Seychelles.mpeg × Username Password	ORID method - LJS - studying cases.pdf × Username Password
Class 4
4 1_sub.mp4 × Username Password	4 2_sub.mp4 × Username Password
4 3_sub.mp4 × Username Password	4-1.mp4 × Username Password
4-2.mp4 × Username Password	4-3.mp4 × Username Password
C18 reading.pdf × Username Password	VSM - Thresholds - part 1a.pdf × Username Password
Class 5
5 1_sub.mp4 × Username Password	5 2_sub.mp4 × Username Password
5 3_sub.mp4 × Username Password	5-1.mp4 × Username Password
5-2.mp4 × Username Password	5-3.mp4 × Username Password
Service concept.pdf × Username Password	changing mental models.pdf × Username Password
Class 7
VSM - Thresholds - part 3a.pdf × Username Password	VSM - Thresholds - part 3b.pdf × Username Password
Class 8
First group.pdf × Username Password	Second group.pdf × Username Password
Wolfgang keller appraisal (A).pdf × Username Password	Wolfgang keller appraisal (B).pdf × Username Password
Class 11
empowering service employees.pdf × Username Password
Class 12
Taco G1.pdf × Username Password	Taco G2.pdf × Username Password
taco bell corporation c.pdf × Username Password
Class 13
Dessler - ch12.pdf × Username Password	Why incentive plans cannot work.pdf × Username Password
chap12.ppt × Username Password	rethinking rewards.pdf × Username Password
Class 14
Howe 2 ski.pdf × Username Password
Class 16
Group 1 Analysis of Sealed Air.pdf × Username Password	Group 2 Analysis of Sealed Air.pdf × Username Password
Group 3 Tea money.pdf × Username Password	Sealed Air Taiwan (A) c.pdf × Username Password
Sealed Air Taiwan (B) c.pdf × Username Password
stuff
VSM - Thresholds - part 2.pdf × Username Password	VSM - Thresholds - part 3a.pdf × Username Password
VSM - Thresholds - part 3b.pdf × Username Password	VSM - Thresholds - part 3c.pdf × Username Password

Giving Feedback

Give feedback Feedback helps improve classes. This is not connected with your grade. It is anonymous. Please complete the form and click "submit".