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

download here

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.

download the mid term

download the final


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?
mid term e.g. 1 mid term e.g. 2 Final e.g. 1 Final e.g. 2
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 link.docx

Class 3

3 1_360p.mp4 3 2_480p.mp4
Creating service excellence - Air Seychelles.mpeg ORID method - LJS - studying cases.pdf

Class 4

4 1_sub.mp4 4 2_sub.mp4
4 3_sub.mp4 4-1.mp4
4-2.mp4 4-3.mp4
C18 reading.pdf VSM - Thresholds - part 1a.pdf

Class 5

5 1_sub.mp4 5 2_sub.mp4
5 3_sub.mp4 5-1.mp4
5-2.mp4 5-3.mp4
Service concept.pdf changing mental models.pdf

Class 7

VSM - Thresholds - part 3a.pdf VSM - Thresholds - part 3b.pdf

Class 8

First group.pdf Second group.pdf
Wolfgang keller appraisal (A).pdf Wolfgang keller appraisal (B).pdf

Class 11

empowering service employees.pdf

Class 12

Howe 2 ski.pdf

Class 13

Taco G1.pdf Taco G2.pdf
taco bell corporation c.pdf

Class 14

Dessler - ch12.pdf Why incentive plans cannot work.pdf
chap12.ppt rethinking rewards.pdf

Class 16

Group 1 Analysis of Sealed Air.pdf Group 2 Analysis of Sealed Air.pdf
Group 3 Tea money.pdf Sealed Air Taiwan (A) c.pdf
Sealed Air Taiwan (B) c.pdf


VSM - Thresholds - part 2.pdf VSM - Thresholds - part 3a.pdf
VSM - Thresholds - part 3b.pdf VSM - Thresholds - part 3c.pdf
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".