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

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Mini-introduction Your introduction to me. Please complete it, save it and upload (see bottom of this page).

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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.

Group 1_colin_nora_service concept.pdfGroup3-Managing the customer as an employee.docx
Service and people(james&May).pdf

Getting Class Materials  

Reference These materials are for our class reading.

Class 2

Chapter 1 Lovelock et al.pdf

Class 3

Group 1.pdfGroup 2.pdf
Group 3.pdfWolfgang keller appraisal (A).pdf
Wolfgang keller appraisal (B).pdf

Class 4

4-3.mp4C18 reading.pdf
VSM - Thresholds - part 1a.pdf

Class 5

5-3.mp4Service concept.pdf
changing mental models.pdf

Class 6

6-1.mp4Creating service excellence - Air Seychelles.mpeg
ORID method - LJS - studying cases.pdf

Class 7

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

Class 8

TACO gp 1.pdfTACO gp 2.pdf
TACO gp 3.pdftaco bell corporation c.pdf

Class 11

empowering service employees.pdf

Class 12

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

Class 13

Why incentive plans cannot work.pdfrethinking rewards.pdf

Class 14

Howe 2 ski.pdf

Class 15

necessary evils.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".