Closing the Gap between what a customer wants and what the organization currently delivers. Guaranteeing Satisfaction to turn satisfied customers into loyal ones and to foster continuous improvement. Cost of Employee Turnover allows managers to examine their own employee turnover costs. A set of questions encourages a manager to first think about his or her own organization or group in terms of the learning that follows in the module. Concise, illustrated slide-show presentations highlight the most important insights from each module and offer practical suggestions through.
Workshops are short scenarios that pose a problem with a range of possible solutions.
Topical articles from Harvard Business Review and Harvard Business School Case Notes that are related to the content covered in the module. Through interactive role play in a real business situation each case supports the concepts and learning objectives of the module. The Framework covers employee capability and delivering value at an airline counter. Building Capability explores the importance of providing latitude, support, training, and rewards in a company that sells and services office machines. Putting Capability to Work involves a graphics production work group that analyzes customer needs in an effort to guarantee customer satisfaction to fellow employees within an organization.