InsIde servIce excellence -...

InsIde servIce excellence

Washington DC Detroit21st – 23rd september 2014

2InsIde servIce excellence

www.thesamewavelength.com

WashIngton dc

Get behind the scenes and learn how the ritz-Carlton creates and sustains its global culture of ‘wow’ service.

At company HQ we will be hosted by herve humler, president and Coo, and his leadership team to discover what it takes to be a leader in service excellence.

southwest airlines is the world’s best-known

case study of phenomenal service. Dave ridley, executive Vice president business Development, will host a masterclass on the secrets of how they run a service business which happens to fly planes.

detroIt

Spend an amazing day at the henry Ford West bloomfield hospital

where every element of healthcare is being revolutionised – from valet parking to brain surgery.

Join us in america for a unique opportunity to learn from three of the world’s leading customer experience businesses

three days, two iconic brands, one hidden gem

“ ...a superb insight into the way other organisations engage and empower their employees to deliver world class service” stephen hIder, dIrector of retaIl operatIons, WaItrose



where you will be going washington dc

With a 40% market share, 35,000 staff and 80 properties in 30 countries, the ritz-Carlton hotel Company

leads the ultra-competitive luxury hospitality market.

At their Washington DC property we will get behind the scenes and see for ourselves how an array of clever processes, structures and behaviours ensures the vision and values are brought to life, employees are totally engaged and customers wowed.

How do they inspire and engage staff in an industry renowned for low morale, poor pay and high turnover?

At the company’s worldwide HQ in Chevy Chase we will be hosted by president and Coo herve humler and members of his leadership team with responsibilities for finance, innovation, operations and people.

“ If you are in the business of customer experience, don't have much time, but want a stimulating and immersive experience, then Inside Service Excellence is for you” Barry Matheson, dIrector of retaIl servIces, John leWIs

Whilst we are in Washington DC, we will be given a masterclass by Dave Ridley, Executive Vice President Business Development for Southwest Airlines.

For four profitable decades Southwest has

won every award there is for service, business savvy, outstanding company culture and safety. They feature in Fortune’s 2014 top ten Most Admired Companies – up there with Google and Apple.

Dave has held a number of senior leadership roles at Southwest and is responsible for the continued expansion of the airline and protecting and deepening its globally renowned culture. He will provide his warts and all insights into what it takes to provide positively outrageous service excellence in the toughest of sectors.

And we will get to sample the product on our Southwest flight from DC to Detroit!



the henry Ford West bloomfield hospital is one of the most

compelling examples of change, vision, leadership and service innovation you’ll ever see.

By studying and applying the customer experience principles of The Ritz-Carlton, West Bloomfield aspires to offer “healthcare beyond the boundaries of imagination” by creating a place of wellness and community, not a building for sick people.

The physical environment is truly extraordinary; surgeons are recruited for their proven commitment to compassionate care; hairdressers are trained to spot early stages of cancer, hundreds of locals eat in its restaurants; patients can order room service 24 hours a day; people even choose to get married there.

And it works. On all the indicators that matter to a hospital, speed of recovery, discharge rates, clinical excellence and profitability, West Bloomfield Hospital sets the standard in the Henry Ford Group.

Hosted by Ceo Lynn torossian and her multi-award winning senior team we will spend a day understanding how they have revolutionised a sector, transformed a culture and excel at every aspect of service delivery – from valet parking to brain surgery!

bob riney, Coo and main board member of the Henry Ford Group, will also join us to share his learning about the very real challenges of spreading innovative practice across a large and diverse company in a rapidly changing industry.

“ ...an amazing opportunity to compare your organisation with leading companies around the world. It offers an invaluable insight into what some of the leading companies do” roux JouBert, general Manager, prograMMes & on-deMand, BBc future MedIa

where you will be going detroit



who is it for?

inside service excellence is for individuals and teams with the appetite and authority to change their business.

It is especially pertinent to leaders who are:

responsible for understanding how to create a culture of customer service excellence within their organisation

aspiring to create a ‘great place to work’ culture

Charged with transforming the culture of an existing business

Driving innovation in customer service.

It is especially ideal for teams – a shared experience of world-class quality which provides the momentum to achieve breakthrough service innovation. It offers not only unique access to three phenomenal case studies but gives teams the chance to take some time out together, focus on what is important in transforming service and create a plan of action.

“ One of the best experiences of my professional career. Every element of the trip was thought-provoking, stimulating and inspiring. I was buzzing with excitement from the moment I got off the plane” MartIn george, ManagIng dIrector, group developMent, Bupa, uK

1 Step outside your industry and gain an understanding of alternative business models and cultures.

4 See how step change innovation processes are designed and executed.

2 Learn how to engage employees’ hearts and minds, create a culture of service excellence and drive business growth.

5 Forge valuable relationships with a diverse global network of peers and entrepreneurs from different companies and sectors.

3 Gain an in-depth appreciation of how it’s possible to change entrenched mindsets and transform the culture of a long established business.

Why you should JoIn us



itinerary

arriVaLs anD oVernight stayThe Ritz-Carlton, Washington DC.

day one saturday

am Welcome and introductory session. Customer Service Masterclass with Dave Ridley, Southwest Airlines.

pm Legendary service at The Ritz-Carlton.oVernight The Ritz-Carlton.

day tWo sunday

am The Ritz-Carlton HQ visit.pm Wavelength Download & Workshop.

Fly Southwest Airlines to Detroit.oVernight The Townsend Hotel, Detroit.

day three Monday

am Henry Ford West Bloomfield visit.pm Conclude with Wavelength

Download & Workshop.eVening UK-based delegates fly home.

day four tuesday

Henry Ford West Bloomfield Hospital



costs (per delegate)

one delegate £7,950

two delegates £6,950

three or more £6,500

The prices quoted exclude VAT, all flights to, from and within USA (one flight between Washington DC/Detroit) and hotel incidentals.

This experience has been specifically designed for individuals and teams who are time poor but keen to learn from best in class performance. You will leave home on Saturday and be back at your desk on Wednesday morning.

As with all Wavelength programmes we avoid purposeless inspiration. World-class facilitators will run in-depth pre and post visit workshops to ensure delegates’ specific needs are met so they return to work not only with a powerful dose of inspiration and ideas but a tangible plan to drive change.

sunday september 21st – tuesday september 23rd

the details

specifically designed for individuals and teams who are time poor but keen to learn from best in class performance

Freshly picked salad from the greenhouse at Henry Ford West Bloomfield Hospital

to reserve your place contact:

Liam blacke: [email protected]: +44 (0)7714 521 061

adrian simpsone: [email protected]: +44 (0)7966 193 343

Liam blacke: [email protected]: +44 (0)7714 521 061

about Wavelength

Wavelength provide leaders with access to some of the world’s most admired companies and highly accomplished leaders to build their knowledge, insights, resilience, connectivity and networks.

At the heart of our work is Connect, a membership club offering leaders a year of inspiration, learning, access and new connections.

Our Wavelength Usa programme enables top leaders to visit the companies at the frontiers of service excellence, employee engagement, innovation and at the heart of the digital revolution in Silicon Valley.

We also provide access to amazing speakers – highly accomplished business leaders who’ve been there and done it.

More information can be found at: www.thesamewavelength.com



logistics

1. Inside Service Excellence events will take place in Washington DC and Detroit. Transfers between hotels and venues will be in private, luxury coach.

2. High-end accommodation will be provided, as follows:

2.1 In Washington DC at The Ritz-Carlton Hotel: the hotel’s features and amenities include in-room wireless and hard-wired Internet access; an executive, 24-hour access business centre; the Sports Club/LA with fitness centre and spa.

2.2 In Detroit at The Townsend Hotel: the hotel’s features and amenities include in-room high-speed Internet access; business centre services; and 24-hour fitness centre.

3. All meals (i.e. breakfast, lunch and dinner) are included commencing with dinner on Saturday 20th September 2014 and ending with lunch on Tuesday 23rd September 2014.

4. Passport and Visa requirements: all travellers to the USA must hold a valid passport. Travellers to the USA will also require a visa unless: – They are eligible to enter without a visa under the Visa Waiver Programme (please note that you will still be required to obtain a travel authorisation through the Electronic System for Travel Authorization, which can be accessed via the US Embassy website); or – They are exempt from the visa requirement.

5. For more information about these categories for British passport holders please see the US Embassy’s website: http://london.usembassy.gov/ nonimmigrant-visas.html

6. British passport holders may be eligible to travel to the USA under the Visa Waiver Programme, details of which are to be found at http://london.usembassy.gov/vwp.html. The failure to determine your eligibility for travel under the Visa Waiver Program may result in you being denied the opportunity to travel to the USA.

7. Delegates based outside the United Kingdom must contact the appropriate US consulate authority in their country of residence for full details of the relevant visa or travel authorisation requirements.

8. You should take the necessary steps to meet the visa or travel authorisation requirements which apply to you at the earliest time. Confirmation of eligibility under the Visa Waiver Programme can be obtained in some cases in under 72 hours. However, confirmation might take significantly longer than this, and it may be the case that you are not eligible to enter the United States under the Programme and therefore require a visa. Most visa applications require an interview at a US consulate authority. You should check with your local US consulate authority about the current visa application completion time. In most cases a fee will be payable. Medical treatment in the USA can be very expensive, and there are no special arrangements for British travellers. You should ensure that you have comprehensive medical insurance, which includes hospital treatment and medical evacuation to the UK. You should seek medical advice before travelling to the USA from your GP, practice nurse or travel health clinic, and ensure that all appropriate vaccinations are up-to-date. Additional health requirements may apply to travellers from outside the United Kingdom, and you should check with your local US consulate authority about what the relevant requirements are well in advance of travel.

9. The full fee for the tour must be paid to Wavelength Companies Ltd. no later than Friday 18th July 2014 and failure to do this may result in the cancellation of the delegate’s place on the tour.

10. There is a minimum number of 15 delegates required for the tour to take place. If the tour is cancelled because of insufficient numbers, delegates will be informed no later than 30 days before the scheduled tour start of 20th September 2014.

11. As delegates are responsible for their own outward and homeward transport no arrangements have been made by Wavelength in the event that those outward or homeward journeys are delayed.

12. All monies paid to Wavelength Companies Ltd in respect of Inside Service Excellence will be held in a trust account.

13. In exceptional circumstances Wavelength may need to alter the details given in this brochure. If any changes to these details are required then Wavelength will make these changes clear to delegates.

the sMall prInt

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