Enhancing your Service Leadership in the 21st Century
Course Leader:
Dr. Yanto CHANDRA
Department of Public and Social Administration
Email: [email protected]
From Service Customer to Service Designer to Service Leaders:
The Art and Science of Succeeding and
Thriving in the Services Economy in the 21st Century
Key facts
• Over 90% of Hong Kong’s economy comes from the services sector
• Service leadership skills are key qualities that employers seek
• New opportunities for service designers and service leaders to solve process/service problems facing the commercial and or social sectors
About the course
• Aims to develop students’ potential as future service leaders by learning the theories, tools and techniques to add value to any processes and services oriented organizations and the critical human dimensions of services.
• Motivates students to develop a sharp “observational” skills of their service environments, and develop an “integrative thinking” towards pursuing any types of service opportunities.
Interactivities interactive lectures, service reflections, case studies…
• Learn the paradigm shift from manufacturing mindsets to service mindsets/skill sets
• Get real with leadership theories
• Reflect on your journey as service customers
• Solve real case studies in service businesses
Innovation Photo Elicitation, Service Design techniques
Visit & Learn
• Visit renowned service companies and experience from the real life service managers/entrepreneurs
Redesign service experience front-end to back end…
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