enhancing your service leadership in the 21st century

Enhancing your Service Leadership in the 21st Century

Course Leader:

Dr. Yanto CHANDRA

Department of Public and Social Administration

Email: ychandra@cityu.edu.hk

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…