WHAT GREAT SERVICE LEADERS KNOW AND DO
March 28, 2017
6:30pm - 8:30pm
Management has within its control the authority, and we think the responsibility, to improve service quality and productivity while increasing job satisfaction and employee engagement. Our recently published book, What Great Service Leaders Know and Do, (Profs. Jim Heskett, Earl Sasser and Len Schlesinger) is about ways that can be achieved.
We know what has produced success in service endeavors in the past. We have observed and documented strong service principles and developed some service management concepts that have endured in practice over time. However, it is quite obvious to us that what it took to produce a winning hand in managing in the service economies of the 1970s and 1980s is quite different than it is today. Many of the same questions prevail. But the management responses have to change to reflect future challenges facing service industries.
In every service industry, one or two organizations–breakthrough services–are leading the way. They are providing the blueprint for service futures. If they are to be emulated, we need to understand what is different about leading a breakthrough service organization. Len Schlesinger will take the group through a highly interactive discussion of the challenges and opportunities for them.
7:00 8:00pm: Presentation
8:00-8:30pm: Q & A
HBS Club of South Florida Members and one guest: $15
Harvard Club of Miami Members and one guest: $15
Non members: $25
Beverages and snacks to be provided
About Leonard A. Schlesinger
Leonard A. Schlesinger is Baker Foundation Professor at the Harvard Business School. He has served as a member of the HBS faculty from 1978 to 1985, 1988 to 1998 and 2013 to the present. During his career at the School he has taught courses in Organizational Behavior, Organization Design, Human Resources Management, General Management, Entrepreneurial Management, Leadership and Service Management in the MBA and Executive Education programs. He has also served as head of the Service Management Interest Group, Senior Associate Dean for External Relations, and Chair of “Leadership and Learning,” the School’s 1993-94 MBA program review and redesign process.
Throughout his career Professor Schlesinger has transitioned between academic and managerial roles in educational and business settings. He served as President of Babson College from 2008-2013, held a number of key executive and operating positions (ending as Vice Chairman and Chief Operating Officer) at Limited Brands (now L Brands) from 1999-2007, was a Professor of Sociology and Public Policy and Senior Vice President and Counselor to the President at Brown University from 1998-1999, and was Executive Vice President and Chief Operating Officer at Au Bon Pain from 1985-1988.
Schlesinger has lectured and consulted on strategy, service quality, customer satisfaction, entrepreneurship, human resources and organizational change for over 250 major corporations, non-profit organizations, governments, and international leadership organizations around the world. He was an active leader in the design and development of the “Work-Out!” initiative at General Electric and the “Reinventing Government” process for the U.S. Government.
His writings on entrepreneurship, service management and organizational management have been widely published. Along with his HBS colleagues, Profs. Jim Heskett and Earl Sasser, he has recently completed What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms (Berrett-Koehler, 2015). Additionally, he is the author or co-author of 12 additional books, including Own Your Future (AMACOM, 2014), Just Start: Take action, Embrace uncertainty, Create the future (Harvard Business School Press, 2012), Action Trumps Everything (Black Ink Press, 2010), The Value Profit Chain (Free Press, 2003), The Service Profit Chain (Free Press, 1997) and The Real Heroes of Business ... and Not a CEO among Them (Doubleday Currency, 1994), and has written numerous articles for academic audiences as well as for The New York Times, Fast Company, and Harvard Business Review. He has served on the editorial boards of five major academic journals and has published numerous management case studies that have sold well over one million copies. He also has completed three video series on service management.
Schlesinger currently serves as a Director of Viewpost LLC, Next Level Pizza, Inc. and RH, Inc. (Chair of Compensation Committee), a Trustee of Wheaton College (MA), member of the Corporation of the Winsor School, and member of the President’s Council of the Franklin W. Olin College of Engineering. He serves on the Advisory Boards of The College for Social Innovation, The Center for Women’s Entrepreneurial Leadership (Babson College), Datapoint Capital, Defy Ventures, Clip-File, the Global Business School Network, the Institute for Nonprofit Practice, and the Emory-Georgia Healthcare Innovation Program. He also serves as an advisory council member of Goldman Sachs' 10,000 Small Businesses Initiative, and as a member of both the Council on Competitiveness and the Council on Foreign Relations.
Schlesinger holds a Doctor of Business Administration from Harvard Business School, an MBA from Columbia University, a Bachelor of Arts in American Civilization from Brown University and an Honorary Doctor of Laws from Babson College.