Team Effectiveness
Discuss differences between groups and teams. Build knowledge about the Tuckman model for team development. Watch Now
Organizational Controls and TQM
Learn what organizational controls and Total Quality Management are and why they are important for business performance. Watch Now
Human Relations Perspective of Management
Understand the human relations perspective. Identify the roots and key concepts of this approach to management. Watch Now
Optimize Human Capital Investments: Make the Hard Business Case
In collaboration with Vienna, Frank Dibernardino discusses how to optimize human capital investments by making a hard business case. Watch Now
Strategy & The Psychology of ‘A Players’
In collaboration with Caliper, Thomas Schoenfelder discusses Strategy and the psychology of 'A Players' using the psychometrics to differentiate the workforce. Watch Now
The Psychology of Data Visualization
Define System 1 and System 2 processing. Describe common intersections of psychology and data visualization. Watch Now
How NOT to Mislead Others with Charts and Data
Recognize common pitfalls of charts and data. Explain how to overcome these challenges. Watch Now
Data Quality
Discover how data quality is used in conjunction with data visualization in enterprise organizations. Watch Now
Data Visualization Best Practices
Summarize and demonstrate data visualization best practices. Watch Now
User Experience and Design
Distinguish common user experience and user design techniques. Apply common user experience and design techniques to the development of dashboards and data viz. Watch Now
Hiring the Right People
Recognize the importance of, and how to attract, the best service employees. Watch Now
Service Employees
Explain the importance of employees to service success. Recognize the challenges presented to service employees in doing their work. Watch Now
Considerations for Service Recovery Strategies
Describe the challenges presented to developing service recovery strategies. Watch Now
Establishing a Service Strategy
Recognize that achieving service excellence requires an intentional organizational strategy. Watch Now
Creating a Culture for Service
Explain why it is important to establish an organizational environment that supports the service strategy. Watch Now
Customer Service Research
Recognize how customer service research can enable data driven decision making. Watch Now
Using Information to Glue the Guest Experience Together
Describe how to align the service with customer expectations through communication. Recognize the importance of communication to inform the service product. Watch Now
Customer Centricity
Describe what it means to be customer centric/oriented. Watch Now
The Service Encounter
Recognize the service encounter's role in meeting customer expectations. Watch Now
Service Expectations – the Customer’s Zone of Tolerance
Recognize what informs customer expectations. Watch Now
Transformation of the Service Economy
Describe why service management is important in practice and theory. Watch Now
The Nature of Services
Recognize key definitions and concepts related to service management. Watch Now
Why Study Service Management
Describe why service management is important in practice and theory. Watch Now
The Guest Experience
Describe the integral elements of a service experience that seeks to meet/exceed guest expectations. Watch Now
Meeting the Guest’s Expectations
Explain the nuance of seeing the customer as a guest. Describe the central role of guest expectations in the effective management of services. Watch Now
