INDUSTRY SPECIFIC CERTIFICATE PROGRAM EXECUTIVE CERTIFICATE DIFFERENTIATION & INNOVATION CREDITS THROUGH SERVICES The program has been specifically designed for executives and senior managers seeking to optimize the added value of the services they provide in order to differentiate their organization’s value proposition for customers in both B-to-B and B-to-C contexts. OBJECTIVES Paris • Gain a comprehensive understandingof the economics of both customer (France) and employee loyalty andhow they lead to profitability and growth • Develop strategies to buildcustomer loyalty in service settings • Apply best practice in a service contextto the interrelated disciplines Singapore of strategy, operations, marketing and human resource management PROGRAM Session 1 Best practices in service differentiation (Singapore) Examining the most important frameworks in the study of services, and how they are applied in the ‘real world’, assessing areas for improvement, studying best practices in non-profit and governmental services as well as traditional for-profit organizations Session 2 World-class best practice organizations (Paris, France) Exploring some of the most innovative service companies in Paris as well as the best practices for professional services and services in the hospitality industry. Discussion of the most recent research on how product companies can de-commoditize their value propositions by adding services and moving toward delivering integrated solutions Academic Director RESEARCH PROJECT Roger Hallowell Between the sessions, participants will select an organization and examine the Affiliate Professor, HEC Paris economics of its customer and employee loyalty, analyzing them in their current state and considering opportunities to optimize them. Duration Two one-week sessions PARTICIPANT PROFILE • Each session has a five-day schedule Individuals working in services in a wide range of industries (including services • In 2020, the sessions will be run for manufacturers) and managers seeking to hone their skills in strategy, in June and October. operations, organizational behavior, human resource management and leadership. Tuition fees* € 17,350 Contact For more information emba@hec.fr CPF eligible program * Net price, HEC Paris is not subject to VAT. Credits gained on successful completion of this program Excluding meals and accommodation.Prices, dates, faculty and program content can be used towards the HEC Paris Executive MBA. are subject to change. Code CPF: 23 98 09 - Competency set #4 from the RNCP: 21 568 For the latest updates go to: www.hec.edu 62 HEC PARIS EXECUTIVE EDUCATION - WWW.HEC.EDU