Video recording of day 2, tape 1, of Strategic Management 301, a four-day course about the fundamental concepts of service sector management, taught by Jack Shaw. Bill Pollard gives a lecture on customer value systems, using ServiceMaster as a case study. According to Pollard, customers buy time from ServiceMaster, in that the company offers services in which customers often ask, “Why shouldn’t I do that myself?” (the answer being that the customers do not have enough time to do it themselves). He also screens a promotional video for the Chicago Christian Industrial League, which offers a training program and shelter for homeless people. Jack Shaw then gives a lecture on strategic assessment, which involves determining who a company’s customer is (the individual who uses what the company delivers), anticipating changes in the market, demographics, and condition of its customers, and looking at competitors and what can be learned from them. Shaw discourages looking at direct competitors, which very few companies actually have, but rather at comparable industries and looking at how they face similar issues (such as a health care company looking to the banking industry to see how it solves problems). Finally Shaw discusses conclusions, which he describes as the decision to do something.
Pollard, C. William ServiceMaster Company Values Bedouins Colleges and universities Classrooms Classroom environment Graduate students Business Banks and banking Medical care Competition Lectures and lecturing Learning Drucker, Peter F. (Peter Ferdinand), 1909-2005 Strategic planning Strategy & management Strategy Teaching Shaw, John C Peter F. Drucker Graduate School of Management
Place
Claremont (Calif.)
Source
Original VHS: Drucker Archives; MGT 301: Strategic Management of the Service Enterprise by Jack Shaw, Day 2, Tape 1, August 18, 1998
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