Rohit Verma (Professor, Operations, Technology, and Information Management area; School of Hotel Administration; Cornell SC Johnson College of Business) is currently on leave from Cornell University and serving as the Founding Provost/Rector (Chief Academic Officer) of VinUniversity, Hanoi, Vietnam. Prior to his current appointment, Dr. Verma was the Dean of External Relations for Cornell SC Johnson College of Business (May 2016 – June 2019), Singapore Tourism Board Distinguished Professor (January 2014 – June 2019), Executive Director of Cornell Institute for Healthy Futures (July 2015 – June 2018), and Executive Director of Cornell Center for Hospitality Research (July 2009 – June 2012).
In an increasingly competitive global environment, quality is no longer considered a nice-to-have luxury. It's a requirement for successfully competing and surviving in the marketplace. While the concepts, tools, and procedures for quality and process improvement are now universally recognized and firmly placed in a large number of high-performing organizations around the world, it was not always so. The importance of quality in organizations has gone through a complete evolutionary cycle.
In this course, you will develop measures and standards of service quality, devise practices that improve employee learning and outcomes, and evaluate different approaches to process improvement, all based on the research and expertise of Cornell University Professor Rohit Verma, PhD. Using the tools provided in this course, you will be able to relate strategic decisions to their impact on organizational performance. And with the completion of an action plan at the end of the course, you will be ready to apply what you learn to your own organization.
Key Course Takeaways
- Develop measures and standards of service quality that are consistent with the expectations of internal and external customers
- Devise employee-related practices that improve organizational learning and enhance service outcomes for customers
- Evaluate the trade-offs for leveraging different approaches to process improvement
- Recognize constraints of commonly used approaches for measuring financial performance and develop alternatives that promote sustained quality and service excellence
How It Works
Who Should Enroll
Professionals with at least three years of leadership experience, working at or aspiring toward leadership roles. This includes mid- to upper-level managers, high potentials, and senior leaders, learners from every continent and from a diverse range of organizations, including for profits large and small, NGOs, and governmental agencies.