Effective service delivery is not only the process of exchanging values, the performance of other supporting activities is even more important. Among these activities are provision of information and advice, responsiveness to customer needs, handling complaints and common courtesy. It is understandable, that all these activities are easier to perform when delivery is full – serviced or at least half- serviced. When participation of customer is increased the involvement of trained personnel is limited to minimum. In this situation customer must have access to information they need, way to express complains and give recommendation if they have one in their mind.
I’m pursuing a Harvard MBA because I want to become a better business strategist and strong general manager. Also, I want to further develop my leadership and presentation skills as I will manage professionals on the content and business side; it will be my task to unite them behind a shared strategic vision. Specifically, I want to learn how to motivate teams and individuals to perform at their highest level, and to become more adept at persuasion and generating “buy-in” from others. Harvard’s unique approach using the case method and emphasis on leadership development will challenge me to grow in both these areas. I also feel that I have much to contribute to Harvard’s community. My varied background in finance and media has given me a unique perspective that will be valuable in classroom discussions and team projects. I want to share my passion for the entertainment industry with my classmates by chairing the Entertainment & Media club and planning conferences, career treks, and other opportunities.