We are pleased to announce the restart of our Boca Luncheon Group. We cordially invite you and your guests to our next Boca Luncheon and are looking forward to your participation so that we may continue to offer these luncheon events.

 Join us with special guest speaker

Professor W. Earl Sasser
Baker Foundation Professor
Harvard Business School

who will discuss the findings in his new book
"The Ownership Quotient"

Excerpt from Book: "A customer who behaves like an owner has a lifetime value for your organization that can surpass that of a hundred typical price-sensitive customers. That makes the lifetime value of an employee who can promote customer ownership priceless. And an organization that learns how to cultivate an ownership attitude creates a self-reinforcing relationship between customers and front-line employees"

February 17, 2010
12:00 PM - 2:00 PM

at the
Woodfield Country Club
3650 Club Place
Boca Raton, FL 33496
Click here for directions

Cost for this event (non-refundable):
HBS Club of S. FL Members and their Guests:  $40 per person (prepaid by February 13)
Non-Members:  $50 per person (prepaid by February 13)

If not pre-paid, an additional $10 per person but MUST pre-register for access to the property.  Only those persons listed on the attendee list will be allowed into the property. 

To join or renew your membership, visit www.hbssouthflorida.org/memsub.html.

You must register for this event no later than Saturday, February 13, 2010.  If you have any questions or are having difficulties registering for this event, please contact Gabriela Sanchez, Club Administrator, at admin@hbssouthflorida.org or (786) 866-9765.


Click here to register

 

Biography:
Earl Sasser is a Baker Foundation Professor at Harvard Business School and has been a member of the faculty there since 1969. He received a B.A. in Mathematics from Duke University in 1965, an MBA from the University of North Carolina in 1967, and a Ph.D. in Economics from Duke University in 1969.

Sasser developed the School's first course on the management of service operations in 1972. Professor Sasser has taught a variety of courses in the MBA program including Production and Operations Management, Decision Making and Ethical Values, The Operating Manager, and Service Management. In 1982, Sasser's excellence in the classroom was recognized in an article in Fortune profiling eight professors from business schools throughout the country. Professor Sasser was Chairman of the MBA Program from 1988 to 1991. He was also faculty chair of the Advanced Management Program executive education program from 1992-1995. From 1995-2000 Professor Sasser served as Senior Associate Dean of Executive Education. He served as Chairman of the Board of Harvard Business School Interactive, a not-for-profit corporation, from 2000 to 2003. He is presently faculty co-chair of the newly-launched Program for Leadership Development.

In 1990 he co-authored (with HBS Professor James L. Heskett and former HBS assistant professor Christopher W.L. Hart) Service Breakthroughs: Changing the Rules of the Game. Based upon five years of extensive research in fourteen service industries, it explains how one or two firms in each industry are constantly able to set new standards for quality and value that force competitors to adapt or fail. Sasser has co-authored several other books in the field of service management including Management of Service Operations and The Service Management Course, The Service Profit Chain and The Value Profit Chain (with Professor James L. Heskett and Leonard A. Schlesinger) The Free Press: 2003. Professor Sasser's new book, Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage (with Professor James L. Hesket and Joe Wheeler), is published by the Harvard Business School Press, 2008.

Sasser has written or co-written ten articles for Harvard Business Review, including "Putting the Service Profit Chain to Work," "The Profitable Art of Service Recovery," "Zero Defections: Quality Comes to Services," "Match Supply and Demand in Service Industries," and "Why Satisfied Customer Defect."

Professor Sasser serves as a consultant to a number of companies in North America, Asia and Europe.




DIRECTIONS
The main gate at Yamato is closed due to construction, below are the directions to the Jog Road entrance including directions to the main Clubhouse.

From I-95:
Traveling South: Take Exit 48 Yamato Road
Traveling North: Take Exit 48B Yamato Road
Continue West on Yamato Road
Turn Right at Light onto Jog Road
Left at First Light NW 55th Street
Right onto Woodfield CC Parkway
Right onto Woodfield Circle
First Left onto Club Place

From Turnpike:
Take Exit 75 Glades Road
Left (East) onto Glades Road
Left at Light onto Jog Road
Straight through Yamato Road
Left at Light onto NW 55th Street
Right onto Woodfield CC Parkway
Right onto Woodfield Circle
First Left onto Club Place


Click here to register