In this course, students will work on a real-life project and take the role of consultants for an Austrian subsidiary of the world’s largest private education company specialized on language learning, educational travel, cultural exchange and academic programs. The participants will have to translate their theoretical knowledge into thorough business, market and industry analysis and propose ideas and concepts that can and will be implemented by the partner firm.
The focus will be on the innovative design of management control systems and performance management for maintaining high-level customer services and implementing regional business strategies. The project will cover among others the following aspects:
- Detailed analysis of the customer experience process
- Thorough analysis of customer satisfaction in the region
- Definition of key success factors and corresponding key performance indicators
- Benchmarking study
- Recommendations for changes in the current client satisfaction/ assessment surveys
- Suggestions for optimization of employee performance KPIs and/ or relevant management controls
Students will learn to manage a demanding project in a large team, apply their theoretical knowledge to find creative, hands-on solutions and to “sell” ideas and solutions to the top management team of the partner firm. Through group work students will also learn a great deal about coordinating efficiently and effectively with their peers.