Faculty Masterclass Series: Failures and Service Design with Prof Paul Taaffe
All great service companies have a clear compelling service strategy for bringing value to their customers - you would think! Yet, it's not unusual, for example, for airlines to misplace and lose luggage or to turn away paying customers because of overbooking. The newspaper headlines are often full of headlines and stories from angry and disappointed customers. This masterclass will have a clear operations focus and examine the missing links, the implications of poor service design, and the financial implications of failures in the value chain when operations fail to meet their customers’ expectations.
Prof Paul Taaffe BA(mgmt.), MPM, PMP
Paul Taaffe is the founder and lead consultant with Taaffe & Associates; a company that primarily offers advice, expertise and specialist skills concerned with leading transformation programmes in both public and private organisations.
With vast practical experience gained from more than 30 years working in the telecommunications sector, he can bring particular skills and experience to the examination of production and service systems to determine the major design choices necessary to generate superior operating efficiencies.
Taaffe is also a Visiting Fellow and Module Coordinator on the Global MBA programme offered by Manchester Business School, University of Manchester. He designs and delivers Operations and Project Management MBA courses for a number of 3rd level colleges and universities in Ireland, the United Kingdom and other centres around the world.
Among his many academic qualifications he holds a Master’s Degree from the University of Limerick, Ireland and a prestigious Project Management Professional accreditation from the Project Management Institute in the U.S.A.