About Us

The Service Profit Chain, written by James Heskett, W. Earl Sasser and Leonard Schlesinger, quickly became the definitive guide for business leaders committed to achieving better business performance by engineering the linkage between employees, customers and profits.

Founded by Joe Wheeler in collaboration with Jim Heskett and Earl Sasser of The Harvard Business School, The Service Profit Chain Institute is a consulting firm dedicated to helping companies create sustainable competitive advantage by improving the linkage between employees, customers and profits.

Value Proposition
•  Proven, results-driven approach to improving business performance
•  Access to leading management experts and relevant research-based ‘Best Practices’
•  Focused on helping clients build internal capability to achieve sustainable results

Capabilities

Consulting Services:  These include projects focused on delivering a specific aspect of the Service Profit Chain Management System™ or support in implementing the entire process.

Transformation Process:  Partnering with SPCI to design and implement a comprehensive organizational change effort to dramatically improve business results.

Executive Alignment:  A customized approach to working with executive teams interested in understanding the financial impact from implementation of Achieving Breakthrough Value concepts and what will be required to implement the system in their own organizations.

Products and Programs:  Training programs and management tools designed to enable managers to apply the practices and approaches of world class companies to achieve breakthrough results.