After graduating from his university, Mr. Mori was employed by Japan Airlines, where he was involved in air services and was then assigned to Hong Kong. After that, he worked as a negotiator for the buying and selling of aircrafts and engines.
At Harvard Business School, Mr. Mori majored in service management and studied under Prof. Heskett. He also experienced strategy consulting for Western airlines and the Department of Defense vendors.
After returning to Japan, Mr. Mori was involved in business planning and airline negotiations, worked for the National Tourism Organization and ran an affiliate company. He is currently the president of a venture firm that expands beauty salons and spas. At GLOBIS, he teaches Service Management, Human Resource Management and executive management programs.
"Why are a few service organizations better in and year out at what they do than their competitors? Outstanding service organizations are managed differently from their merely good competitors. Missions are stated differently. Managers act differently. Actions are based on totally different assumptions about the way success is achieved. Heskett J, et al. at HBS have developed and tested with quantifiable measures of a set of these relationships that they have come to call the service profit chain. Acquiring this concept through case discussion definitely help you mobilize your organization. The more you express your thoughts, the deeper you understand the concept."