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Trilogy Health Services, LLC: Building a Great Service Company
Hess, Edward D.; Glinska, Gosia Case ENT-0122 / Published August 18, 2009 / 14 pages.
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Product Overview

This case is appropriate for teaching in the areas of entrepreneurship and managing the growth of smaller enterprises. It illustrates how an entrepreneur builds a premier service company by aligning culture, hiring practices, training, rewards, leadership, and business model.


Learning Objectives

How to operationalize the common objective of great customer service. How to align the key components of a customer-service system. How to make customer service a sustainable competitive advantage.

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  • Overview

    This case is appropriate for teaching in the areas of entrepreneurship and managing the growth of smaller enterprises. It illustrates how an entrepreneur builds a premier service company by aligning culture, hiring practices, training, rewards, leadership, and business model.

  • Learning Objectives

    Learning Objectives

    How to operationalize the common objective of great customer service. How to align the key components of a customer-service system. How to make customer service a sustainable competitive advantage.