Toshimasa Mori
Position:
Marketing and Strategy, Organizational Behavior and HRM
Discipline:
Marketing and Strategy
Courses:
Service Management
Education:
MBA, Harvard Business School
Biography:
After graduating from Sophia University, Toshimasa Mori joined Japan Airlines (JAL), where he was assigned to various frontline services, then Hong Kong Airport.
JAL later sponsored his study at Harvard Business School in 1991, where he majored in service management. He was also engaged in strategic consulting services for airlines in the EU and USA, as well as Pentagon vendors. His consulting services followed practical concepts such as “Why are some service organizations better at what they do than others?”
After twenty-nine years of service, Toshimasa left JAL to become CEO of a large beauty parlor chain. He prepared the company for IPO, then left it to the business owner’s family in 2018. He then served as general manager for a general incorporated association until the end of 2021.
At GLOBIS University, he teaches Service Management.
“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.”
