Redhill High School: Free to Build Excellence

Description

Redhill High School: Free to Build Excellence: Abstract

Mike Russell, principal of the highly academic Redhill High School in the north of Johannesburg, had had a demanding start to his day. He had just finished an early morning meeting with a parent concerned about his son’s performance in Afrikaans. Mike had allayed the parent’s fears, but this interaction had highlighted for him one of his major concerns: what could he do to ensure that classroom delivery matched the not-inconsiderable fees that parents at all private schools in the area, including Redhill, were paying for their children’s secondary education?

Teaching objectives

This case intends to enable learning about customer service management and the application of principles for successful customer service management.