About this Course

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Why do so many brilliant plans fail to deliver?  What do you have to do to make things happen and make things right in services companies or service areas? Our teams require a new structured operational mindset that unifies improvement, promised service delivery and financial results.
Just in time, Lean, Agile, Design Thinking... Are these movements familiar to you? Professor Muñoz-Seca has developed a framework that goes beyond these approaches: SPDM (Service Problem Driven Management) makes knowledge the corner stone of service efficiency and excellence. This new operational service structure is created to make your team overcome constant challenges and feel deeply involved in your service delivery. SPDM introduces a "magic formula" complementing these movements. Task equals problem equals knowledge, becomes the driving force to free up time to adopt new value-added tasks that improve both service efficiency, your team fulfillment and the company financial results.  

In this course, you will follow four companies, each in a different service sector (finance, gas service delivery, back office of a bank and tourism), as they implement SPDM to address the problems that do not allow them to deliver an excellent service and improve their results. Through these cases, and the application of this practical framework, you will gain a deep understanding of how to increase your efficiency and adopt a cutting-edge operations model that provides a 5 star service linked with financial improvement.

Flexible deadlines

Reset deadlines in accordance to your schedule.

Shareable Certificate

Earn a Certificate upon completion

100% online

Start instantly and learn at your own schedule.

Coursera Labs

Includes hands on learning projects.

Learn more about Coursera Labs

Beginner Level

Approx. 8 hours to complete

English

Could your company benefit from training employees on in-demand skills?

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Flexible deadlines

Reset deadlines in accordance to your schedule.

Shareable Certificate

Earn a Certificate upon completion

100% online

Start instantly and learn at your own schedule.

Coursera Labs

Includes hands on learning projects.

Learn more about Coursera Labs

Beginner Level

Approx. 8 hours to complete

English

Could your company benefit from training employees on in-demand skills?

Try Coursera for Business

Instructor

Instructor rating

4.75/5 (8 Ratings)

Beatriz Muñoz Seca

Professor

Operations Management

2,987 Learners

1 Course

Syllabus - What you will learn from this course

Week1

Week 1

1 hour to complete

Course Overview

In this course, you will follow four companies, each in a different industry (finance, gas, health and tourism), as they implement an efficient and cutting-edge operations model (SPDM) to address the problems that do not allow them to deliver an excellent service, and improve their results. Through these cases, and the application of this practical framework, you will gain a deep understanding of how to increase your efficiency while providing a 5 star service, as well as getting results and things done in your own company.

1 hour to complete

3 videos (Total 26 min), 3 readings

Week2

Week 2

2 hours to complete

The Operations Puzzle

2 hours to complete

12 videos (Total 62 min), 2 readings, 1 quiz

12 videos

Introduction3mUnderstanding the operations puzzle7mComponents of the operations puzzle: The Promise7mArtemis' Promise5mComponents of the operations puzzle: Essence and Flame Red2mArtemis' Essence, Flame Red and Service Dream5mComponents of the operations puzzle: Archetypes2mHephaestus’ promise (Essence + Flame Red) and tribes11mAchilles and the need for service specifications 58sService specification1mAchilles talks about service specifications8mThe 6 Moments of Truth7m

2 readings

Professor's slides10mThe Ferraz Center45m

1 practice exercise

Quiz Module 215m

Week3

Week 3

2 hours to complete

Unlocking Capacity to Tackle Higher Value-Added Tasks

2 hours to complete

11 videos (Total 77 min), 3 readings, 1 quiz

11 videos

Introduction11mService / Product Mix4mAchilles I-CAN task problem knowledge6mCapacity Analysis15mHephaestus' Capacity Analysis5mPrimary and Secondary Tasks4mHephaestus' Primary and Secondary Tasks2mLoad Matrix9mArtemis's Load Matrix7mTask Benchmark2mAchilles and Hephaestus' Task Benchmark5m

3 readings

Professor's slides10mCapacity Analysis Tool10mLoad Analysis Tool10m

1 practice exercise

Quiz Module 315m

Week4

Week 4

1 hour to complete

No Hire, No Fire

1 hour to complete

17 videos (Total 54 min), 1 reading, 1 quiz

17 videos

Introduction4mAchilles' No Hire No Fire2mThe Operational Variables2mHephaestus' Operational Variables1mPegasus' End to End Process2mEnd to End Processes 4mHephaestus' Interruptions3mThe 7 Times6mPegasus' 7 Times3mPegasus' Operational Rules1mAchilles' Operational Rules3mArtemis' Macro Rules1mThe Operational Rules5mAchilles' Types of Decisions1mIndustrialization1mAchilles' Industrialization1mArtemis, Achilles and Pegasus on Industrialization5m

1 reading

Professor's slides10m

1 practice exercise

Quiz Module 415m

Frequently Asked Questions

When will I have access to the lectures and assignments?
Access to lectures and assignments depends on your type of enrollment. If you take a course in audit mode, you will be able to see most course materials for free. To access graded assignments and to earn a Certificate, you will need to purchase the Certificate experience, during or after your audit. If you don't see the audit option:
The course may not offer an audit option. You can try a Free Trial instead, or apply for Financial Aid.
The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.
What will I get if I purchase the Certificate?
When you purchase a Certificate you get access to all course materials, including graded assignments. Upon completing the course, your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile. If you only want to read and view the course content, you can audit the course for free.
Is financial aid available?
Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.

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How to Build an Effective Service Company

How to Build an Effective Service Company

About this Course