IESE Business School

How to Build an Effective Service Company

IESE Business School

How to Build an Effective Service Company

Beatriz Muñoz Seca

Instructor: Beatriz Muñoz Seca

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5,187 already enrolled

Gain insight into a topic and learn the fundamentals.

25 reviews

Beginner level

Recommended experience

9 hours to complete
Flexible schedule
Learn at your own pace
Gain insight into a topic and learn the fundamentals.

25 reviews

Beginner level

Recommended experience

9 hours to complete
Flexible schedule
Learn at your own pace

See how employees at top companies are mastering in-demand skills

Learn more about Coursera for Business
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There are 6 modules in this course

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.

What's included

3 videos4 readings

During this module, the following topics will be covered: promise and its five dimensions (cost, time, range, innovation, and consistency), essence or DNA’s company, flame red or the structure holding up the essence, client archetype, service specifications and moments of truth (MMT).

What's included

12 videos2 readings1 assignment

During this module, the following topics will be covered: service and product mix, task=problem=knowledge, capacity analysis and matrix, load matrix and task benchmark.

What's included

11 videos3 readings1 assignment

During this module, the following topics will be covered: operational variables, E2E process & green benches, 7 times, operational rules and types of decisions.

What's included

17 videos1 reading1 assignment

During this module, the following topics will be covered: nine questions, knowledge gaps, touch points in the costumer journey, distance to implementation and knowledge stock blockages and the knowledge extended enterprise.

What's included

17 videos1 reading1 assignment

During this module, the following topics will be covered; reflections and summary and learnings of the four companies.

What's included

3 videos1 reading

Instructor

Instructor ratings
(8 ratings)
Beatriz Muñoz Seca
IESE Business School
1 Course5,187 learners

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IESE Business School

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