Struggling with service delivery? Discover SPDM (Service Problem Driven Management), a groundbreaking framework developed by Professor Muñoz-Seca to revolutionize service efficiency and financial results. Go beyond Lean, Agile, and Design Thinking!
How to Build an Effective Service Company
How to Build an Effective Service Company
Instructor: Beatriz Muñoz Seca
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4,808 already enrolled
Gain insight into a topic and learn the fundamentals.
4.3
(24 reviews)
Beginner level
Recommended experience
8 hours to complete
Flexible schedule
Learn at your own pace
Skills you'll gain
- Decision Making
- Operational Efficiency
- Sustainable Business
- Process Flow Diagrams
- Operations Management
- Process Optimization
- Service Management
- Service Design
- Quality Improvement
- Capacity Management
- Business Process
- Staff Management
- Workforce Management
- Case Studies
- Operational Analysis
- Client Services
- Lean Methodologies
Details to know
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Assessments
4 assignments
Taught in English
See how employees at top companies are mastering in-demand skills
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
4.8 (8 ratings)Offered by
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