How to Build an Effective Service Company
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.
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Syllabus
Syllabus - What you will learn from this course
Week 1
Course Overview
Week 2
The Operations Puzzle
Week 3
Unlocking Capacity to Tackle Higher Value-Added Tasks
Week 4
No Hire, No Fire
Week 5
The Problem Solving Machine
Week 6
Conclusions
FAQ
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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