Enroll Course: https://www.coursera.org/learn/effective-service-company
Ever wondered why some service companies consistently hit it out of the park while others stumble, despite having brilliant ideas? It’s a question that plagues many businesses. Professor Muñoz-Seca’s Coursera course, ‘How to Build an Effective Service Company,’ dives deep into this very issue, offering a structured operational mindset that unifies improvement, service delivery, and financial results. If you’re looking to elevate your service operations, this course is a must-watch.
The course introduces a powerful framework called SPDM (Service Problem Driven Management), which goes beyond the buzzwords of Just in Time, Lean, and Agile. SPDM provides a practical, results-oriented approach to tackling the core problems that hinder excellent service delivery.
Through fascinating case studies of four companies – in finance, gas, health, and tourism – the course illustrates how SPDM can be implemented to address operational challenges and drive significant improvements. You’ll learn how to increase efficiency while simultaneously delivering a 5-star customer experience and achieving tangible business results.
The syllabus is comprehensive and logically structured:
- Course Overview: Sets the stage with real-world examples and the core principles of SPDM.
- The Operations Puzzle: Explores the critical dimensions of a service promise (cost, time, range, innovation, consistency), company essence, client archetypes, and crucial ‘moments of truth’.
- Unlocking Capacity to Tackle Higher Value-Added Tasks: Focuses on optimizing service and product mix, understanding tasks as problems requiring knowledge, and analyzing capacity through matrices and benchmarks.
- No Hire, No Fire: Delves into operational variables, end-to-end processes, and decision-making frameworks to manage workforce effectively without constant hiring or firing.
- The Problem Solving Machine: Equips you with tools to identify knowledge gaps, analyze customer journey touchpoints, and overcome blockages in knowledge management.
- Conclusions: Offers reflections and a summary of the key learnings from the company case studies.
What makes this course particularly valuable is its practical application. You don’t just learn theory; you see how it plays out in different industries. Professor Muñoz-Seca’s SPDM framework provides a clear roadmap for identifying and solving service problems, leading to enhanced efficiency and customer satisfaction. If you’re a manager, business owner, or anyone involved in service operations, this course offers actionable insights that can transform your company’s performance. Highly recommended!
Enroll Course: https://www.coursera.org/learn/effective-service-company