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.
How to Build an Effective Service Company
How to Build an Effective Service Company
Instructor: Beatriz Muñoz Seca
4,147 already enrolled
Included with 
Gain insight into a topic and learn the fundamentals.
4.3
(22 reviews)
Beginner level
No prior experience required
8 hours to complete
3 weeks at 2 hours a week
Flexible schedule
Learn at your own pace
Details to know
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Assessments
4 assignments
Taught in English
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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
4.8 (8 ratings)Offered by
Recommended if you're interested in Leadership and Management
University of Colorado Boulder
Coursera Instructor Network
Starweaver
University of Maryland, College Park
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