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IESE Business School vía Coursera
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How to Build an Effective Service Company

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  • Course Overview
    • 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.
  • The Operations Puzzle
    • 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).
  • Unlocking Capacity to Tackle Higher Value-Added Tasks
    • 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.
  • No Hire, No Fire
    • During this module, the following topics will be covered: operational variables, E2E process & green benches, 7 times, operational rules and types of decisions.
  • The Problem Solving Machine
    • 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.
  • Conclusions
    • During this module, the following topics will be covered; reflections and summary and learnings of the four companies.