How to Build an Effective Service Company from Coursera

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

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.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Explores Service Problem Driven Management (SPDM) framework which aids service companies in improving operational efficiency and customer satisfaction

Features practical, real-world case studies of companies successfully implementing SPDM in various service sectors

Focuses on improving both service delivery and financial results, aligning with business goals

Taught by Beatriz Muñoz Seca, a recognized expert in service management

Applicable to professionals in service companies or service areas seeking to enhance their operational effectiveness

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in How to Build an Effective Service Company with these activities:

Review Service Management Concepts

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Reviewing core service management concepts will reinforce your understanding and prepare you for the course materials.

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Read through lecture notes and textbooks on service management principles and theories.
Summarize key concepts and definitions related to service management.
Complete practice questions or exercises to test your understanding.

Task Analysis Exercises

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Conducting task analysis exercises will help you develop the analytical skills required to identify and optimize service processes.

Browse courses on Task Analysis

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Select a service process or task within your organization.
Break down the process into individual tasks and analyze each task's purpose, inputs, outputs, and dependencies.
Identify potential areas for improvement and develop recommendations for optimization.

SPDM Framework Implementation Simulations

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Following guided tutorials on SPDM implementation will provide you with practical experience in applying the framework and seeing its benefits firsthand.

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Identify a real-world service delivery scenario where you can apply the SPDM framework.
Follow step-by-step instructions provided in online tutorials or workshops to implement the SPDM framework.
Analyze the impact of implementing SPDM on service efficiency, team involvement, and financial results.

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Contribute to Service Management Software

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Contributing to open-source service management software projects allows you to gain practical experience, showcase your skills, and stay updated on industry advancements.

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Identify open-source service management projects on platforms such as GitHub or GitLab.
Review project documentation and codebase to understand its purpose and functionality.
Contribute to the project by fixing bugs, adding features, or improving documentation.
Interact with the project community, ask questions, and share your knowledge.

Career center

Learners who complete How to Build an Effective Service Company will develop knowledge and skills that may be useful to these careers:

Consultant

Consultants are responsible for the profitable, sustainable growth of a client organization. They play a central role in making business decisions, which requires an understanding of the company's needs, challenges, and goals. Additionally, it's often necessary to understand the latest business trends and best practices of the relevant industry. How to Build an Effective Service Company can provide you with the operational mindset and framework to help clients build efficient teams and provide excellent service.

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Service Manager

Service managers oversee the operations of a customer service or support department. Their primary objective is to ensure that the team is meeting customer needs and delivering high-quality service. This requires an understanding of customer service best practices, as well as the ability to create and implement efficient processes.

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Operations Manager

Operations managers plan, organize, and direct the daily operations of an organization. This includes developing and implementing policies and procedures, as well as overseeing the work of employees. The operations manager is responsible for the efficient and effective operation of the organization, including customer satisfaction, profitability, and compliance with laws and regulations.

See salaries and explore the career path for Operations Manager

Process Improvement Specialist

Process improvement specialists work to identify and eliminate inefficiencies in business processes. They may also be responsible for developing and implementing new processes or improving existing ones in a way that aligns with broader company objectives. In this role, they analyze the processes and systems that govern the delivery of a service, including customer touchpoints and value-added tasks.

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Project Manager

Project managers are responsible for planning, organizing, and executing projects. This involves working with stakeholders to define project scope, develop a timeline, and identify resources. Project managers also track project progress and ensure that all deliverables are met on time and within budget.

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Business Analyst

Business analysts work with stakeholders to understand their needs and develop solutions that meet those needs. They may work on a variety of projects, including process improvement, software development, and organizational change.

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Service Designer

Service designers are responsible for designing and developing new or improved services. They work with customers and stakeholders to understand their needs and develop solutions that meet those needs.

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Product Manager

Product managers are responsible for managing the development and launch of new products or features. They work with engineers, designers, and marketers to ensure that products meet customer needs and are successful in the marketplace.

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Entrepreneur

Entrepreneurs are responsible for starting and running their own businesses. They must develop a business plan, secure funding, and build a team to execute their vision.

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Customer Success Manager

Customer success managers are responsible for ensuring that customers are successful with a product or service. They work with customers to understand their needs and help them achieve their goals.

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Operations Research Analyst

Operations research analysts use mathematical and analytical techniques to solve problems in a variety of industries. They may work on projects related to process improvement, logistics, and supply chain management.

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Quality Assurance Analyst

Quality assurance analysts are responsible for testing and evaluating software or products to ensure that they meet quality standards.

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Software Engineer

Software engineers design, develop, and maintain software applications. They work with customers and stakeholders to understand their needs and develop solutions that meet those needs.

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UX Designer

UX designers are responsible for the design and usability of a product or service. They work with engineers, designers, and marketers to ensure that products are easy to use and provide a positive user experience.

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Data Analyst

Data analysts collect, analyze, and interpret data to help businesses make better decisions. They work with a variety of data sources, including spreadsheets, databases, and online surveys.

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