How to Build an Effective Service Company
Learn to create efficient service operations using SPDM framework. Master service delivery, problem-solving, and operational excellence for improved results.
Learn to create efficient service operations using SPDM framework. Master service delivery, problem-solving, and operational excellence for improved results.
This comprehensive course introduces the Service Problem Driven Management (SPDM) framework, a cutting-edge approach that goes beyond traditional methodologies like Lean and Agile. Through real-world case studies across finance, gas service, banking, and tourism sectors, students learn to optimize service operations and deliver excellence. The course focuses on making knowledge the cornerstone of service efficiency, teaching practical strategies to improve team performance, operational structure, and financial results. Following four companies' implementation journeys, participants gain hands-on experience in addressing service delivery challenges and creating sustainable operational improvements.
4.3
(21 ratings)
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Instructors:
English
English (Original), Deutsch (Auto), हिन्दी (ऑटो), 18 more
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What you'll learn
Master the SPDM framework for service excellence
Optimize operational efficiency in service companies
Implement effective problem-solving strategies
Develop cutting-edge operations models
Improve service delivery and financial results
Create knowledge-driven operational structures
Skills you'll gain
This course includes:
323 Minutes PreRecorded video
4 assignments
Access on Mobile, Tablet, Desktop
FullTime access
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Top companies offer this course to their employees
Top companies provide this course to enhance their employees' skills, ensuring they excel in handling complex projects and drive organizational success.
There are 6 modules in this course
The course provides a thorough introduction to Service Problem Driven Management (SPDM), a framework that enhances service efficiency and excellence. Through practical case studies of four companies in different sectors, students learn to implement operational improvements, solve service delivery challenges, and achieve better financial results. The curriculum covers essential topics including operations structure, problem-solving approaches, capacity analysis, and knowledge management.
Course Overview
Module 1 · 1 Hours to complete
The Operations Puzzle
Module 2 · 2 Hours to complete
Unlocking Capacity to Tackle Higher Value-Added Tasks
Module 3 · 2 Hours to complete
No Hire, No Fire
Module 4 · 1 Hours to complete
The Problem Solving Machine
Module 5 · 1 Hours to complete
Conclusions
Module 6 · 30 Minutes to complete
Fee Structure
Payment options
Financial Aid
Instructor
Distinguished Operations and Service Management Expert at IESE Business School
Beatriz Muñoz-Seca es una destacada profesora emérita en el departamento de Operaciones, Información y Tecnología del IESE Business School, donde ha estado impartiendo clases e investigando desde 1990. Con una trayectoria profesional de más de cuarenta años, combina una sólida formación académica que incluye un Doctorado de la Universidad de Navarra y un Master en Educación de Harvard University, con una extensa experiencia práctica en dirección empresarial. En Coursera, imparte el curso "How to Build an Effective Service Company", donde comparte su marco innovador SPDM (Service Problem Driven Management). Es autora de importantes obras publicadas por Palgrave, incluyendo "How to Make Things Happen" (2017), "How to Get Things Right" (2019) y "Service Operational Canvas" (2021). Su experiencia abarca la consultoría internacional en estrategia operacional, diseño de servicios e innovación, habiendo asesorado a empresas en diversos países y colaborado con la Comisión Europea. Actualmente enseña Estrategia Operacional tanto en el IESE como en varias escuelas de negocios de Latinoamérica y Portugal, compartiendo su expertise en la gestión de servicios y transformación operacional.
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4.3 course rating
21 ratings
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