How to Build an Effective Service Company

Ends soon! Save on skills that make you shine with 40% off 3 months of Coursera Plus. Save now

How to Build an Effective Service Company

Instructor: Beatriz Muñoz Seca

5,198 already enrolled

Included with

Learn more

6 modules

Gain insight into a topic and learn the fundamentals.

25 reviews

Beginner level

Recommended experience

9 hours to complete

Flexible schedule

Learn at your own pace

6 modules

Gain insight into a topic and learn the fundamentals.

25 reviews

Beginner level

Recommended experience

9 hours to complete

Flexible schedule

Learn at your own pace

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

4 assignments

Taught in English

91% of learners achieved a positive career outcome

See how employees at top companies are mastering in-demand skills

Learn more about Coursera for Business

logos of Petrobras, TATA, Danone, Capgemini, P&G and L'Oreal

There are 6 modules in this course

Struggling with service delivery? Discover SPDM (Service Problem Driven Management), a groundbreaking framework developed by Professor Muñoz-Seca to revolutionize service efficiency and financial results. Go beyond Lean, Agile, and Design Thinking!

This course equips you with the knowledge and skills to implement SPDM, transforming tasks into knowledge-driven solutions. Learn to identify and address service problems across sectors like finance, gas, banking, and tourism, using practical case studies. You will learn to: * Apply the SPDM framework to optimize service processes. * Drive team involvement and improve service delivery. * Link service excellence with measurable financial gains.

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

12 videosTotal 62 minutes

Introduction3 minutes
Understanding the operations puzzle7 minutes
Components of the operations puzzle: The Promise7 minutes
Artemis' Promise5 minutes
Components of the operations puzzle: Essence and Flame Red3 minutes
Artemis' Essence, Flame Red and Service Dream5 minutes
Components of the operations puzzle: Archetypes2 minutes
Hephaestus’ promise (Essence + Flame Red) and tribes11 minutes
Achilles and the need for service specifications 1 minute
Service specification1 minute
Achilles talks about service specifications8 minutes
The 6 Moments of Truth8 minutes

2 readingsTotal 55 minutes

Professor's slides10 minutes
The Ferraz Center45 minutes

1 assignmentTotal 15 minutes

Quiz Module 215 minutes

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

11 videosTotal 77 minutes

Introduction12 minutes
Service / Product Mix5 minutes
Achilles I-CAN task problem knowledge7 minutes
Capacity Analysis15 minutes
Hephaestus' Capacity Analysis5 minutes
Primary and Secondary Tasks4 minutes
Hephaestus' Primary and Secondary Tasks3 minutes
Load Matrix10 minutes
Artemis's Load Matrix8 minutes
Task Benchmark3 minutes
Achilles and Hephaestus' Task Benchmark6 minutes

3 readingsTotal 30 minutes

Professor's slides10 minutes
Capacity Analysis Tool10 minutes
Load Analysis Tool10 minutes

1 assignmentTotal 15 minutes

Quiz Module 315 minutes

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

17 videosTotal 54 minutes

Introduction5 minutes
Achilles' No Hire No Fire3 minutes
The Operational Variables2 minutes
Hephaestus' Operational Variables2 minutes
Pegasus' End to End Process2 minutes
End to End Processes 5 minutes
Hephaestus' Interruptions3 minutes
The 7 Times6 minutes
Pegasus' 7 Times3 minutes
Pegasus' Operational Rules1 minute
Achilles' Operational Rules4 minutes
Artemis' Macro Rules2 minutes
The Operational Rules5 minutes
Achilles' Types of Decisions1 minute
Industrialization2 minutes
Achilles' Industrialization2 minutes
Artemis, Achilles and Pegasus on Industrialization5 minutes

1 readingTotal 10 minutes

Professor's slides10 minutes

1 assignmentTotal 15 minutes

Quiz Module 415 minutes

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

17 videosTotal 86 minutes

Introduction9 minutes
Brainforce14 minutes
Achilles and Artemis' 9 Questions3 minutes
Hephaestus' 9 Questions2 minutes
Achilles and Hephaestus comparing 9 Questions2 minutes
Knowledge Gap10 minutes
Achilles' treasure6 minutes
Time for Solving Problems7 minutes
Artemis' Distance to Implementation5 minutes
The Innosufferer5 minutes
Achilles Innosufferer3 minutes
The Customer Journey5 minutes
Artemis' Customer Journey2 minutes
Artemis' Touchpoints and Essence4 minutes
Hephaestus' Customer Journey1 minute
SPDM in the Extended Enterprise5 minutes
Pegasus and Hephaestus on Extended Enterprise4 minutes

1 readingTotal 10 minutes

Professor's slides10 minutes

1 assignmentTotal 15 minutes

Quiz Module 515 minutes

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

(8 ratings)

Beatriz Muñoz Seca

IESE Business School

1 Course5,198 learners

Offered by

IESE Business School

Explore more from Leadership and Management

Kennesaw State University
How to Achieve Service Excellence - Jagdish Sheth
Course
Starweaver
Effective Service Innovation by Design in Hotel Management
Course
Packt
IT Service Management: Career Guide
Course
EDUCBA
ITIL V4 Details of Four Dimensions of Service Management
Course

Why people choose Coursera for their career

Felipe M.

Learner since 2018

"To be able to take courses at my own pace and rhythm has been an amazing experience. I can learn whenever it fits my schedule and mood."

Jennifer J.

Learner since 2020

"I directly applied the concepts and skills I learned from my courses to an exciting new project at work."

Larry W.

Learner since 2021

"When I need courses on topics that my university doesn't offer, Coursera is one of the best places to go."

Chaitanya A.

"Learning isn't just about being better at your job: it's so much more than that. Coursera allows me to learn without limits."

Frequently asked questions

To access the course materials, assignments and to earn a Certificate, you will need to purchase the Certificate experience when you enroll in a course. You can try a Free Trial instead, or apply for Financial Aid. The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.

When you purchase a Certificate you get access to all course materials, including graded assignments. Upon completing the course, your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile.

Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.