How to Build an Effective Service Company
- Offered byCoursera
How to Build an Effective Service Company at Coursera Overview
Duration | 9 hours |
Total fee | Free |
Mode of learning | Online |
Difficulty level | Beginner |
Official Website | Explore Free Course  |
Credential | Certificate |
How to Build an Effective Service Company at Coursera Highlights
- Flexible deadlines Reset deadlines in accordance to your schedule.
- Shareable Certificate Earn a Certificate upon completion
- 100% online Start instantly and learn at your own schedule.
How to Build an Effective Service Company at Coursera Course details
- 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.
How to Build an Effective Service Company at Coursera Curriculum
Course Overview
Introduction
SPDM: Discover the Service Problem Driven Management framework
Meet 4 service companies to understand the SPDM framework
Professor's slides
Glossary
Learning Map
The Operations Puzzle
Introduction
Understanding the operations puzzle
Components of the operations puzzle: The Promise
Artemis' Promise
Components of the operations puzzle: Essence and Flame Red
Artemis' Essence, Flame Red and Service Dream
Components of the operations puzzle: Archetypes
Hephaestus-promise (Essence + Flame Red) and tribes
Achilles and the need for service specifications
Service specification
Achilles talks about service specifications
The 6 Moments of Truth
Professor's slides
The Ferraz Center
Quiz Module 2
Unlocking Capacity to Tackle Higher Value-Added Tasks
Introduction
Service / Product Mix
Achilles I-CAN task problem knowledge
Capacity Analysis
Hephaestus' Capacity Analysis
Primary and Secondary Tasks
Hephaestus' Primary and Secondary Tasks
Load Matrix
Artemis's Load Matrix
Task Benchmark
Achilles and Hephaestus' Task Benchmark
Professor's slides
Capacity Analysis Tool
Load Analysis Tool
Quiz Module 3
No Hire, No Fire
Introduction
Achilles' No Hire No Fire
The Operational Variables
Hephaestus' Operational Variables
Pegasus' End to End Process
End to End Processes
Hephaestus' Interruptions
The 7 Times
Pegasus' 7 Times
Pegasus' Operational Rules
Achilles' Operational Rules
Artemis' Macro Rules
The Operational Rules
Achilles' Types of Decisions
Industrialization
Achilles' Industrialization
Artemis, Achilles and Pegasus on Industrialization
Professor's slides
Quiz Module 4
The Problem Solving Machine
Introduction
Brainforce
Achilles and Artemis' 9 Questions
Hephaestus' 9 Questions
Achilles and Hephaestus comparing 9 Questions
Knowledge Gap
Achilles' treasure
Time for Solving Problems
Artemis' Distance to Implementation
The Innosufferer
Achilles Innosufferer
The Customer Journey
Artemis' Customer Journey
Artemis' Touchpoints and Essence
Hephaestus' Customer Journey
SPDM in the Extended Enterprise
Pegasus and Hephaestus on Extended Enterprise
Professor's slides
Quiz Module 5
Conclusions
Conclusions
Companies closing remarks
Closing Remarks
Professor's slides
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Student Forum
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