How to Build an Effective Service Company

Overview

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.

Syllabus

Course Overview: Introduction to Operations Management

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: Understanding Process Flows

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 for Value-Added Tasks: Optimization Strategies

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: Managing Workforce Fluctuations

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: Implementing Lean Principles

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.