IESE Business School
How to Build an Effective Service Company
IESE Business School

How to Build an Effective Service Company

Taught in English

Some content may not be translated

3,694 already enrolled

Course

Gain insight into a topic and learn the fundamentals

Beatriz Muñoz Seca

Instructor: Beatriz Muñoz Seca

4.3

(20 reviews)

Beginner level
No prior experience required
8 hours to complete
3 weeks at 2 hours a week
Flexible schedule
Learn at your own pace

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

4 quizzes

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

Placeholder
Placeholder

Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV

Share it on social media and in your performance review

Placeholder

There are 6 modules in this course

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 quiz

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 quiz

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 quiz

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 quiz

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
4.8 (8 ratings)
Beatriz Muñoz Seca
IESE Business School
1 Course3,694 learners

Offered by

Recommended if you're interested in Leadership and Management

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."

New to Leadership and Management? Start here.

Placeholder

Open new doors with Coursera Plus

Unlimited access to 7,000+ world-class courses, hands-on projects, and job-ready certificate programs - all included in your subscription

Advance your career with an online degree

Earn a degree from world-class universities - 100% online

Join over 3,400 global companies that choose Coursera for Business

Upskill your employees to excel in the digital economy

Frequently asked questions