Why do so many brilliant plans fail to deliver? What do you have to do to make things happen and make things right in services companies or service areas? Our teams require a new structured operational mindset that unifies improvement, promised service delivery and financial results. Just in time, Lean, Agile, Design Thinking... Are these movements familiar to you? Professor Muñoz-Seca has developed a framework that goes beyond these approaches: SPDM (Service Problem Driven Management) makes knowledge the corner stone of service efficiency and excellence.
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This new operational service structure is created to make your team overcome constant challenges and feel deeply involved in your service delivery. SPDM introduces a "magic formula" complementing these movements. Task equals problem equals knowledge, becomes the driving force to free up time to adopt new value-added tasks that improve both service efficiency, your team fulfillment and the company financial results.
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.
Syllabus
WEEK 1
Course Overview
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.
WEEK 2
The Operations Puzzle
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).
WEEK 3
Unlocking Capacity to Tackle Higher Value-Added Tasks
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.
WEEK 4
No Hire, No Fire
During this module, the following topics will be covered: operational variables, E2E process & green benches, 7 times, operational rules and types of decisions.
WEEK 5
The Problem Solving Machine
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.
WEEK 6
Conclusions
During this module, the following topics will be covered; reflections and summary and learnings of the four companies.
