|
所在平台: Coursera |
课程主页: https://www.coursera.org/learn/effective-service-company
课程评论：没有评论
课程名称：如何建立有效的服务公司 课程概述：为什么许多优秀的计划无法实现？在服务公司或服务领域，您需要做些什么才能让事情发生并且做到正确？我们的团队需要一种新的结构化运营思维，统一改进、承诺的服务交付和财务成果。及时生产、精益管理、敏捷开发、设计思维……这些概念您是否熟悉？穆尼奥斯-塞卡教授开发了一种超越这些方法的新框架：基于服务问题驱动管理（SPDM）。该框架使知识成为服务效率和卓越的基石，旨在帮助您的团队克服常态挑战，深度参与服务交付。SPDM 引入了一个“魔法公式”，即任务=问题=知识，这成为释放时间以采用新的增值任务的驱动力，从而提升服务效率、团队满足感和公司的财务成果。 在本课程中，您将通过四家公司（分别来自金融、气体服务交付、银行后台和旅游）了解它们如何实施SPDM，解决无法提供优质服务的问题并改善业绩。通过这些案例和该实践框架的应用，您将深入了解如何提升效率，并采用先进的运营模式，提供五星级服务并连接财务改进。 课程大纲： 1. 课程概述：您将跟随来自不同行业（金融、气体、健康和旅游）的四家公司，研究它们如何实施高效的、前沿的运营模型（SPDM），解决影响优质服务交付的关键问题，提升业绩。 2. 运营难题：本模块将涵盖承诺的五个维度（成本、时间、范围、创新和一致性）、公司本质或DNA、支撑本质的结构、客户原型、服务规格及关键时刻（MMT）。 3. 解锁能力以应对更高价值的任务：本模块将讨论服务与产品的组合、任务=问题=知识、能力分析与矩阵、载荷矩阵和任务基准。 4. 不招人、不裁人：本模块将探讨操作变量、端到端流程及绿色工作台、七次、操作规则和决策类型。 5. 解决问题的机器：本模块将讨论九个问题、知识差距、客户旅程的接触点、执行距离及知识库存障碍、知识扩展企业。 6. 结论：本模块将总结四家公司的反思、总结和学习成果。 通过这门课程，您将能够掌握提升服务效率的技巧，并有效应对自身公司中的实际问题。
Name:Course Overview
Description: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.
Name:The Operations Puzzle
Description: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).
Name:Unlocking Capacity to Tackle Higher Value-Added Tasks
Description: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.
Name:No Hire, No Fire
Description:During this module, the following topics will be covered: operational variables, E2E process & green benches, 7 times, operational rules and types of decisions.
Name:The Problem Solving Machine
Description: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.
Name:Conclusions
Description:During this module, the following topics will be covered; reflections and summary and learnings of the four companies.
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. 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.
