About this Course
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
What You'll Learn
- Apply SPDM framework to optimize service processes
- Motivate team to improve service delivery
- Link service quality to financial results
- Identify and address service problems using case studies
Prerequisites
- Basic understanding of business operations recommended
Instructors
Beatriz Muñoz Seca
Profesora Emérita de Operaciones, Información y TecnologÃa.