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.

Understand Kanban Production Control Model Discrete Event Simulations Using R Simmer Capture Simulation Data, Plot Charts & Interpret Results

Modern organisations are characterised by increasingly higher levels of uncertainty, complexity and diversity. In our current globalised work environment, how can you manage the power and politics that persistently influence organisational decision-making? Being savvy about organisational politics and having the nous to negotiate and resolve conflict is a critical capability for managers at all levels. This course will develop your negotiation and conflict resolution skills – crucial to becoming a positive influence in your organisation. Via structured learning activities (video lectures, quizzes, discussion prompts and written assessments) you will conceptualise and measure power and politics; analyse and develop strategies for influencing stakeholders; and learn how to act with integrity and purpose when ‘playing politics’.

In this course, you will develop and strengthen your capacity to lead and recognize leadership exhibited by others in your organization. The professional business skills related to leadership gained through this course will help you to succeed working in any organization.

Designing the customer and user experience is essential to creating great products today. Gone is the old paradigm of “form follows function” model of design. The process must be iterative and follow the best product design and development processes. While designing a great user experience can be a lengthy and expensive process, there are approaches to doing it faster and smarter, without compromising results. This essential product management course explains key design thinking principles around personas, story mapping, and prototyping. Product managers need to know and appreciate product designer tools and processes. By combining these principles with good scrum processes, you’ll learn to create great products that don’t sacrifice design for functionality or feasibility. This course enables students to transition from ideas to prototyping and concept testing of their products and services. Students learn how best to effectively translate ideas into marketable offerings so that the best product and service ideas are harnessed and create real value for customers and the organization. Emphasis is placed on an integrated and interdisciplinary approach to engineering design, concurrent engineering, design for manufacturing, industrial design, and the business of new product development. Topics include design methods, modeling and simulation, material and manufacturing process selection, platform and modular design, mass customization, planning and scheduling.

This is class 3 in the MOOC specialization, Become a Sustainable Business Change Agent. This class looks at the big issues companies are fixing - climate change, water, worker satisfaction and supply chain issues. You will learn tools to help your company address these issues intelligently. The class ends with an assignment to set a science-based carbon reduction target for a small company. Tis is absolutely cutting edge material. Only about 300 companies in the whole world are doing this as of July 2017. You could put your company in the elite group! With the knowledge and tools you have acquired from the 3 classes in this specialization you are well on your way to making a difference in your company, and making the future brighter for everyone. Thank you for being part of this program!

Social media not only provides marketers with a means of communicating with their customers, but also a way to better understand their customers. Viewing consumers’ social media activity as the “voice of the consumer,” this session exposes learners to the analytic methods that can be used to convert social media data to marketing insights. In Introduction to Social Media Analytics, learners will be exposed to both the benefits and limitations of relying on social media data compared to traditional methods of marketing research. Partnering with a leading social media listening platform, this course provides learners with the foundational skills of social media listening including the creation of monitors and common social media metrics. Moving beyond social media listening, this course shows learners how social media data can be used to provide insights into market structure and consumers’ perceptions of the brand. Learners will have the opportunity to assess data and discern how to "listen" to the data by watching video lectures and completing activities, practice quizzes, discussion boards, and peer assessments.

Throughout the Coaching Skills for Managers specialization, we’ve discussed many topics for improving coaching conversations with our employees. It is now time to put all of that theory and discussion into practice and examine great examples of common coaching conversations! Note: This course builds on all previous courses in the Coaching Skills for Managers specialization. It is highly recommended that students complete or be familiar with the topics covered in those courses before taking this course. In particular, you should be familiar with the coaching strategies and tools discussed in previous courses (such as the 5 whys technique, resisting what is, among others), and should have a full understanding of the Thought model and the various components of it: circumstances, thoughts, feelings, actions, and results. By the end of this course, you will be able to demonstrate appropriate and effective strategies when engaging in coaching conversations with those that you lead. By exploring and analyzing common coaching scenarios that are acted out in this course, you will have a great sense of what works well and not so well during such a conversation. Specifically, you'll be able to better differentiate between a developmental coaching approach and a directive management style, discuss new strategies and techniques for dealing with both mind set and skill set gaps, describe how to use the feedback loop effectively in a conversation, and demonstrate the use of good questioning techniques and the thought model to not only help an employee identify issues, but help the employee really change their thinking. The final assignment is all about actually having a coaching conversation with another person where you can apply everything you've learned in this course and throughout the Coaching Skills for Managers specialization. Again, it is highly recommended students complete the other courses in the specialization before taking this one. This peer review assignment, in particular, will be difficult to complete without knowledge of the topics covered in these courses. After going through the course materials and completing the assessments, you will be able to have more effective one-on one-coaching meetings with those you manage and deepen your understanding of the essential practice of coaching conversations.

By the end of this project, you will have the ability to develop and design a target market analysis graphic, a sales CRM workflow graphic, and a data chart graphic using Canva. A web-based graphic design tool, Canva offers free accounts with broad access to facilitate visual content development. The learner will develop graphics appropriate for use in sales presentations and any other presentations the user deems appropriate. Note: This course works best for learners who are based in the North America region. We’re currently working on providing the same experience in other regions.

Mediation is a crucial means to reaching peaceful and agreed solutions in today’s world – on an international, political, industrial, peace-keeping or social level. With the course you will be able to choose and lead a mediation process. You will gain a deeper understanding of workplace and international conflict resolution. Fundamentals of Negotiation are required to complete this MOOC. You can acquire them through our MOOC "Negotiation Fundamentals". After this course, you will be able to: Define what a mediation is and choose when to use it; List different types of mediation; Identify typical challenges and difficulties that most mediators face; Choose the adequate strategies within a repertoire of options; Identify the do’s and don’ts in mediation. This MOOC offers video lectures from leading experts, interactive questions, case studies, practice and graded quizzes. Designed as a logical follow on from the suite of ESSEC IRENE online courses in negotiation, this course about mediation and conflict resolution teaches a whole set of additional skills and approaches. Developed by one of Europe’s leading institutes of research and education in negotiation and mediation, ESSEC IRENE, this course provides you with a meaningful and effective bouquet of practical cases, tools, approaches and skills to put your mediation into high-impact practice.