How to Get Things Right: A Guide to Finding and Fixing Service Delivery Problems

ISBN-13: 9783030140878 / Angielski / Twarda / 2019 / 188 str.

Beatriz Munoz-Seca

O autorze

Beatriz Muñoz-Seca is Professor in the Operations and Technology Management Department at the IESE Business School, where she has been researching and lecturing since 1990. Her career history spans forty years and ranges from running companies, before she went into teaching, and to advising them in different parts of the world. Beatriz teaches Operations Strategy at IESE and at various business schools in Latin America and Portugal. She has been an advisor to the European Commission, and has participated in and led numerous international and national projects in her field. She also works as a part-time consultant in operations strategy, service design, efficiency and innovation. Her latest book, which was published by Palgrave in 2017, is How to Make Things Happen: A blueprint for applying knowledge, solving problems and designing systems that deliver your service strategy.

Blurb

In How to Make Things Happen, we learnt that knowledge is the fundamental driver of service efficiency. In this new book, the author follows four very different companies in the finance, gas and tourism sectors as they implement the Service Problem Driven Management Model (SPDM) to improve their operations. With real examples and plenty of practical tips, anecdotes and actionable ideas for real life implementation, this book will teach you how to:

• Perform a capacity analysis
• Implement new ideas by transforming pop-ups into prototypes
• Discover knowledge pills to accelerate learning
• Develop service modules and problem tracks
• Put problem solving at the heart of excellent service delivery

Offering a rare insight into how to unblock service problems and the realistic challenges you will encounter along the way, this book shows you how to make things happen and more importantly, how to get them right.