Improving service and profits should be the constant aim of the operation side of any company. Beatriz Munoz-Seca and Josep Riverola uncover the role of knowledge and problem solving as the cornerstones of the improvement process. They present the logic of the situation and show practical ways to implement the approach. Managing the knowledge process and involving the whole company in problem solving are the keys to success. Also the book presents and develops the concept of Problem Driven Management (PDM) as a new approach to Operations."

Imparting experiences from the theatre world to show how to manage operations in the 21st century, this book provides the key ideas necessary to implement a new operational culture that will lead to excellence in service. This is a must read for executives who wish their operations to be effective and to find satisfaction in shared success.

The cultural sector is gaining increasing importance in our economies, consistantly registering growth rates above averageGDP. This book presents insights on how cultural institutions can find new perspectives in their management and provides ideas to hasten culture's role as an economic developer."