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:
- Explore hidden capacity
- 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 toget them right.
Reihe
Auflage
Sprache
Verlagsort
Verlagsgruppe
Springer International Publishing
Zielgruppe
Illustrationen
19
70 s/w Abbildungen, 19 farbige Abbildungen
XXIX, 188 p. 89 illus., 19 illus. in color.
Maße
Höhe: 23.5 cm
Breite: 15.5 cm
Gewicht
ISBN-13
978-3-030-14087-8 (9783030140878)
DOI
10.1007/978-3-030-14088-5
Schweitzer Klassifikation
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.
1. The Operations Puzzle.- 2. No Hire, No Fire.- 3. Unlock Capacity to Tackle Higher Value-added Tasks.- 4. The Contribution Margin and Tribes.- 5. What Shall we Do with the Pop-ups: On-the-spot Innovations Can Create Unforseen Problems.- 6. The Five-star Constellation and Knowledge Pills.- 7. Problem-solving Tracks and Service Modules.- 8. Altogether Now: We Need Everybody's Effort Implementing the '9 Questions' Tool.- 9. Concluding Thoughts.
