03796nam 22007815 450 991033781160332120240322023237.09783030140885303014088110.1007/978-3-030-14088-5(CKB)4100000008409602(MiAaPQ)EBC5788444(DE-He213)978-3-030-14088-5(PPN)242824773(Perlego)3493081(EXLCZ)99410000000840960220190611d2019 u| 0engurcnu||||||||txtrdacontentcrdamediacrrdacarrierHow to Get Things Right A Guide to Finding and Fixing Service Delivery Problems /by Beatriz Muñoz-Seca1st ed. 2019.Cham :Springer International Publishing :Imprint: Palgrave Macmillan,2019.1 online resource (205 pages) illustrationsIESE Business Collection,2947-77519783030140878 3030140873 Includes bibliographical references and index.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. .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 themright. .IESE Business Collection,2947-7751BusinessManagement scienceProduction managementService industriesTechnological innovationsKnowledge managementTourismManagementBusiness and ManagementOperations ManagementServicesInnovation and Technology ManagementKnowledge ManagementTourism ManagementBusiness.Management science.Production management.Service industries.Technological innovations.Knowledge management.Tourism.Management.Business and Management.Operations Management.Services.Innovation and Technology Management.Knowledge Management.Tourism Management.658658.4013Muñoz-Seca Beatrizauthttp://id.loc.gov/vocabulary/relators/aut976952BOOK9910337811603321How to Get Things Right2253259UNINA