LEADER 03796nam  22007815  450 
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005 20240322023237.0
010   $a9783030140885
010   $a3030140881
024 7 $a10.1007/978-3-030-14088-5
035   $a(CKB)4100000008409602
035   $a(MiAaPQ)EBC5788444
035   $a(DE-He213)978-3-030-14088-5
035   $a(PPN)242824773
035   $a(Perlego)3493081
035   $a(EXLCZ)994100000008409602
100   $a20190611d2019      u|         0
101 0 $aeng
135   $aurcnu||||||||
181   $ctxt$2rdacontent
182   $cc$2rdamedia
183   $acr$2rdacarrier
200 10$aHow to Get Things Right $eA Guide to Finding and Fixing Service Delivery Problems /$fby Beatriz Muņoz-Seca
205   $a1st ed. 2019.
210  1$aCham :$cSpringer International Publishing :$cImprint: Palgrave Macmillan,$d2019.
215   $a1 online resource (205 pages) $cillustrations
225 1 $aIESE Business Collection,$x2947-7751
311 08$a9783030140878 
311 08$a3030140873 
320   $aIncludes bibliographical references and index.
327   $a1. 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. .
330   $aIn How to Make Things Happen, we learnt that knowledge is the fundamental driver of service efficiency. In this new book, the author follows four very different companies in the finance, gas and tourism sectors as they implement the Service Problem Driven Management Model (SPDM) to improve their operations. With real examples and plenty of practical tips, anecdotes and actionable ideas for real life implementation, this book will teach you how to: Perform a capacity analysis Implement new ideas by transforming pop-ups into prototypes Discover knowledge pills to accelerate learning Develop service modules and problem tracks Put problem solving at the heart of excellent service delivery Offering a rare insight into how to unblock service problems and the realistic challenges you will encounter along the way, this book shows you how to make things happen and more importantly, how to get themright. .
410  0$aIESE Business Collection,$x2947-7751
606   $aBusiness
606   $aManagement science
606   $aProduction management
606   $aService industries
606   $aTechnological innovations
606   $aKnowledge management
606   $aTourism
606   $aManagement
606   $aBusiness and Management
606   $aOperations Management
606   $aServices
606   $aInnovation and Technology Management
606   $aKnowledge Management
606   $aTourism Management
615  0$aBusiness.
615  0$aManagement science.
615  0$aProduction management.
615  0$aService industries.
615  0$aTechnological innovations.
615  0$aKnowledge management.
615  0$aTourism.
615  0$aManagement.
615 14$aBusiness and Management.
615 24$aOperations Management.
615 24$aServices.
615 24$aInnovation and Technology Management.
615 24$aKnowledge Management.
615 24$aTourism Management.
676   $a658
676   $a658.4013
700   $aMuņoz-Seca$b Beatriz$4aut$4http://id.loc.gov/vocabulary/relators/aut$0976952
906   $aBOOK
912   $a9910337811603321
996   $aHow to Get Things Right$92253259
997   $aUNINA