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

• Main Author: Muñoz-Seca, Beatriz (Author, http://id.loc.gov/vocabulary/relators/aut)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: Cham : Springer International Publishing : Imprint: Palgrave Macmillan, 2019.
• Edition: 1st ed. 2019.
• Series: IESE Business Collection
• Subjects: Business.; Production management.; Service industries.; Management.; Industrial management.; Knowledge management.; Tourism.; Popular Science in Business and Management.; Operations Management.; Services.; Innovation/Technology Management.; Knowledge Management.; Tourism Management.

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 ope...

Table of Contents:

• 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. .