New Operational Culture

BEATRIZ MUÑOZ-SECA Doctorate in Philosophy and Letter from the University of Navarra and Master in Education from Harvard University. With more than 18 years' experience in high-level positions, in national and international companies as well as in public administration, she has worked in the United States, Mexico and Spain. Professor Muñoz-Seca joined IESE in 2000, where she is Full Professor of Production, Technology and Operations Management.JOSEP RIVEROLA Doctorate in Industrial Engineering from the Polytechnic University of Catalunya and PhD in Operations Researchfrom Stanford University. In 1976, he was awarded the chair Organisation of Operational Research and Production at the Polytechnic University of Catalunya. Professor Riverola is currently Professor of Production, Technology and Operations Management and holds the Alcatel chair at IESE, where he also directs the Centre for Operational Excellence.

• Introduction A New Operational Culture The Teatro Real PART I: EFFICIENCY The Teatro Real's Mission The Mission's Concepts The Leading Characters Understanding Our Characters The Operational Dream and a 5-star Service Achieving a 5-star Service Operations The Structure of Operations Operations Management and Translation Profile of the Operations Manager PART II ATRACTIVENESS The Innovation Process Implementing Innovation Rehearsal and Training The RT Concept The Creative Process: The Opera Don Giovanni Basic Concepts of the Creative Process PART III: UNITY Relevance and Operational Culture Talent Management and Operational Culture The Management Style of the Teatro Real's Operations Management Management Style The Icosalogue Epilogue Conversations with Maestro López Cobos