Managing the knowledge process and involving the whole company in problem solving are the keys to success. Also the book presents and develops the concept of Problem Driven Management (PDM) as a new approach to Operations.
BEATRIZ MUÑOZ-SECA is Professor and Head of the Operations and Technology Department at IESE Business School, University of Navarra, Barcelona, Spain.JOSEP RIVEROLA is Professor of Production, Technology and Operations Management at IESE Business School, University of Navarra, Barcelona, Spain.
Innehållsförteckning
PART I: BASIC PRINCIPLES Knowledge and Problem-solving The Properties of Knowledge within the Firm First Practical Implications: Project Management PART II: ON BETTER DOING The Beginning of Good Doing: The World of Operations The Basic Variables of Action in Operations (I) The Basic Variables of Action in Operations (II) Quality and Service PART III: ON GOOD THINKING The Knowledge Inventory Applying Knowledge to Improve the Moments of Truth Knowledge Generation Taking Knowledge to Service Excellence Training, Information and Participation Information Systems for Knowledge Management Final Synthesis: Designing a Permanent Improvement System Appendix: Some Basic Techniques
