Beatriz Munoz-Seca – författare

Imparting experiences from the theatre world to show how to manage operations in the 21st century, this book provides the key ideas necessary to implement a new operational culture that will lead to excellence in service. This is a must read for executives who wish their operations to be effective and to find satisfaction in shared success.

Imparting experiences from the theatre world to show how to manage operations in the 21st century, this book provides the key ideas necessary to implement a new operational culture that will lead to excellence in service. This is a must read for executives who wish their operations to be effective and to find satisfaction in shared success.

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:Explore hidden capacityImplement new ideas by transforming pop-ups into prototypesDiscover knowledge pills to accelerate learningDevelop service modules and problem tracksPut 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 toget them right.

And the heart of efficiency in delivering services is people andtheir knowledge.As industrialization drives ever more standardized offerings and ever little human contact it is in those rare moments of human interaction where the greatest opportunity to add or destroy value lies.