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How to Make Things Happen

A blueprint for applying knowledge, solving problems and designing systems that deliver your service strategy

Authors: Muñoz-Seca, Beatriz

  • Provides a framework to connect knowledge, brains and efficiency
  • Explores why many brilliant plans fail to deliver in practice
  • Explains how to take advantage of the efficiency that technology and algorithms offer
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eBook 20,22 €
price for Spain (gross)
  • ISBN 978-3-319-54786-2
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover 28,60 €
price for Spain (gross)
  • ISBN 978-3-319-54785-5
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
About this book

This book offers models and frameworks to analyze your service delivery systems as a whole. It presents the framework to solve customer problems by delivering the right knowledge at the right time to the right place and take advantage of the efficiency that technology and algorithms offer.

Why do so many brilliant plans fail to deliver in practice? Why can’t your employees just do what you want them to do? In most cases, because the operations eco-system in which those plans must be deployed fails to fully understand the problem that needs to be solved.

The fourth industrial revolution is seeing advances in Artificial Intelligence industrialize the service sector. But, despite the cost-cutting that these advances offer firms are still struggling to stay competitive. That is because they think that cost-cutting delivers increased efficiency whereas it is the other way around: increased efficiency cuts costs. And the heart of efficiency in delivering services is people and their 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. It is human brains and the knowledge they contain that are best suited to problem-solving and individualizing client solutions. The real competitive edge will become the ability to foresee and individualize problem-solving.

To do this, firms must start thinking of knowledge as inventory – who knows what, who needs to know what and where and when do they need to know it.

About the authors

Beatriz Muñoz-Seca is Professor in the Operations and Technology Management Department at IESE Business School, University of Navarra. She obtained her PhD at the University of Navarra and holds an MA in Education (Organizational Behavior) from Harvard University.

Dr. Muñoz-Seca worked for over 15 years in national and multinational companies, in both the private and public sectors, in Mexico, the United States, and Spain. She joined IESE in 1990. She teaches Operations Strategy at IESE and at various business schools in Latin America.
She has been an advisor to the European Commission, and has participated in and led numerous international and national projects in her field. She also works as a part-time consultant in operations strategy, service design, and innovation.

Table of contents (18 chapters)

  • A Scenario and the Fascinating World of Operations

    Muñoz-Seca, Beatriz

    Pages 1-10

    Preview Buy Chapter 30,19 €
  • Basic Ideas Behind SPDM: A Unifying Model for Twenty-First-Century Operations

    Muñoz-Seca, Beatriz

    Pages 11-19

    Preview Buy Chapter 30,19 €
  • The Promise, Essence and Flame Red

    Muñoz-Seca, Beatriz

    Pages 21-32

    Preview Buy Chapter 30,19 €
  • You Have to Walk the Streets, Control Does Not Add Value

    Muñoz-Seca, Beatriz

    Pages 33-49

    Preview Buy Chapter 30,19 €
  • Cost-Cutting Does Not Lead to Efficiency, but Efficiency Does Lead to Cost-Cutting

    Muñoz-Seca, Beatriz

    Pages 51-70

    Preview Buy Chapter 30,19 €

Buy this book

eBook 20,22 €
price for Spain (gross)
  • ISBN 978-3-319-54786-2
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover 28,60 €
price for Spain (gross)
  • ISBN 978-3-319-54785-5
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
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Bibliographic Information

Bibliographic Information
Book Title
How to Make Things Happen
Book Subtitle
A blueprint for applying knowledge, solving problems and designing systems that deliver your service strategy
Authors
Copyright
2017
Publisher
Palgrave Macmillan
Copyright Holder
The Editor(s) (if applicable) and The Author(s)
eBook ISBN
978-3-319-54786-2
DOI
10.1007/978-3-319-54786-2
Hardcover ISBN
978-3-319-54785-5
Edition Number
1
Number of Pages
XXIV, 367
Number of Illustrations and Tables
105 b/w illustrations
Topics