How to Make Things Happen

CHAPTER 1  A SCENARIO AND THE FASCINATING WORLD OF OPERATIONS CHAPTER 2  BASIC IDEAS BEHIND SPDM: A UNIFYING MODEL FOR 21ST CENTURY OPERATIONS CHAPTER 3 THE MISSION, ESSENCE AND FLAME RED CHAPTER 4 YOU HAVE TO WALK THE STREETS, CONTROL DOES NOT ADD VALUE CHAPTER 5 COST-CUTTING DOES NOT LEAD TO EFFICIENCY, BUT EFFICIENCY DOES LEAD TO COST-CUTTING CHAPTER 6 THE MAIN THING IS NOT KNOWING WHAT YOU KNOW, BUT KNOWING WHAT YOU DON'T CHAPTER 7 WE WORK WITH BRAINPOWER, NOT MANPOWER CHAPTER 8 INDUSTRIALIZATION OF SERVICE IN ORDER TO UNLOCK BRAINPOWER CAPACITY CHAPTER 9 CONVERTING BLOCKING FACTORS INTO VALUE-ADDING ELEMENTS: DO REDESIGN THE SERVICE CHAPTER 10 MAKING IDEAS HAPPEN CHAPTER 11 ONE THOUSAND $1,000 IMPROVEMENTS CHAPTER 12 QUALITY IS A CHORUS GIRL CAST AS PRIMA DONNA CHAPTER 13 HAVE YOU LOOKED TO SEE WHAT IS IN YOUR REFRIGERATOR YET? CHAPTER 14 EVERYBODY HAPPY?  HAPPY PEOPLE ARE MORE PRODUCTIVE CHAPTER 15 THE HALLMARK OF MEDIOCRE MANAGERS IS HIRING PEOPLE WORSE THAN THEY ARE CHAPTER 16 ASKING THE RIGHT QUESTION AT THE RIGHT TIME, ASKING FOR RELEVANT INFORMATION: SPDM EXPRESS  EPILOGUE THE  MANUALA.    WHAT DO I WANT?B.    HOW DO I MAKE THEM DO IT?C.    HOW DO I BECOME MORE EFFICIENT? D.    WHAT DO I KNOW, WHAT DON'T I KNOW AND WHAT MUST I KNOW?E.    CAN I THINK OF A DIFFERENT SERVICE DESIGN?F.     HOW DOES MY STAFF LEARN AND HOW DO I APPLY THAT TO PROBLEM-SOLVING?G.    HAVE I MISSED SOMETHING TO SUCCEED IN IMPLEMENTING? SPDM GLOSSARY BIBLIOGRAPHY 

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.