國立虎尾科技大學 |

How to Get Things Right = A Guide to Finding and Fixing Service Delivery Problems /

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	How to Get Things Right/ by Beatriz Muñoz-Seca.
其他題名:	A Guide to Finding and Fixing Service Delivery Problems /
作者:	Muñoz-Seca, Beatriz.
面頁冊數:	XXIX, 188 p. 89 illus., 19 illus. in color.online resource. :
Contained By:	Springer Nature eBook
標題:	Business. -
電子資源:	https://doi.org/10.1007/978-3-030-14088-5
ISBN:	9783030140885

How to Get Things Right = A Guide to Finding and Fixing Service Delivery Problems /
Muñoz-Seca, Beatriz.

How to Get Things RightA Guide to Finding and Fixing Service Delivery Problems /[electronic resource] :by Beatriz Muñoz-Seca. - 1st ed. 2019. - XXIX, 188 p. 89 illus., 19 illus. in color.online resource. - IESE Business Collection. - IESE Business Collection.

1. The Operations Puzzle -- 2. No Hire, No Fire -- 3. Unlock Capacity to Tackle Higher Value-added Tasks -- 4. The Contribution Margin and Tribes -- 5. What Shall we Do with the Pop-ups: On-the-spot Innovations Can Create Unforseen Problems -- 6. The Five-star Constellation and Knowledge Pills -- 7. Problem-solving Tracks and Service Modules -- 8. Altogether Now: We Need Everybody's Effort Implementing the '9 Questions' Tool -- 9. Concluding Thoughts. .

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: Perform a capacity analysis Implement new ideas by transforming pop-ups into prototypes Discover knowledge pills to accelerate learning Develop service modules and problem tracks Put 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 to get them right. .

ISBN: 9783030140885

Standard No.: 10.1007/978-3-030-14088-5doiSubjects--Topical Terms:

558617
Business.

LC Class. No.: HF4999.2-6182

Dewey Class. No.: 650

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