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The Service Activity Sequence (SAS)
Munoz-Seca, BeatrizNota técnica PN-481-EServicios y operacionesThe SAS describes the activities to transform an idea to a service delivery reality that is in constant change. It acknowledges a service as an unfinished proposal that needs constant tuning. The SAS has to be configured to pursue the company¿s strategic proposal. It will respond to the strategy by generating a materialized service that provides reality to the strategic intent. But, an ¿alive¿ service that is in constant movement. The SAS has eig...Desde 8,20 €
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AVE: Sustainable Service or Self-reinvention
Munoz-Seca, BeatrizCaso P-1168-EServicios y operacionesThis case discusses the actions taken by the Renfe High-Speed Business Unit from when it was created until it won the European Quality Prize. The Business Unit is now facing new challenges in a deregulated environment and with expanded services. This publication is based on the case AVE and the Quest for Outstanding Service by the same authorDesde 8,20 €
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Service Improvement: A Thousand Small Improvements
Munoz-Seca, BeatrizNota técnica PN-494-EInnovación y cambio, Servicios y operacionesImplementing a "thousand small improvements" approach depends on three essential factors: desire, opportunity and method. Desire involves identifying what self-interested objective is being pursued. Opportunity refers to the physical and mental space needed for an idea to emerge and be put forward. Method is the structural support that helps people think about and come up with improvements. Without these three elements, it will be impossible to a...Desde 8,20 €
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Overview of Service Design in the Performing Arts
Munoz-Seca, Beatriz; Rodriguez, MartaNota técnica PN-479-EServicios y operacionesThis technical note intends to provide an overview of the existing studies on service design in the performing arts, which are mainly focused on the world of theater, as well as some practical cases to find out what issues should be approached or examined more deeply in further research.Desde 8,20 €
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Basic Tools for the implementation of the Basic Control Cycle (BCC)
Marhuenda M. J.; Munoz-Seca, BeatrizNota técnica PN-351-EServicios y operacionesDesde 8,20 €
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A Model for Configuring Operations in Service Companies
Munoz-Seca, BeatrizNota técnica PN-495-EServicios y operacionesThis note presents the Service Problem Driven Management (SPDM) model for the overall configuration of operations in service companies. SPDM is an integrative approach that helps managers classify and order the measures that need to be taken to ensure that operations are fully in line with company strategy. A distinguishing feature of SPDM is the use of knowledge, which is integrated in the overall operations scheme. SPDM encompasses measures tak...Desde 8,20 €
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TATE: Reinventing Operations to Become a Different Type of Company
Munoz-Seca, Beatriz; Riverola, JosepCaso P-1093-EServicios y operacionesThis case describes the current structure of operations of Tate. The challenge is to bring Tate to a new 21st century model of operations. Julian Bird its COO reviews the changes he has implemented since his arrival in 2007 and the innovation Tate faces.Desde 8,20 €
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Industrializing Service to Free Up Workforce Brain Power
Munoz-Seca, BeatrizNota técnica PN-501-EServicios y operacionesIndustrializing service in the 21st century must concentrate, on the one hand, on the same issues as always: standardizing and introducing technology for simplification, and detaching repetitive jobs from the experience of the service in order to make it operationally efficient. On the other hand, it must focus on disseminating the process and the solutions to problems that have been solved (structured) already but that have not been encapsulated...Desde 8,20 €
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Competing through Operations: Implementing the New Operational Culture
Munoz-Seca, BeatrizNota técnica PN-456-EServicios y operacionesHow can we successfully implement a new operational culture? This is the great challenge facing executive management, and we must admit it isn't simple. A structured path for its application needs to be provided. We aren't offering a procedural manual. Sincerely, that would no doubt fall short. Our aim is to offer an implementation guide, so that each reader can adapt it to his or her particular needs and devise a specific implementation plan. It...Desde 8,20 €
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The Neonatal Service of the Hospital 12 de Octubre in Madrid
Munoz-Seca, BeatrizCaso P-1124-EServicios y operacionesThe case describes the service experience at the Neonatal Unit of the Hospital 12 de Octubre. It starts with a description of the activities of the Unit, and goes on to explain how the service is organized and how the use of a specific methodology assists in problem solving. The Unit is focused on understanding client needs that are not implicitly described and providing solutions and alternatives for demands that are not formally made.Desde 8,20 €