Service and Operations Management

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  The Four-leaf Clover: Four Pillars for Public Sector Efficiency

Pin Arboledas, José Ramón To what extent should the public sector follow a private sector management model? Could improving public administration increase the wellbeing of the general population? IESE's José Ramón Pin responds to these questions in a book proposing a model based on four pillars for improving public sector efficiency. Read article

  Mobile Payments: A Framework for Success Premium

Calvo, Eduard There is a lot more to mobile payments than merely substituting a phone for a card when performing a financial transaction. Managers need to think less about the technology, and more about how the new functionalities of m-payments can enable superior value propositions for their customers. This article reveals how. Read article

  The Chinese Auto Industry at a Crossroads

Sachon, Marc; Ribera, Jaume; Zhang, Donald; Zhang, Yunyi; Castillo, Cristina China's auto production has grown exponentially in recent years, responding to a rapidly expanding domestic market. However, the "new normal" in economic growth is taking a toll. The complex industry may be able to shift gears successfully, with help from the Chinese government. Read article

  How to Get Your Employees to Provide Solutions, Not Problems

Muñoz-Seca, Beatriz "Ask the right question at the right time while requesting relevant information." That summarizes the approach offered by professor Beatriz Muñoz-Seca for improving an organization's operations and performance in her new practical book on how to make things happen in a company. Read article

  Keys to Improving the Management of a Chronic Disease

Mur, Javier; Cohen, Jordi Creating specialized units and addressing social and emotional needs: these are two keys to improving the treatment of patients suffering from inflammatory bowel disease. The KOAN Project offers some guidelines for developing a patient-focused model to manage the chronic condition, which affects some 150,000 people and costs 500 million euros a year in Spain alone. Read article

  Aernnova: Where in the World?

Calvo, Eduard; Orozco, Jesús Arturo; Estrada, Miguel In 2007, Spain's leading maker of aircraft structures, Aernnova, planned to internationalize its operations and become more cost competitive in the process. Where in the world should the company go? To China, where its clients were heading, or to Mexico, with its cultural similarities and other benefits? Eduardo Calvo, Jesús Arturo Orozco and Miguel Estrada analyze the dilemma. Read article

  The Nuts and Bolts of Fast Fashion

Caro, Felipe; Martínez de Albéniz, Víctor The secret to Zara's success? The fast-fashion business model is explained by two operations experts -- including its operational pillars and fundamental long-term concerns. And now that fast fashion has revolutionized the apparel industry, what is next? The professors look to music, movies, food and even consumer electronics. Read article

  Providing Health Care in 2030: A New Role for Public Hospitals

Ribera, Jaume; Antoja, Gabriel; Rosenmöller, Magda; Borrás, Pablo Looking ahead to 2030, how can hospitals deliver better care to more patients at a lower cost? A 2015 study by IESE and Accenture takes a close look at the new role that Europe's leading public hospitals will be playing in the future health care system, giving a voice to hospital managers and clinicians. Read article

  A Practical Guide to Optimize Your Business Operations

Moscoso, Philip; Lago, Alejandro Do your company's operations create a differential advantage? Could further improvements and innovations unlock your company's full potential, as seen in success stories like Zara, IKEA and Amazon? Philip Moscoso and Alejandro Lago believe so, and they explain how in their practical guide for executives on managing operations. Read article

  Clinical Management Units: How to Establish Tomorrow's Hospital Today

Ribera, Jaume; Mur J.; et al. To improve health care for patients, and help motivate the professionals administering it, it's time to move traditional hospital services to structures that are more autonomous, flexible and efficient. How to carry out this reform is explained in a practical guide for establishing clinical management units (CMUs). Read article
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