Muñoz-Seca, Beatriz

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  A guide to achieving excellence in service delivery

Muñoz-Seca, Beatriz With real-life examples and plenty of practical tips, the book How to Get Things Right will show you how to implement the Service Problem Driven Management (SPDM) model to improve your company's service delivery. Read article

  How to Get Your Employees to Provide Solutions, Not Problems

Muñoz-Seca, Beatriz "Ask the right question at the right time, and ask for relevant information." That is the "express" summary of the approach to service operations offered by professor Beatriz Muñoz-Seca in her 2017 book How to Make Things Happen. Read article

  Corporate Collaboration, Training and R&D: 3 Keys for Reindustrialization

Blázquez, María Luisa; Muñoz-Seca, Beatriz; Briones, Gorka K.; Flórez, Héctor European industry needs to be revitalized to promote growth and competitiveness. But how? In Spain, reindustrialization can be spurred by promoting clusters, professional training and more efficient R&D, according to a study by Deloitte, IESE and APD. What's more, strategic industries and value-chain segments should be prioritized. Read article

  Say Goodbye to Just-in-Time, Lean and Agile Management Models

Muñoz-Seca, Beatriz Many cultural institutions ought to streamline their operations to increase efficiency. But what's the best way to go about it? Using Spain's National Institute of Performing Arts and Music as a case in point, IESE's Beatriz Muñoz-Seca presents an innovative model for service companies looking to optimize operations. Read article

  Revolutionize Your Business, the Japanese Way

Arenas, Rocio; Muñoz-Seca, Beatriz Japanese-honed techniques, such as 5S, hoshin kanri, taguchi, jidoka and takt time, are behind such manufacturing approaches as just in time and lean manufacturing. A technical note by IESE's Rocio Arenas and Beatriz Muñoz-Seca analyzes these five Japanese methods, which they say could be implemented in services. Read article

  What Ever Happened to Quality?

Muñoz-Seca, Beatriz "Quality is dead. Long live quality." So says IESE Prof. Beatriz Muñoz-Seca, arguing that the time has come to strip "quality" of the fanfare surrounding it, and make way for a new understanding that includes constant improvement and the achievement of sustainable productivity. Read article

  Ideas for Measuring Service in the Cultural Sector

Muñoz-Seca, Beatriz; Llerena, Susana Arts and cultural institutions need to find new audiences, meet changing demands and consider their business models afresh. And this they must do while competing for ever scarcer public funds. To help improve both cultural offerings and bottom-line performance within the sector, IESE's Beatriz Muñoz-Seca and Susana Llerena propose the introduction of service performance indicators. Read article

  A Service Model for Cultural Excellence Premium

Muñoz-Seca, Beatriz IESE's Beatriz Muñoz-Seca proposes the Service Activity Sequence -- an operational framework for arts and cultural institutions to create richer customer service experiences. Using examples drawn from arts and cultural institutions around the world, she urges everyone to try new approaches, before today's changing social and economic factors dictate the decline of our shared cultural patrimony. Read article

  The Art of Making Culture Profitable

Muñoz-Seca, Beatriz; Riverola, Josep As governments slash public spending, cultural institutions are being forced to rethink their business models. A new book by IESE professors Beatriz Muñoz-Seca and Josep Riverola analyzes how modern cultural institutions are managed, and proposes innovative strategies for streamlining operations and attracting a new generation of supporters. Read article

  In Operations, Talent Should Take Center Stage

Muñoz-Seca, Beatriz; Riverola, Josep IESE's Beatriz Muñoz-Seca and Josep Riverola shine the spotlight on Madrid's Royal Theater company to argue that, in the 21st century, "brainpower" has replaced "manpower" as the star of the show, and thus a new approach is needed for managing a company's operations, one that factors in talent. They take us behind the scenes of a new operations management model based on the "golden triad" of efficiency, attractiveness and unity. Read article
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