How to Get Things Right

Beatriz Muñoz-Seca is Professor in the Operations and Technology Management Department at the IESE Business School, where she has been researching and lecturing since 1990. Her career history spans forty years and ranges from running companies, before she went into teaching, and to advising them in different parts of the world. Beatriz teaches Operations Strategy at IESE and at various business schools in Latin America and Portugal. 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, efficiency and innovation. Her latest book, which was published by Palgrave in 2017, is How to Make Things Happen: A blueprint for applying knowledge, solving problems and designing systems that deliver your service strategy.

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.