Muñoz-Seca / Riverola Problem Driven Management

Achieving Improvement in Operations through Knowledge Management
Erscheinungsjahr 2004
ISBN: 978-0-230-50450-9
Verlag: Palgrave Macmillan UK
Format: PDF
Kopierschutz: 1 - PDF Watermark

E-Book, Englisch, 383 Seiten, Web PDF

Reihe: Palgrave Business & Management Collection

Improving service and profits should be the constant aim of the operation side of any company. Beatriz Muñoz-Seca and Josep Riverola uncover the role of knowledge and problem solving as the cornerstones of the improvement process. They present the logic of the situation and show practical ways to implement the approach. Managing the knowledge process and involving the whole company in problem solving are the keys to success. Also the book presents and develops the concept of Problem Driven Management (PDM) as a new approach to Operations.

Zielgruppe

Research

Autoren/Hrsg.

Muñoz-Seca, B.

Riverola, J.

Inhaltsverzeichnis

PART I: BASIC PRINCIPLES Knowledge and Problem-solving The Properties of Knowledge within the Firm First Practical Implications: Project Management PART II: ON BETTER DOING The Beginning of Good Doing: The World of Operations The Basic Variables of Action in Operations (I) The Basic Variables of Action in Operations (II) Quality and Service PART III: ON GOOD THINKING The Knowledge Inventory Applying Knowledge to Improve the Moments of Truth Knowledge Generation Taking Knowledge to Service Excellence Training, Information and Participation Information Systems for Knowledge Management Final Synthesis: Designing a Permanent Improvement System Appendix: Some Basic Techniques

Über Autor(innen)

BEATRIZ MUÑOZ-SECA is Professor and Head of the Operations and Technology Department at IESE Business School, University of Navarra, Barcelona, Spain.

JOSEP RIVEROLA is Professor of Production, Technology and Operations Management at IESE Business School, University of Navarra, Barcelona, Spain.