Category Books

Problem-Driven Management: Achieving Improvement in Operations through Knowledge Management »

Authors: Beatriz Munoz-Seca, Josep Riverola
ISBN-13: 9781403941374, ISBN-10: 1403941378
Format: Hardcover
Publisher: Palgrave Macmillan
Date Published: March 2005
Edition: (Non-applicable)

Author Biography: Beatriz Munoz-Seca

Beatriz Muñoz-Seca is Professor and Head of the Operations and Technology Department at IESE Business School and Josep Riverola is Professor of Production, Technology and Operations Management at IESE Business School, both at the University of Navarra, Barcelona..

Book Synopsis

Improving service and profits should be the constant aim of the operation side of any company. This book uncovers the role of knowledge and problem solving as the cornerstones of the improvement process. It presents the logic of the situation and shows 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.

1	Knowledge and problem solving	3
2	The properties of knowledge within the firm	24
3	First practical implications : project management	44
4	The beginning of good doing : the world of operations	67
5	The basic variables of action in operations (I)	97
6	The basic variables of action in operations (II)	132
7	Quality and service	156
8	The knowledge inventory	177
9	Applying knowledge to improve the moments of truth	199
10	Knowledge generation	226
11	Taking knowledge to service excellence	250
12	Training, information and participation	273
13	Information systems for knowledge management	295
14	Final synthesis : designing a PDM system	314
App	Some basic techniques	325