Improving service and profits should be the constant aim of the
operation side of any company. Beatriz Munoz-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.
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