How to Get Things Right

A Guide to Finding and Fixing Service Delivery Problems

  • Beatriz Muñoz-Seca

Part of the IESE Business Collection book series (IESEBC)

Table of contents

  1. Front Matter
    Pages i-xxix
  2. Beatriz Muñoz-Seca
    Pages 1-19
  3. Beatriz Muñoz-Seca
    Pages 63-85
  4. Beatriz Muñoz-Seca
    Pages 101-123
  5. Beatriz Muñoz-Seca
    Pages 125-145
  6. Beatriz Muñoz-Seca
    Pages 169-175
  7. Back Matter
    Pages 177-188

About this book


In How to Make Things Happen, we learnt that knowledge is the fundamental driver of service efficiency. In this new book, the author follows four very different companies in the finance, gas and tourism sectors as they implement the Service Problem Driven Management Model (SPDM) to improve their operations. With real examples and plenty of practical tips, anecdotes and actionable ideas for real life implementation, this book will teach you how to:

  • Perform a capacity analysis
  • Implement new ideas by transforming pop-ups into prototypes
  • Discover knowledge pills to accelerate learning
  • Develop service modules and problem tracks
  • Put problem solving at the heart of excellent service delivery

Offering a rare insight into how to unblock service problems and the realistic challenges you will encounter along the way, this book shows you how to make things happen and more importantly, how to get them right. 


Knowledge management Industrialization Service Sector Efficiency Problem solving

Authors and affiliations

  • Beatriz Muñoz-Seca
    • 1
  1. 1.IESE Business SchoolMadridSpain

Bibliographic information