Beatriz Muñoz-Seca is Professor in the Operations and Technology Management Department at IESE Business School, University of Navarra. She obtained her PhD at the University of Navarra and holds an MA in Education (Organizational Behavior) from Harvard University.Dr. Muñoz-Seca worked for over 15 years in national and multinational companies, in both the private and public sectors, in Mexico, the United States, and Spain. She joined IESE in 1990. She teaches Operations Strategy at IESE and at various business schools in Latin America.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, and innovation.

• Chapter1 A scenario and the fascinating world of operations.- Chapter2 Basic ideas behind SPDM.- Chapter3 the mission, essence and flame red.- Chapter4 You have to walk the streets.- Chapter5 Cost-cutting does not lead to efficiency.- Chapter6 The main thing is not knowing what you know.- Chapter7 We work with brainpower, not manpower.- Chapter 8 Industrialization of service in order to unlock brainpower capacity.- Chapter9 Converting blocking factors into value-adding elements.- Chapter10 Making ideas happen.- Chapter11 One thousand $1,000 improvements.- Chapter12 Quality is a chorus girl cast as a prima donna.- Chapter13 Have you looked to see what is in your refrigerator yet.- Chapter14 Happy people are more productive.- Chapter15 The hallmark of mediocre managers is hiring people worse than they are.- Chapter16 Asking the right question at the right time.-

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