EAN: 9783319854816

HOW TO MAKE THINGS HAPPEN - BEATRIZ MUÑOZ-SECA ...

This book offers models and frameworks to analyze your service delivery systems as a whole. It
presents the framework to solve customer problems by delivering the right knowledge at the
right time to the right place and take advantage of the efficiency that technology and
algorithms offer. Why do so many brilliant plans fail to deliver in practice? Why can't your
employees just do what you want them to do? In most cases  because the operations eco-system in
which those plans must be deployed fails to fully understand the problem that needs to be
solved. The fourth industrial revolution is seeing advances in Artificial Intelligence
industrialize the service sector. But  despite the cost-cutting that these advances offer firms
are still struggling to stay competitive. That is because they think that cost-cutting delivers
increased efficiency whereas it is the other way around: increased efficiency cuts costs. And
the heart of efficiency in delivering services is people and their knowledge. As
industrialization drives ever more standardized offerings and ever little human contact it is
in those rare moments of human interaction where the greatest opportunity to add or destroy
value lies. It is human brains and the knowledge they contain that are best suited to
problem-solving and individualizing client solutions. The real competitive edge will become the
ability to foresee and individualize problem-solving. To do this  firms must start thinking of
knowledge as inventory - who knows what  who needs to know what and where and when do they need
to know it.

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