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    1. Challenges of the 21st Century: Natural Disasters

      Done, Adrian A.; Liao, Ching T.
      Technical Note PN-480-E
      Innovation and Change, Service and Operations Management, Strategy
      Natural disasters are global phenomena, with huge economic, social and personal impacts, and tangled with other 'big picture' issues. They often cause serious economic loss. The following graph presented by The Economist shows their destructive power. The huge economic damages sometimes trigger regional or global economic crises due to supply chain and international trade disruption. Disasters also displace and kill people and also change the way...

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    2. An Introduction to Setting up Service Performance Indicators in the Cultural Sector

      Muñoz-Seca, Beatriz; Llerena, Susana
      Technical Note PN-483-E
      Service and Operations Management
      This technical note intends to provide an introduction to service performance indicators and their applicability to the cultural sector, especially the performing and visual arts. We start by analyzing the problems inherent to design of performance indicators both in services and in the cultural world. We then proceed to present ideas for the design of general indicators for services and cultural institutions. Finally, we introduce concepts to s...

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    3. Fundamentos y claves de la gestión de stocks

      Lago, Alejandro; Moscoso, Philip; Sachon, Marc
      Technical Note PN-484
      Service and Operations Management, Servicios y Operaciones
      En la presente nota técnica abordamos el análisis y la gestión de los stocks en un sistema de operaciones. Concretamente, el documento describe las funciones que cumple el stock y sus costes, así como las variables y factores que determinan, principalmente, el nivel de stocks y sobre cuáles debe actuarse para mejorar la gestión de inventarios. Todo ello permitirá evaluar si se está aplicando una lógica de inventarios adecuada en una empresa deter...

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    4. The Fundamentals and Key Concepts of Inventory Management

      Lago, Alejandro; Moscoso, Philip; Sachon, Marc
      Technical Note PN-484-E
      Service and Operations Management, Servicios y Operaciones
      In this technical note, we address the analysis and management of stocks in an operations system. The document specifically describes the functions of stocks and their costs, in addition to the variables and factors that largely determine stock levels and the action that should be taken to improve inventory management. This will enable us to identify the potential for improvement and assess whether the most appropriate inventory logic is being ap...

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    5. Métodos de optimización japoneses

      Arenas, Rocio; Muñoz-Seca, Beatriz
      Technical Note PN-490
      Service and Operations Management
      En esta nota técnica presentamos una serie de herramientas de la industria de la fabricación japonesa. Tras examinar la literatura existente, hemos seleccionado cinco métodos específicos: 5S, Hoshin Kanri, Taguchi, Jidoka y Takt Time. Aunque han sido diseñadas para su aplicación en la industria de la fabricación, sería posible analizar su implantación en otros ámbitos. Su aplicación en el sector terciario, por ejemplo, podría dar lugar a nuevas ...

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    6. La mejora del servicio: mil mejoras de mil

      Muñoz-Seca, Beatriz
      Technical Note PN-494
      Innovation and Change, Service and Operations Management
      Implantar un enfoque de "mil mejoras de mil" requiere tres condiciones indispensables: deseo, oportunidad y método. Deseo resumido en saber cuál es el objetivo "egoísta" que se persigue. Oportunidad entendida como el espacio físico o mental que se necesita para poder hacer emerger la idea y proponerla. Método visto como apoyo estructural que ayude a pensar e idear la mejora. Sin estas tres condiciones, no podremos lograr las "mil mejoras de mil" ...

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    7. Un modelo para configurar las Operaciones en empresas de servicios

      Muñoz-Seca, Beatriz
      Technical Note PN-495
      Service and Operations Management
      Esta nota presenta el modelo SPDM (Service Problem Driven Management) para la configuración global de las Operaciones de empresas de servicio. El SPDM es un enfoque integrador que ayuda al directivo a clasificar y ordenar las actuaciones necesarias para poder obtener unas Operaciones que trasladen fehacientemente la estrategia de la compañía. El SPDM cuenta como elemento diferencial con el uso del conocimiento y lo integra en el esquema completo ...

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    8. A Model for Configuring Operations in Service Companies

      Muñoz-Seca, Beatriz
      Technical Note PN-495-E
      Service and Operations Management
      This note presents the Service Problem Driven Management (SPDM) model for the overall configuration of operations in service companies. SPDM is an integrative approach that helps managers classify and order the measures that need to be taken to ensure that operations are fully in line with company strategy. A distinguishing feature of SPDM is the use of knowledge, which is integrated in the overall operations scheme. SPDM encompasses measures tak...

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    9. Procurement and Outsourcing

      Moscoso, Philip; Lago, Alejandro
      Technical Note PN-499-E
      Service and Operations Management, Strategy
      Every firm at some point is faced with a fundamental question: What resources and which activities in the value chain should be supplied in-house? In short, it is the well-known dilemma of "make or buy." This note presents managers with a summary of the keys and opportunities of outsourcing and procurement in order to help them transform these activities into sources of competitive advantage for their companies.

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    10. Industrializar el servicio para liberar capacidad del cerebro de obra

      Muñoz-Seca, Beatriz
      Technical Note PN-501
      Service and Operations Management
      Industrializar el servicio en el siglo XXI debe concentrarse, por una parte, en lo de siempre: estandarizar e introducir tecnología para la simplificación, desgajando de la experiencia del servicio las tareas repetitivas, para darle una configuración de eficiencia operativa; por otra, en difundir el proceso y las soluciones de problemas ya resueltos (estructurados), pero que no han sido encapsulados en procesos. Para facilitar esta tarea, propone...

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