Books by Beatriz Munoz-Seca

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.

Imparting experiences from the theatre world to show how to manage operations in the 21st century, this book provides the key ideas necessary to implement a new operational culture that will lead to excellence in service. This is a must read for executives who wish their operations to be effective and to find satisfaction in shared success.