Abstract
Before moving on to address the problem of permanent improvement in all its complexity, we will use this chapter to present a simplified version. This should be seen as an intermediate step, more complicated than the project analysis of Chapter 3 but still easy to handle as a complete entity. In this instance, the MOTs are seen as problem generators, problems that must be solved by making maximum use of the knowledge available in the firm.
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© 2004 Beatriz Muñoz-Seca and Josep Riverola
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Muñoz-Seca, B., Riverola, J. (2004). Applying Knowledge to Improve the Moments of Truth. In: Problem-Driven Management. Palgrave Macmillan, London. https://doi.org/10.1057/9780230504509_9
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DOI: https://doi.org/10.1057/9780230504509_9
Publisher Name: Palgrave Macmillan, London
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