Imparting experiences from the theater 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.
Author(s): Beatriz Munoz-Seca, Josep Riverola
Year: 2009
Language: English
Pages: 320
Contents......Page 6
Preface......Page 8
Overview......Page 12
I. The Need for a New Operational Culture......Page 14
II. The Teatro Real de Madrid......Page 22
Part I: Efficiency......Page 36
III. The Mission of the Teatro Real......Page 38
IV. The Mission's Concepts......Page 43
V. The Protagonists......Page 50
VI. Understanding Our Protagonists......Page 65
VII. The Operational Dream and a Five-Star Service......Page 75
VIII. Achieving a Five-Star Service......Page 82
IX. Operations......Page 89
X. The Nature and Structure of Operations......Page 105
XI. Operations Management and Translation......Page 117
XII. Characteristics of Operations Management......Page 128
Part II: Attractiveness......Page 134
XIII. The Innovation Process......Page 136
XIV. Implementing Innovation......Page 149
XV. Rehearsal and Training......Page 159
XVI. The RT Concept......Page 166
XVII. The Creative Process: The Opera Don Giovanni......Page 175
XVIII. Basic Concepts of the Creative Process......Page 186
Part III: Unity......Page 198
XIX. Relevance and Operational Culture......Page 200
XX. Talent Management and Operational Culture......Page 213
XXI. The Management Style of Teatro Real's Operations Director......Page 227
XXII. Management Style......Page 238
XXIII. The 'Icosalogue'......Page 248
Epilogue......Page 270
C......Page 276
G......Page 278
M......Page 279
P......Page 280
S......Page 281
W......Page 282
Z......Page 283
