Beatriz
Muñoz-Seca

Emeritus Professor of Operations, Information and Technology

• Ph.D. in Philosophy and Education, University of Navarra
• Master of Education (M.Ed.) in Organizational Behavior, Harvard University
• Bachelor of Liberal Arts, University of Navarra

Beatriz Muñoz-Seca is an emeritus professor in the Operations, Information and Technology Department at IESE Business School, where she has been researching and lecturing since 1990. Her 40-year career has involved running companies, before she went into teaching, and advising them in different parts of the world.

Dr. Muñoz-Seca teaches operations strategy at IESE and at various business schools in Latin America and Portugal.

She has been an adviser to the European Commission and has participated in and led numerous international and national projects in her field. She also works as a part-time consultant in operations strategy, service design, and innovation.

Her latest books are “How to Make Things Happen: A Blueprint for Applying Knowledge, Solving Problems and Designing Systems That Deliver Your Service Strategy” (Palgrave, 2017), “How to Get Things Right: A Guide to Finding and Fixing Service Delivery Problems” (Palgrave, 2019), “Service Operational Canvas, the key to making money without compromising service excellence” (2021 ) and the Service Operational Canvas platform, soconline.eu.

Areas of interest.

• Service operations
• Operations strategy and implementation
• Knowledge stock identification and development for Service Problem Driven Management (SPDM)

Publications

Working Papers

MUÑOZ-SECA, B. (2011). A business model for cultural services: Joint design and production of a customer experience (DI-941-E). MUÑOZ-SECA, B. (2008). An approach to facilitate problem solving: Individualizing the problem proposition (DI-768-E). MUÑOZ-SECA, B., SILVA, C. (2003). Four dimensions to induce learning: The challenge profile (DI-520-E). MUÑOZ-SECA, B. (1998). Building and generating a creative and flexible work force: Key competencies (DI-359-E). MUÑOZ-SECA, B., RIVEROLA, J., SPRAGUE, L. G. (1997). A new way to define operations in the hotel industry (DI-340-E).

Articles in other publications

MUÑOZ-SECA, B. (2014). Crear desarrollo económico y social desde la cultura. el reto de una ciudad. Revista de Antiguos Alumnos (132), pp. 28 - 31. MUÑOZ-SECA, B. (2014). Harnessing Culture as the City's Economic and Social Motor. The Urban Challenge. Alumni Magazine (132), pp. 24 - 27. MUÑOZ-SECA, B. (2012). Un modelo de servicio para la excelencia cultural. El arte de crear experiencias. IESE Insight (12), pp. 50 - 57. MUÑOZ-SECA, B. (2012). A Service Model for Cultural Excellence. The Art of Customer Experiences. IESE Insight (12), pp. 50 - 57. HERZLINGER, R. E., MUÑOZ-SECA, B., DAGI, T. F., GRIFF, M. D. (2011). An Angel Investor with An Agenda. Harvard Business Review, 89 (3), pp. 121 - 125.

Books

MUÑOZ-SECA, B. (2021). El SOC. La llave para conseguir ganar dinero sin sacrificar la excelencia del servicio. SOC (Service and Operational Canvas). MUÑOZ-SECA, B. (2021). Service operational Canvas. The key to making money without compromising service excellence. SOC (Service and Operational Canvas). MUÑOZ-SECA, B. (2019). How to Get Things Right. A Guide to Finding and Fixing Service Delivery Problems. Basingstoke [England]: Palgrave Macmillan. MUÑOZ-SECA, B. (2018). ¡Consiguiendo realidades!. Madrid: Pearson. MUÑOZ-SECA, B. (2017). How to Make Things Happen. A blueprint for applying knowledge, solving problems and designing systems that deliver your service strategy. Basingstoke [England]: Palgrave Macmillan.

Edited books

MUÑOZ-SECA, B., RIVEROLA, J. (2011). When Business Meets Culture. Ideas and Experiences for Mutual Profit. Basingstoke [England]: Palgrave Macmillan.

Book Chapters

MARCO, E., MUÑOZ-SECA, B., RIVEROLA, J. (2011). Museo Nacional del Prado. In Beatriz Muñoz-Seca Fernández-Cuesta, Josep Riverola García (Eds.), When Business Meets Culture: Ideas and Experiences for Mutual Profit (pp. 49 - 62). Basingstoke [England]: Palgrave Macmillan. MUÑOZ-SECA, B. (2011). Reinventing operations. In Beatriz Muñoz-Seca Fernández-Cuesta, Josep Riverola García (Eds.), When Business Meets Culture: Ideas and Experiences for Mutual Profit (pp. 129 - 143). Basingstoke [England]: Palgrave Macmillan. MUÑOZ-SECA, B. (2011). Insights from the world of culture. In Beatriz Muñoz-Seca Fernández-Cuesta, Josep Riverola García (Eds.), When Business Meets Culture: Ideas and Experiences for Mutual Profit (pp. 260 - 272). Basingstoke [England]: Palgrave Macmillan. MUÑOZ-SECA, B., RIVEROLA, J. (2011). Introduction: A business point of view. In Beatriz Muñoz-Seca Fernández-Cuesta, Josep Riverola García (Eds.), When Business Meets Culture: Ideas and Experiences for Mutual Profit (pp. 1 - 9). Basingstoke [England]: Palgrave Macmillan. MUÑOZ-SECA, B., RIVEROLA, J. (2011). TATE: Reinventing operations to become a different type of company. In Beatriz Muñoz-Seca Fernández-Cuesta, Josep Riverola García (Eds.), When Business Meets Culture: Ideas and Experiences for Mutual Profit (pp. 113 - 128). Basingstoke [England]: Palgrave Macmillan.

Studies

BLÁZQUEZ, M. L., MUÑOZ-SECA, B., BRIONES, G. K., FLÓREZ, H., DELOITTE (2015). Propuestas para la reindustrialización en España.

Cases

MUÑOZ-SECA, B. (2020). Madrileña Red de Gas (B). Reinventar la empresa con el lema "Nuestro cliente no puede sufrir". IESE, P-1185. MUÑOZ-SECA, B. (2020). Madrileña Red de Gas (B). Reinventing the Company With the Motto "Our Customers Must Not Suffer". IESE, P-1185-E. MUNOZ-SECA, B. (2020). Madrileña Red de Gas (A). Reinventar la empresa con el lema "Nuestro cliente no puede sufrir". IESE, P-1184. MUNOZ-SECA, B. (2020). Madrileña Red de Gas (A). Reinventing the Company With the Motto "Our Customers Must Not Suffer". IESE, P-1184-E. MUÑOZ-SECA, B. (2018). AVE: ¿sostenibilidad en el servicio o reinventarse? IESE, P-1168.

Technical Notes

MUÑOZ-SECA, B. (2020). El SOC - Service Operational Canvas. Lienzo para construir una estructura operativa en servicios. IESE, PN-508. MUÑOZ-SECA, B. (2020). SOC - Service Operational Canvas. Canvas for Building a Service Operational Structure. IESE, PN-508-E. MUÑOZ-SECA, B. (2015). Industrializar el servicio para liberar capacidad del cerebro de obra. IESE, PN-501. MUÑOZ-SECA, B. (2015). Industrializing Service to Free Up Workforce Brain Power. IESE, PN-501-E. MUÑOZ-SECA, B. (2014). Un modelo para configurar las Operaciones en empresas de servicios. IESE, PN-495.