Improving service and profits should be the constant aim of the operation side of any company. Beatriz Muñoz-Seca and Josep Riverola uncover the role of knowledge and problem solving as the cornerstones of the improvement process. They present the logic of the situation and show practical ways to implement the approach. Managing the knowledge process and involving the whole company in problem solving are the keys to success. Also the book presents and develops the concept of Problem Driven Management (PDM) as a new approach to Operations.