Reviews for Complex Service Delivery Processes : Strategy to Operations


Book News Reviews
Harvey (operations management, U. of Quebec-Montreal) describes how to improve a company's delivery of professional, quasi-professional, and technical services using a process view of organizations. He covers the conceptual framework linking strategy and operations, methodologies and techniques for achieving operational excellence, and ingredients and recipes for corporate and personal change initiatives. Among his topics are the nature of value, professional service delivery processes, the learning cycle and the kaizen event, designing a process that works right the first time, approaches to and the practice of continuous improvement, and wellness and the one-person business. No date is noted for the first edition; the second has been revised and reformatted. Annotation ©2011 Book News, Inc., Portland, OR (booknews.com)

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