Complex service delivery processes : strategy to operations

• Main Author: Harvey, Jean, 1950- (Author)
• Format: Electronic eBook
• Language: English
• Published: Milwaukee, Wisconsin : ASQ Quality Press, 2010.
• Edition: Second edition.
• Subjects: Service industries > Management.; Organizational effectiveness.; Industrial efficiency.; Business planning.; elektronické knihy; electronic books
• ISBN: 9780873898003; 0873898001; 9781621983101; 1621983102
• Physical Description: 1 online resource (464 pages) : illustrations

Table of Contents:

• Toward value and strategic advantage through rigorous execution
• The nature of value
• The nature of processes
• Think globally, act locally
• Professional service delivery processes
• Managing a process
• Connecting value to processes : the techniques
• The learning cycle and the kaizen event
• Doing things better : improving an existing process
• Doing things right the first time : designing a process that works
• The approaches to and practice of continuous improvement
• Personal processes : wellness and the one-person business.