http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
Intro -- Table of Contents -- List of Figures and Tables -- List of Videos -- Major Abbreviations -- Foreword -- Preface to the Third Edition -- Preface to the First Edition -- Acknowledgments -- Part I -- Chapter 1: Toward Value and Strategic Advantage through Rigorous Execution -- Chapter 2: The Nature of Value -- Chapter 3: The Nature of Processes -- Chapter 4: Think Globally, Act Locally -- Chapter 5: Professional Service Delivery Processes -- Part II -- Chapter 6: Managing a Process -- Chapter 7: Connecting Value to Processes: The Techniques
Chapter 8: The Learning Cycle and the Kaizen Event -- Chapter 9: Doing Things Better: Improving an Existing Process -- Chapter 10: Doing Things Right the Fist Time: Designing a Process That Works -- Part III -- Chapter 11: The Approaches to and Practice of Continuous Improvement -- Chapter 12: Personal Processes: Wellness and the One-Person Business -- Appendix A: Preparing an ""I"" Chart -- Appendix B: Specifying the Effect of Each Offering on the Client: The Kano Model -- References -- Index
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Complex Service Delivery Processes : Strategy to Operations