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Complex service delivery processes :

by Harvey, Jean, Edition statement:Second edition. Physical details: 1 online resource (464 pages) : illustrations ISBN:9780873898003 (e-book).
Subject(s): Service industries -- Management. | Organizational effectiveness. | Industrial efficiency. | Business planning. | Electronic books.
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Includes bibliographical references and index.

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.

Description based on print version record.

Electronic reproduction. Palo Alto, Calif. : ebrary, 2014. Available via World Wide Web. Access may be limited to ebrary affiliated libraries.

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