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Title:
Complex service delivery processes : strategy to operations / Jean Harvey.
Call Number:
658 HAR 2010
Publication Date:
2010.
Edition:
2nd ed.
Publisher:
Milwaukee, Wis. : ASQ Quality Press, 2010.
Physical Description:
xxxi, 428 p. : ill. ; 26 cm.
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.
Bibliography Note:
Includes bibliographical references and index.
Horizon Bib Number:
1369270
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