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Complex service delivery processes : strategy to operations

Author: Jean Harvey
Publisher: Milwaukee, Wis. : ASQ Quality Press, 2010.
Edition/Format:   Print book : English : 2nd edView all editions and formats
Database:WorldCat
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Document Type: Book
All Authors / Contributors: Jean Harvey
ISBN: 9780873898003 0873898001
OCLC Number: 668193547
Description: xxxi, 428 pages : illustrations ; 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.
Responsibility: Jean Harvey.

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