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Managing Service Delivery Processes
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Managing Service Delivery Processes

Linking Strategy to Operations

Jean Harvey

PDF, 368 pages, Published 2005
ISBN: 978-0-87389-675-7
Item Number: E1265

Member Price: $5.00

List Price: $5.00
Looking to purchase for a course or large group?


  • Retail/Wholesale
  • Service
  • Process Management
  • Supplier Quality


The quest for value drives customer behavior in the services marketplace. This book focuses on complex service processes, and is written for professionals, quasi-professionals, and technical workers laboring in all spheres, from law to medicine, and accounting to engineering. It draws its theory and examples from these professional services and many more, with hands-on end-of-chapter exercises on all topics. A framework is presented for understanding how a set of shared fundamental beliefs drives the best-in-class professional service organizations in their learning, which is the source of sustained competitive advantage. Products and processes can be imitated or copied, but learning faster than your competition cannot.

Processes create the benefits customers want by delivering the service, or by making this delivery possible in one way or another. The notions, methods, and tools presented in this book present readers with a perspective on their work they most likely never envisaged, and which will lead to a marked improvement in their effectiveness.