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Complex Service Delivery Processes, Third Edition
Complex Service Delivery Processes, Third Edition

Complex Service Delivery Processes, Third Edition

Strategy to Operations

Jean Harvey

Hardcover, 456 pages, Published 2015
Dimensions: 7 x 10
ISBN: 978-0-87389-916-1
Item Number: H1490

Member Price: $56.00

List Price: $80.00
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  • service
  • service delivery
  • service processes


This book focuses on complex services, that is, services embodying the knowledge and capabilities of professionals, sought because of the client’s lack of knowledge or skills in specialized fields. This book is also concerned with the many organizations, such as hospitals and banks, that provide services requiring a mixture of professional and other services to produce the results that customers or clients need.

Professionals, semi-professionals, and technical workers laboring in all spheres of human endeavor, from law to medicine, accounting to engineering, social work to architecture, who are involved or are interested in taking part in managing their businesses, small or large, will find this book an invaluable tool in achieving success.

This third edition comes with an augmented value proposition: as you read and try to understand and experiment with the material, you are invited at various points to view video clips, lasting between 15 and 25 minutes, that will clarify, complement, illustrate, or go further than what you are reading.

"This is a fantastic book and is highly recommended regarding complex service and quality management…Thanks, Professor Harvey, for sharing this great theory and practical approach to complex services."

  • from the Foreword by Tang XiaoFen
    President of the Shanghai Association for Quality