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Complex Service Delivery Processes, Fourth Edition
Complex Service Delivery Processes, Fourth Edition

Complex Service Delivery Processes, Fourth Edition

Strategy to Operations

Jean Harvey

Hardcover, 480 pages, Published 2021
Dimensions: 7 x 10 inches
ISBN: 978-1-63694-005-2
Item Number: H1588

Member Price: $56.00

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


Different types of organizations provide services that require multiple, complex services to produce results. Oftentimes, those complex services morph into a maze of system processes that crisscross, impeding the smooth operation of processes and value creation. So how can you manage multiple services efficiently and effectively? This book outlines the strategy and execution needed to meet your goals. Numerous examples, exercises, and tools are included to help explain and clarify.

The revised fourth edition includes a new focus on the impact of artificial intelligence in complex services, as well as links to video clips and podcasts. Professionals, semi-professionals, and technical workers in all areas, from law to medicine, accounting to engineering, social work to architecture, will find this book an invaluable tool in achieving success.

Jean Harvey, PhD is a professor of operations management at the University of Quebec in Montreal (ESG-UQAM). He has won numerous international awards for his publications and innovative approaches to executive training, including the Shanghai Magnolia quality award. He is a lifetime member of the Production and Operations Management Society and Co-chairperson of the RBC Chair in financial services management.