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Case Study
  • Service

Professional Leadership: Walking the Tight Rope

Publication:
Lean & Six Sigma Review
Date:
November 2021
Issue:
Volume 21 Issue 1
Pages:
pp. 16-19
Author(s):
Harvey, Jean

Abstract

Leaders must give customers what they need, not just what they ask for. This article was adapted from Complex Service Delivery Processes, fourth edition (Quality Press, 2021). The 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.

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