This book focuses on complex services, that is, services sought because of a lack of knowledge or skills. Complex services fall into three categories: professional services, semi-professional services, and technical services. 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 want. Professionals, semi-professionals, and technical workers laboring in all spheres of human endeavor, from law to medicine, from accounting to engineering, who are involved or are interested in taking part in managing their businesses will find this book an invaluable tool in achieving success. New to this Second Edition is the reorganization of the content into three parts: Part 1 - the conceptual framework linking strategy and operations; Part 2 - methodologies and techniques to achieve operational excellence; and Part 3 - ingredients and recipes for corporate and personal change initiatives. The process selection methodology has also been simplified considerably. In addition, explanation of the learning cycle has doubled in size to include a detailed presentation of the nature of kaizen workshops and why they work, with a focus on managing the moments of truth for the team and the organization when this fundamental and powerful change vehicle is used.
Content:
Front Matter
• List of Figures and Tables
• Major Abbreviations
Prefaces
• Table of Contents
•Part I. The Conceptual Framework Linking Strategy and Operations
1. Toward Value and Strategic Advantage through Rigorous Execution
2. The Nature of Value
3. The Nature of Processes
4. Think Globally, Act Locally
5. Professional Service Delivery Processes
•Part II. Methodologies and Techniques to Achieve Operational Excellence
6. Managing a Process
7. Connecting Value to Processes: The Techniques
8. The Learning Cycle and the Kaizen Event
9. Doing Things Better: Improving an Existing Process
10. Doing Things Right the First Time: Designing a Process That Works
•Part III. Ingredients and Recipes for Corporate and Personal Change Initiatives
11. The Approaches to and Practice of Continuous Improvement
12. Personal Processes: Wellness and the One-Person Business
Appendices
• References
Index
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