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Complex Service Delivery
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These videos support the content in the book Complex Service Delivery Processes, Third Edition by Jean Harvey. As readers try to understand and experiment with the material, they are invited at various points to view video clips that will clarify, complement, illustrate, or go further than what is in the book.
Readers are encouraged to share the videos with colleagues. Feedback, critique, and suggestions are encouraged. Click here to contact the author.
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Complex Service Delivery Processes Fourth Edition
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Complex Service Delivery
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Chapter 1: Toward Value and Strategic Advantage through Rigorous Execution
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Chapter 10: Doing Things Right the First Time: Designing a Process That Works
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Chapter 11: The Approaches to and Practice of Continuous Improvement
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Chapter 12: Personal Processes: Wellness and the One-Person Business
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Chapter 2: The Nature of Value
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Chapter 3: The Nature of Processes
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Chapter 4: Think Globally, Act Locally
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Chapter 5: Professional Service Delivery Processes
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Chapter 6: Managing a Process
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Chapter 7: Connecting Value to Processes: The Techniques
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Chapter 8: The Learning Cycle and the Kaizen Event
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Chapter 9: Doing Things Better: Improving an Existing Process
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