Parutions des Auteurs UQAM

Complex Service Delivery Processes

Complex Service Delivery Processes

Strategy to Operations. Third Edition
Auteur :
Harvey, Jean
Éditeur : ASQ Quality Press

complex service delivery processes PETITA process is a system of activities (together with the associated resources) that takes an input and transforms it into an output of greater value for a customer. It is processes that create value.

The book focuses on complex services, that is, services sought because of a lack More...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.