The quest for value drives customer behavior in the services marketplace. This book focuses on complex service processes, and is written for professionals, quasi-professionals, and technical workers laboring in all spheres, from law to medicine, and accounting to engineering. It draws its theory and examples from these professional services and many more, with hands-on end-of-chapter exercises on all topics. A framework is presented for understanding how a set of shared fundamental beliefs drives the best-in-class professional service organizations in their learning, which is the source of sustained competitive advantage. Products and processes can be imitated or copied, but learning faster than your competition cannot. Processes create the benefits customers want by delivering the service, or by making this delivery possible in one way or another. The notions, methods, and tools presented in this book present readers with a perspective on their work they most likely never envisaged, and which will lead to a marked improvement in their effectiveness.
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लेखक के बारे में
Jean Harvey, Ph D 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.यह ईबुक खरीदें और 1 और मुफ़्त पाएं!
भाषा अंग्रेज़ी ● स्वरूप PDF ● पेज 369 ● ISBN 9780873891660 ● फाइल का आकार 5.5 MB ● प्रकाशक ASQ Quality Press ● प्रकाशित 2005 ● डाउनलोड करने योग्य 24 महीने ● मुद्रा EUR ● आईडी 8716663 ● कॉपी सुरक्षा Adobe DRM
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