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Welcome to the Complex Service Delivery Website (please watch the short welcome
video on the right).  This site is managed by  Dr. Jean Harvey, Professor of
operational excellence at ESG-UQAM, a Montreal-based public university
(http://www.esg.uqam.ca/en.htm) and aims at the general diffusion of knowledge
about operation excellence in complex services. They are services sought because
of a lack of knowledge or skills in a complex field such as law, engineering, or
medicine. The many organizations that provide services requiring a mixture of
professional and other services, such as hospitals, banks, insurance companies,
consultants of all kinds, governments, and educational institutions at all
levels, face particular challenges in aligning their actions with their
strategy. The material offered here can help these organizations in improving
this alignment.




NEWS

 * FORTHCOMING. MARCH 2019. CRAFTING SERVICE DELIVERY PROCESSES – THE ART AND
   SCIENCE
   
   November 26, 2018
   
   Quality Press, American Society for Quality, Milwaukee,  165 pp. The purpose
   e of this book is to introduce the reader to basic notions regarding
   services. It is written for people familiar with the...

 * PROJECT AND PROCESSES: A CONVENIENT BUT SIMPLISTIC DICHOTOMY
   
   November 26, 2018
   
   This paper explores commonalities and differences between projects and
   processes, and between project management and process management, with a view
   to challenging this dichotomic typology,...

 * NEW PUBLICATION, JOURNAL OF OPERATIONS MANAGEMENT 2016
   
   May 2, 2016
   
   Professional service supply chains From the sub-prime mortgage backed
   securities meltdown to the Mediator drug scandal, from the Enron-Anderson
   bankruptcy to getting the Kansas City Hyatt Regency...

Read all news »


ABOUT THE BOOK




COMPLEX SERVICE DELIVERY,
AMERICAN SOCIETY FOR QUALITY

Second Edition

Expert and professionals are some of the most rigorous and structured people in
our advanced economies. They are trained to understand the relationships in a
system of complex notions (such as the human body, the legal system, or the laws
of physics) and to use different techniques and procedures to intervene and
effect desirable changes for the benefit of a client. Yet, a single individual,
competent as he may be, cannot single-handedly bring about the solutions that
people and organizations need. For all their strengths, and probably because of
that training, professionals are staunch individualists and often do not
function well in teams, especially multidisciplinary ones. This situation is
largely attributable to their lack of understanding of how organizations work.
Ironically, they are unable to transfer the systems notions that have become
second nature to them in their discipline, to the discipline of management. This
web site is dedicated dedicated to such a transfer.

Read more »


OPERATIONAL EXCELLENCE IN COMPLEX SERVICE DELIVERY –
THE PRACTICAL COURSE



View all chapters »

This videos series (15 to 30 minute each) are meant to be a
user-friendly complement to the book. They are full of illustrations, examples,
and metaphors of all kinds meant to make to this potentially complex topic
accessible, interesting, and usable by business people with all types of
background. While the three-part series “Deploying complex services for maximum
value creation” is a good place to start, as it is a 60 minute overview of the
book, feel free to start on any topic that tickles you fancy or that addresses a
topic of immediate interest to you or your organization. “The power of complex
services: foster, use, and abuse” also provides an overview from a less
technical perspective, using a series of nine examples as connecting thread.

Feedback is welcome at
info@complexservicedelivery.com


PODCASTS



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If much of your time is spent travelling by car, aircraft, train, or even
horseback for that matter, you cannot read books or watch videoclips, but you
can listen to podcasts.  The following podcasts are meant for easy listening. 
Averaging about 15 minutes, they are full of stories and illustrations that
facilitate initial understanding of the underlying concepts.   This is not
enough to make you an expert, but it can give you a head start that will make
entice you to view the videos.  With this, you will be able to count yourself
among the initiated.  From there to reading the books and starting to experiment
on your own, there is but one small step, which I am sure you will take. 
Painlessly.