Complex service delivery processes : Strategy to operations

A 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 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.