Making Process Improvement Work for Service Organizations: A Concise Action Guide

Preface

Who Should Read This Book

You are probably more than aware of the problems facing your service delivery organization. The list of problems usually starts with an overwhelming string of commitments and optimistic deadlines. To exacerbate the situation, other departments are feeding your group numerous time-consuming requests, many completely unrelated to your group’s main purpose. The sales group has committed you to a 30 percent increase in volume over the next 12 months without any mention of a resource increase, and top management has established year-end bonuses based on meeting these targets. Your staff members are working progressively longer hours, and new customers are anxiously waiting for your team to start working with them. ...