دانلود کتاب Managing Professional Service Delivery: 9 Rules for Success

''A step-by-step guide, this book describes in detail how to achieve the internal discipline and control necessary to manage professional service engagements and long-terms success in the professional services industry. The authors draw on their many years of experience in the management field to layout procedures, tools, and techniques that address each step of the life cycle of an engagement - from definition of the services to be delivered, to evaluation of the results with the client. The book provides real life examples and case studies from a variety of professional services organizations''--''Preface: The 9 Rules for Success Our goal for this book is to help you understand engagement-tested methods for success at every step in delivering a professional service. Large professional service firms have the resources to develop practice guides for their staff members; however, sole proprietors and small to medium sized firms typically do not. We hope this book guides you - starting with the 9 Rules - through the maze of delivering your professional service. For those of you who are unable to exhibit internal discipline and control (see Rule 2, below), we provide the 9 Rules for Success up front, where you can find them easily. We also indicate in which chapter(s) each of the 9 Rules is discussed, should you wish to explore further. Following are the 9 Rules: 1. Clearly define your market niche (industry or industries, geographical coverage, client size, and list of services) to create a unique and powerful offering to potential clients. [Chapter 2] 2. Develop and implement a system and culture of internal discipline and control, to ensure consistency of service, efficiency of operation, and quality and reliability of deliverables. Then train, mentor, and monitor personnel regarding engagement management policies and procedures. [Chapter 3] 3. Establish and enforce engagement documentation standards, including those for proposals, progress reports, and deliverables. [Chapters 3, 4, 5, 7, and 8] 4. Practice what you preach regarding internal culture, policies, procedures, and standards. [Chapter 3] 5. Prepare complete and definitive service proposals, contracts, and engagement work plans that evaluate and accommodate engagement risks for both the provider and the client, so the client knows what can be expected in terms of scope, work plan,''-- Read more...