Contents -- Major Abbreviations -- Preface -- 1 Toward Value and Strategic Advantage through Rigorous Execution -- 2 The Nature of Value -- 3 The Nature of Processes -- 4 Professional Service Delivery Processes -- 5 Think Globally, Act Locally -- 6 Connecting Value to Processes: the Techniques -- 7 Scoping a Process for Improvement or Design1 -- 8 Managing a Process -- 9 The Learning Cycle1 -- 10 Doing Things Better: Improving an Existing Process -- 11 Doing Things Right the First Time: Designing a Process That Works -- 12 The Learning Organization -- Bibliography -- Index.