• Third edition

    December 1, 2015

    A third edition of the book is now available (ASQ Quality Press).  It has been updated to reflect the evolution of this emerging and fascinating fields.  A major change involves the direct link between the book and the video lessons.  Each video appearing on the website is referenced in the book and the reader is directed to view it at the appropriate point in his learning.

  • Companion website

    December 1, 2015

    All videos can be watched on a mobile friedly website, hosted by American Society for Quality: American Society for Quality - Mobile friendly

  • 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 walkway collapse, from child protection horror stories to finding relief for that recurring back-pain problem, complex chains of interfacing professionals are at work.  These chains evolve and adapt to subtle and brutal changes in their environment much as natural systems do (think of a virus adapting to a new vaccine).  They are complex adaptive systems capable of non-programmed, but non-random, responses to efforts aimed at bringing them under control, often making the latter counterproductive.