《复杂服务过程管理》的第二部分“实现卓越运营的方法和技术手段”包含5个章节。其核心是介绍各类方法。本期摘编的内容主要来自第六章,从这部分内容中,我们可以清晰地看见,制造业常用的过程控制方法,在复杂服务中得以很好应用。 The second part of “Complicated Service Process Management”, “Methods and Techniques for Operational Excellence,” consists of five chapters. Its core is to introduce various methods. The contents of this issue are mainly from the sixth chapter, from this part, we can clearly see that the manufacturing process control methods commonly used in complex services can be well applied.