Video00:17:36 Aug 20, 2021The power of complex services: foster, use, and abuse: Part 2 - On diagnosis, leadership, operational focus, and the power of a good metric
Video00:14:32 Aug 20, 2021The power of complex services: foster, use, and abuse: Part 1 - Balancing creativity, judgment, and discipline
Video00:30:41 Aug 20, 2021An introduction to complex service delivery processes - The airport experience