Notable Publications

I provide here bibliographical information on any publications that I find of particular interest to service management practitioners.

Anderson, David J., 2010 KANBAN. Successful Evolutionary Change for Your Technology Business. Blue Hole Press. ISBN 978-0-9845214-0-1.
Bhattaram, Kiran, 2016 A Dark and Stormy Night: Operational Antipatterns. QCon San Francisco 2016.
Christensen, Clayton M., 2011 The Innovator’s Dilemma. Harper Business. ISBN 978-0-06-206024-2.
Cook, Richard I., 1998 How Complex Systems Fail. Cognitive technologies Laboratory, University of Chicago. Downloadable here
Davenport, Thomas H., 2005 Thinking for a Living. How to Get Better Performance and Results from Knowledge Workers. Harvard Business School Press. ISBN 1-59139-423-6. USD 27.50.
Goldratt, Eliyahu M. and Jeff Cox, 2004 The Goal. A Process of Ongoing Improvement, 3rd revised edition. North River Press. ISBN 0-88427-178-1.
Hubbard, Douglas W., 2010 How to Measure Anything. Finding the Value of “Intangibles” in Business, 2nd ed. John Wiley & Sons, Inc. ISBN 978-0-470-53939-2. USD 49.95.
Humble, Jez, 2010 Continuous Delivery and ITIL: Change Management, retrieved from here.
Humble, Jez and David Farley, 2011 Continuous Delivery. Pearson Education, Inc. ISBN 978-0-321-60191-9.
Kahneman, Daniel, 2011 Thinking, Fast and Slow. Macmillan. ISBN: 978-0-3742756-3-1, $30.00.
Kniberg, Henrik, 2014 Spotify Engineering Culture
Normann, Richard, 2001 Reframing Business. When the Map Changes the Landscape. John Wiley & Sons Ltd. ISBN: 0-471-48557-8.
Reichheld, Fred and Rob Markey, 2011 The Ultimate Question 2.0. Harvard Business Review Press. ISBN 978-1-4221-7335-0, $27.95.
Reinertsen, Donald G., 2009 The Principles of Product Development Flow. Second Generations Lean Product Development. Celeritas Publishing. ISBN 978-1-935401-00-1.
Seddon, John, 2005 Freedom from Command & Control. Rethinking Management for Lean Service. Productivity Press. ISBN 1-56327-327-6.
Senge, Peter M., 2006 The Fifth Discipline: The Art & Practice of The Learning Organisation, 2nd ed. Random House Business Books. ISBN 978-1-9052-1120-3.
Swenson, Keith D., Nathaniel Palmer, Bruce Silver, 2012 Taming the Unpredictable Real World Adaptive Case Management: Case Studies and Practical Guidance. Future Strategies, Inc. ISBN-13: 978-0-9819870-8-8, $49.95.
Swenson, Keith D., Nathaniel Palmer, Jacob P. Ukelson, 2010 Mastering the Unpredictable. How Adaptive Case Management Will Revolutionize the Way That Knowledge Workers Get Things Done. Meghan-Kiffer Press. ISBN 978-0-929652-12-2.


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