About the Author
Jean Harvey is currently professor of operations management at the University of Quebec in Montreal (ESG-UQAM), where he was recently awarded the "high-performance prize" (2004-2005) by the alumni association of the business school. He also regularly acts as a consultant to organizations of all sizes, and is involved in executive education in 12 countries on three continents. He is a lifetime member of the Production and Operations Management Society. He holds an MBA from Hautes études Commerciales and a PhD from Western Ontario, both in business. Harvey previously authored La Gestion de Services (The Management of Services), which won a PricewaterhouseCoopers Award for best business book in French in 2000.