It sets out in plain language many of principles and practices around the internal workings of service organisations that design schools just don't teach you about. HR, operations, service marketing and the important differences between service business units and other business functions. Illustrated with lots of case studies and many useful diagrams, this is the best business book I've read in ages, and definitely the most directly useful to my practice — unlike many trendier pop business books, which tend to be more generally inspirational and have made their only real point by the end of the first chapter. Readable and relevant.