Professional service firms differ from other business enterprises in two distinct ways: first
they provide highly customised services thus cannot apply many of the management principles
developed for product-based industries. Second professional services are highly personalised
involving the skills of individuals. Such firms must therefore compete not only for clients but
also for talented professionals. Drawing on more than ten years of research and consulting to
these unique and creative companies David Maister explores issues ranging from marketing and
business development to multinational strategies human resources policies to profit
improvement strategic planning to effective leadership. While these issues can be complex
Maister simplifies them by recognising that 'every professional service firm in the world
regardless of size specific profession or country of operation has the same mission
statement: outstanding service to clients satisfying careers for its people and financial
success for its owners.'
