The Business901 Podcast featured John Arthur Ricketts, a distinguished engineer at IBM Corporate Headquarters. As a consulting partner and technical executive, he has dealt with many services management issues, including those faced by clients in their own services businesses. His work in applied analytics led him to become a focal point on Theory of Constraints (TOC), and then to delve deeply into its potential for services management. 
John is very informative with a practical approach to applying TOC to services. I believe anyone involved in continuous improvement field will benefit from this podcast.
John is also a practitioner and innovator in the field of Theory of Constraints. His book, Reaching The Goal: How Managers Improve a Services Business Using Goldratt's Theory of Constraints
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Just a quick note Joe to say thanks for posting your discussions - like this one. As a TOC student from the professional service industry I found John R’s book to be excellent, summarising TOC for goods before developing the services variants. It was good to hear him talk about the application of TOC in this field.