Review of Customer-Driven Operations Management: Aligning Business Processes and Quality Tools to Create Operational Effectiveness in Your Company (Hardcover)

This is a great framework and overview of the key components for implementing operational excellence, particulalrly in servce and knowledge worker sectors... whets your appetite for more detail with some gresat references.

I plan to use it as a core introductory text to our "Journey to Operational Excellence" program.



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