High-performance process improvement takes process improvement to the next ambition level. The kernel of the substance is a generic process improvement process

You have the vision. Now you have the means to achieve it. Written by two experts from the University of Michigan Business School, this book outlines a proven f

This new edition of this bestselling guide offers an integrated approach to process improvement that delivers quick and substantial results in quality and produ

Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Impr

Why is it that some improvement efforts succeed while others fail despite robust change management programs and the often do-or-die pressure to improve? Quite s