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Business Process Improvement: The Breakthrough Strategy for Total Quality, Productivity, and Compe

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Why Focus on Business Processes? Setting the Stage for Business Process Improvement. Organizing for Process Improvement. Flowcharting: Drawing a Process Picture. Understanding the Process Characteristics. Streamlining the Process. Measurements, Feedback, and Action (Load, Aim, and Fire). Process Qualification. Benchmarking Process. The Beginning. Appendix: Interview Guidelines.

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