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Beyond the Lean Office by Kevin J. Duggan

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Preface

Operational Excellence. Corporate leaders embrace it for a competitive edge in today’s challenging global market. It is heralded as the antidote to slipping revenues. And industry titans like Toyota tout it as a business necessity (Liker 2004). But what exactly is it?

While more and more companies are aggressively pursuing Operational Excellence by employing Six Sigma, Lean, and other continuous improvement methods, the concept itself remains vague. It has yet to be practically defined in a way that can be taught and applied, especially to industries other than manufacturing. The result: companies comprising mostly offices and business processes, such as insurers, hospital administrative practices, financial companies, banks, and service ...

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