Chapter 1

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Introduction

Why do organizations pursue process improvement? Sometimes the journey begins with a product issue in the field. Once the issue is resolved, the organization will investigate how to prevent similar issues in the future. Thus begins a process improvement effort. The journey may also be launched based on business issues and “burning platforms”: lost market share, lost contracts, or, on the positive side, new business opportunities. These motivations may be described as performance-driven improvement. In contrast, there is compliance-driven improvement, which is motivated by regulations and mandates. Maturity-model-based level ...

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