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Making Process Improvement Work for Service Organizations: A Concise Action Guide by Mary E. Sakry, Neil S. Potter

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2. Implementing the Plan

Proving that the true skeptics are indeed truly skeptical achieves nothing, except that you’ve dented your pick and probably permanently diminished your credibility (and failed to appreciate the vital importance of building a fragile momentum).

—Tom Peters [Peters85]

Now that you have spent some time planning your improvement effort, it is time to make those plans a reality. Implementing your plan may feel overwhelming. It includes building and deploying solutions, selling ideas, and overcoming resistance. In this chapter we provide guidance on how to proceed.

The four necessary guiding principles for action plan implementation are the following:

1. Sell solutions based on needs.

2. Work with the willing and needy first. ...

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