Chapter 2. FOUR THINGS WE KNOW ABOUT PROCESS

Understanding that people differ, the differences can be measured, and the differences follow people into the workplace once they're hired is a start, but we need a way to build on these facts and extract value. To do this, I assemble another set of facts—ones about process improvement.

The facts about process improvement, and the techniques they foster, are not new. Many were created as part of the manufacturing sector's quality improvement movement in the late 1980s and 1990s. They went by names such as statistical process control, total quality management (TQM), Six Sigma, DMAIC (Define-Measure-Analyze-Improve-Control), and other trademarked logos familiar to people in business today.[13] Most ...

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