Chapter 12Tools for Control
That is what learning is. You suddenly understand something you have understood all your life, but in a new way.
—Doris Lessing, The Four-Gated City
12.1 Introduction
Operational excellence is a long-term process. It can take an organisation several years to put the fundamental principles, practices and systems into action in a learning culture that will sustain the benefits gained. Managers who have steered their way through the challenges of a Six Sigma or a Lean Sigma programme over recent years are probably proud of the results. However, such a manager has only just embarked upon ...
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