
xxv
About the Author
Phil Kirby is a recognized, international expert
in continuous process improvement, Lean,
and overall business performance. Known as
“e Process Guy,” Kirby has, for over thirty
years, helped hundreds of organizations around
the globe achieve extraordinary performance
improvement—from airlines, banks, and gov-
ernment agencies to manufacturing, supply
chains, customer service centers and pharma-
ceutical laboratories. Kirby believes that a com-
pany’s competitive advantage and customer value come primarily from its
business processes, not its products and services. He has helped organiza-
tions adopt revolutionary process t