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The Six Disciplines of Breakthrough Learning: How to Turn Training and Development into Business Results, 3rd Edition by Roy V. H. Pollock, Andy Jefferson, Calhoun W. Wick

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DESIGN THE COMPLETE EXPERIENCE

“If you can't describe what you are doing as a process, you don't know what you're doing.”

—W. EDWARDS DEMING

A PROCESS IS “a series of planned activities that convert a given input into a desired output” (Rummler, 2007, p. 197). Since its introduction after World War II by Deming, Juran, and others, process thinking has transformed businesses and generated consistently higher-quality goods and services at lower cost. Process thinking has also reshaped the nature of competition, so that today “competition is not between people, products, or companies: it is between processes” (Tenner & DeToro, 1997, p. 15). The ...

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