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HBOK 1-416

Title Change That Sticks
Author(s) Leon Spackman
Source Quality Progress
Topic Strategic Management

Performance Improvement

Change Management

Abstract Process improvement can solve many of an organization’s internal and external problems if implemented properly, it but could have the opposite effect if poorly executed. Process improvement should be approached with a long-term view, emphasizing strong leadership support and resource allocation. Nine steps are outlined that make process improvement a permanent investment. A case study follows a federal agency that provides support for the National Reconnaissance Office as it used these nine steps to build a process improvement strategy aimed at improving customer service.
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Link for .PDF http://www.asq.org/quality-progress/2009/04/process-management/change-that-sticks.pdf
Link for HTML http://www.asq.org/quality-progress/2009/04/process-management/change-that-sticks.html
Reference Code 1-416

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