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Practical Process Improvement - A Program for Market Leadership in the Twenty First Century
(R. Edward Zunich)
This is the definitive text on the Practical Process Improvement (PPI) program. In this book Ed Zunich explores all facets of customer satisfaction and how it relates to profitability. Ed explains clearly and concisely how productivity and quality improvement contribute to the bottom line – by increasing revenue and lowering costs simultaneously. He deflates some current myths and provides alternatives that work. This is a “must read” for executives and managers who want to make their enterprise a market leader.