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Succeed with Productivity and
Quality - How to Do Better with
Less
This book is the
culmination of
inter-firm compari-
sons done by the
author of more
than 4,000 com-
panies in over 100
different industries.
Beyond the Ultimate Question - A
Systematic Approach to Improve
Customer Loyalty
Business growth
depends on more
than asking a single
question. Challeng-
ing the widely touted
Net Promoter Score
(NPS)
Mapping Work Processes,
Second Edition
This peerless best-
seller is a hands-on,
step-by-step work-
book of instruc-
tions on how to
create flowchar ts
and document work
processes.
Proving Continuous Improvement
with Profit Ability
The goal of this
book is to demon-
strate to manufactur-
ing, distributor, and
service businesses
that there are only
seven critical busi-
ness elements
