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5
Complex Service Delivery
Processes - Strategy to
Operations, Second Edition
A process is a system
of activities (together
with the associated
resources) that takes
an input and trans-
forms it into an out-
put of greater value
for a customer.
Optimizing Student Learning
- A Lean Systems Approach to
Improving K-12 Education
This book is a fic-
tionalized account of
one teacher’s effor t
in applying process
improvement princi-
ples to her teaching
practices.
Lean-Six Sigma for the Public
Sector - Leveraging Continuous
Process Improvement to Build
Better Governments
Organizations are
continuously trying
to improve by reduc-
ing cost, increasing
customer satisfac-
tion
AS9101D Auditing for Process
Performance - Combining
Conformance and Effectiveness
to Meet Customer Satisfaction
Auditing for effective-
ness has always been
an expectation of
AS9101, but the real-
ity is that most audi-
tors focused in the
