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Lean Six Sigma Service Excellence by Gerald Taylor

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2 IT’S THE PROCESS!

IT’S THE PROCESS!

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How many times during your work day do you say the word process?

—Gerald Taylor

Managing Consultant, TPMG

PAYING THE ULTIMATE PRICE FOR NOT BEING PROCESS PERFECT

In February 2003, the Associated Press reported that a 17-year-old girl, from a small town near Guadalajara, Mexico, temporarily moved to the United States with her family for a heart-lung transplant. The transplant was performed at Duke University Hospital, one of the nation’s top medical centers. Three days after her February 7 surgery, ...

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