Praise For Making Process Improvement Work For Service Organizations
“Neil Potter and Mary Sakry keep you focused on identifying and addressing real business goals and give detailed practical advice on the nitty-gritty that most books gloss over—how to actually plan your approach, build support, and make progress. If you don’t believe in formal improvement frameworks, this book is all you need. If you do believe in frameworks (ISO, SEI, etc.), this book will help you make them relevant.”
—Irene Allen, Principal Architect, Services Delivery, Western Hemisphere Information Management, Xerox Corporation, New York
“Neil Potter and Mary Sakry have been my friends and respected colleagues for many years. The goal-problem approach to process improvement ...
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