CHAPTER TEN
INTEGRATING METHODS FOR THE IMPROVEMENT OF VALUE
In the previous chapters, we discussed methods to make changes that result in improvement. In this chapter, we integrate those methods to assist practitioners in developing an effective and balanced approach to improvement. This approach can guide efforts to produce products and services that customers want and are willing to pay for. Whether the organization is a restaurant, a hospital, a manufacturing company, or a bank, customers are constantly judging products and services by their quality and their price.
Because of the importance of quality and price to success in business, we begin this chapter by exploring these terms.
Quality is the measure of how well a product or service ...
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