Where did Bristol-Myers Squibb get the idea for its business process improvement effort? From a 15-year-oldie but goodie business book classic— Business Process Improvement: The Breakthrough Strategy for Total Quality, Productivity and Competitiveness, by James Harrington (McGraw-Hill 1991, 274 pp, $28.95). Harrington's book and the ancillary products it spun off, such as the Workbook shown above, provides detailed steps on how to determine customer needs and expectations; how to create ...

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