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 ...

Register to view this Article

Why Register for FREE?


Registering for Premium Content on Food Management will give you INSTANT access to invaluable articles and media content that industry professionals rely on. You will have access to our special reports, feature articles, and industry analysis. It’s FREE, easy and quick. 

Already registered? here.