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Resumen:
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The recession has upset a record period of global growth and expansion, forcing entire industries to rethink their business model. Focusing on core businesses to ensure continued market share and profitability, many organizations will apply Lean and Six Sigma efforts directed at key cost, quality and service objectives in order to maximize value and reduce cost. And many will fail at meeting those objectives. After two decades in the trenches of helping companies design and build better, more efficient operations, Karen Martin has pinpointed why performance improvement programs often fail: chaos, the sneaky but powerful force that frustrates customers, keeps business leaders awake at night, and saps company morale.
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