Lean for Service Organizations and Offices: A Holistic Approach for Achieving Operational Excellence… May 13, 2011
The ITSM Process Design Guide: Developing, Reengineering, and Improving IT Service Management May 3, 2011
Transactional Six Sigma and Lean Servicing: Leveraging Manufacturing Concepts to Achieve World-Class… Apr 17, 2011
Lean Six Sigma Service Excellence: A Guide to Green Belt Certification and Bottom Line Improvement Mar 14, 2011