... improving business process performance. " Put Your Customers to WorkThere are numerous opportunities to have customers perform part of the process themselves, and be pleased to do it.Banking ... Illumination of Surgical StrikesDuring the early 1990s the business- performance improvement pendulum swung from theTQM days of independently and incrementally improving each part of the process, to theradical ... problems. Too many people together with toomuch idle time leads to an internal focus, personality clashes, and corporate politics to thedetriment of a focus on customers.However, most of the surgical- strike...