Time to Put People at the Center of Process Excellence

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Process excellence initiatives have long focused on driving operational efficiency, improving quality and reducing costs. But, many in the industry, acknowledge that merely focusing on the technical side of improving processes won’t drive desired results. “People have moved beyond trying to solve everything with a checklist and a process chart,” says Marc Koehler, Head of Value Stream Strategy at telecommunications provider Swisscom. “We have realized that while all these tools are nice and requ...
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