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Avoiding the Pitfalls of Business Process Improvement
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Five Rules for Implementation Success: Rule 5
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Flip a coin and solve your problems. If it were only that easy.
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Forbes: Critical Thinking Skills Propel Organizations Forward
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The Path to Operational Excellence, Part III: High Performance Culture and Focus
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Measuring Problem Management Quality in an ITIL Environment, Part 2
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Strategic Thinking is a Journey – HBR Blog response
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Sneak Preview: Video from Kepner-Tregoe to help prioritize critical issues

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