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Understanding the Formula and Benefits of Cycle Time
The customer just called again, wondering if the item they ordered will be on time. Will it? Do your company’s processes make it possible to be on time per the customer’s needs? To know that requires ...
Harvard Business School7y
Breaking the Cycle of Failure in Services
Schlesinger, Leonard A., and James Heskett. "Breaking the Cycle of Failure in Services." MIT Sloan Management Review 32, no. 3 (spring 1991): 17–28.