This book illustrates the vital link between satisfying external customers and improving processes within the organization to ensure that internal customers are satisfied, too.

This user-friAndly guide shows how benchmarking is a means of using the best process-management practices to improve results. Ideal for process improvement teams in both large organizations and small companies.

Discover the key tools for making self-directed work teams function as true teams. Work team leaders and managers involved in creating and developing teams will benefit from this guide covering self-managed team models, the transition to self-managed teams, and more.

Help all employees understand and facilitate the change process with the six-step change-management model in this guidebook. It focuses on what happens and what to expect as the change unfolds, and helps every employee become an empowered, active participant.

Teams members will use this handy reference to set team objectives and track and evaluate team performance.

This practical model helps teams understand the phases of team development and how to plan for the next step on the road to success.

A must-read if you are involved with a reengineering effort or are considering one. This guidebook's practical and applicable approach makes it the perfect hands-on tool as you redesign and re-create your targeted processes.

This book presents the High-Impact Training Model, designed to help you identify your training needs, map your approach, and track ongoing success.

Evaluate your organization's improvement impact by examining the transition of the organization's measures into performance goals. You'll also learn how to clarify your organization's vision and mission in terms of measurable results.

Realize organizational success through diversity.