this book could never have been written without the help ofd a frear many people
This book is the science and art of ensuring that goods and service are created and delivered successfully to customers,includes the design of goods,services,and the processes that create them :the day -to-day management of those process.
After the first edition of this book was honored with the Mckinsey Foundation Award, we were pleased to find that many people took the occasion to contact us to tell us how they were using the book and to give us their opinions on its strong and weak points.
ALL OVER THE SOUTH OF ENGLAND ON THE NIGHT OF THE FIFTH OF JUNE PEOPLE AWOKE OR ELSE IF THEY WERE GOING LATE TO BED