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Richard Schonberger's latest research, validated and tested by some 130 pioneering manufacturers in nine countries, reveals the key generators of power, strength, and value: 16 principles of of customer-focused, databased performance. These principles drive excellence into every corner of the enterprise-from plant floor to executive suite and the investment community, across the support functions, and outward through the supply and customer chains. Schonberger's best-selling books include Japanes Manufacturing Techniques, World Class Manufacturing (he coined the term in his 1986 book), and Building a Chain of Customers.
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