Every organization today is in a frenzy to innovate and differentiate itself.

A realization seems to have set in that quality and low cost can no longer provide the sustainable advantage. Organizations seem to be increasingly coming around to the idea that conformance to specifications is not enough. For example, how many airlines invite passengers to fly their planes on the assurance that their planes crash less often then their competition? Customers want more and are getting more.

Higher revenues and higher margins will result from two things:

• Finding ways to launch innovative products and services
• Finding ways to produce defect free products at lower cost

For the service industry the additional challenge is that innovative ideas, products, and practices can be easily mimicked by the competition. So the lead time for enjoying the fruits of labor has also shortened.

This has forced organizations into a never ending journey of continuous improvement to innovate and reduce cost.

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