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A better approach would be to select the steps that potentially have the most risk associated with them. That could mean steps where there is an interaction with a customer. Any of the interdepartmental hand-offs are good are also places…
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Elisabeth Swan

Elisabeth is a Master Black Belt at, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. For over 30 years, she's helped leading organizations like Amazon, Charles Schwab and Marriott International, Inc. build problem-solving muscles with Lean Six Sigma to achieve their goals.
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