Tracy O’Rourke and Elisabeth Swan have put together an easy to understand and engaging “travel” guide that allows any level of learner to benefit from the tools, information, and “quick tips” included. It literally walks you step by step through the choosing of a project all the way to project completion. I see using this book as a field guide to help any level of learner through process improvement. I know my copy will be (digitally) dog-eared and sticky-ridden in no time. I recommend this toolkit to anyone who is working on process improvement.
Kara Cuzzetto Continuous Improvement Manager, King County Financial & Business Operations Division (FBOD)