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Performance Excellence ,[object Object]
Excellent Organizations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Criteria for Performance Excellence ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer-Driven Excellence ,[object Object],[object Object],[object Object],[object Object]
Why Customers Leave ,[object Object],[object Object],[object Object],[object Object],[object Object]
Management by Fact ,[object Object],[object Object]
Balanced Scorecard ,[object Object],[object Object]
Possible Metrics for Scorecard ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Possible Scorecard Metrics ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Process Management ,[object Object],[object Object],[object Object]
Implementation ,[object Object],[object Object],[object Object],[object Object]
Possible Scorecard Metrics ,[object Object],[object Object]

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