Why have companies been so slow to apply lean principles and techniques to service processes such as finance, human resources, accounting, health care, and customer service? One reason is that the waste and inefficiency that can interfere with services are rarely obvious.

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Most leaders of companies want to do more than survive over the long term. They want to perform, and to perform they need to grow. Nowadays, development and growth is about the accumulation of very large set of capabilities that go into making a very large set of possible products.

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