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Originally self-published by the author, this 2009 Shingo Prize winner reports on the experience of a multi-national company that successfully implemented Lean in both its manufacturing and commercial operations over a six year period. Based on a model of sustainable change, the text defines by example the elements of successful Lean management that are often difficult to emulate as well as more visible features of process management. This practical workbook guides practitioners with readily reproducible advice, so that Lean becomes truly embedded in your organization and performance improvements sustained over the long term.