Process Improvement in Large Organizations: Walking the Maze

Nynke Fokma, Moebius Consultancy and Erwin van der Bij, Lucent Technologies

Every problem-solving activity in an organization requires some learning. Both the stakeholders and the
facilitators of the organization need to learn as they go through change. This paper describes our first
experiences with facilitating process improvement and problem solving by focusing on congruence, building trust
relationships, systems thinking and lots of "letting go."

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