CLE1.2-00-4 Suggested Reading Materials

Resources listed here are relevant to the course as a whole. Resources are also listed within specific lessons or activities.

Duggan, K.J.   2012. Design for Operational Excellence: A breakthrough strategy for business growth. McGraw Hill.
Frei, F. and Morriss, A.   2012. Uncommon Service. Harvard Business Review Press.

For the record, here is the slide-deck used in discussions: