Not best practice

SD p31 PM and warranty

The diagram on p31 is just wrong. It shows the project team's job is done at the start of the pilot or warranty period. This is "dead cat syndrome" which must be avoided at all costs. A project team should retain ownership through the warranty period until acceptance has been signed off.

Process improvement programs are a staff distraction

On page 10 of the introduction to this book the authors categorically state:

"A process improvement programme reduces the time the staff have for existing service duties, causing a decrease in service quality - exactly the opposite of intended programme goals. "

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