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This week is all about quality, customer focus, continuous improvement and leadership. When I first met my guest, John West, he was leading Federal Express’s quality improvement process, a program that help FedEx win a dominating share of its market–and the coveted Malcolm Baldrige National Quality Award. Since then he has helped numerous businesses and government agencies on nearly every continent to assess organizational and customer needs, and to design, develop and implement improvement solutions. His clients from the Memphis School System, McDonalds and MashreqBank (UAE) to Tata Chemical
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