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Introduction: The Science and Art of Improvement Part One: Introduction to Improvement 1. A Model for Improvement 2. Skills to Support Improvement 3. Examples of Improvement Efforts Part Two: Methods for Improvement 4. Using the Model for Improvement 5. Developing a Change 6. Testing a Change 7. Implementing a Change 8. Case Studies of Improvement Efforts Part Three: An Integrated Approach to Improvement 9. Integrating Improvement to Increase Value 10. Eliminating Quality Problems 11. Reducing Costs while Maintaining or Improving Quality 12. Expanding Customer Expectations to Increase Demand 13. Guidance for Leaders: A Resource Guide to Change Concepts and Applications:A. Eliminate Waste B. Improve Work Flow C. Optimize Inventory D. Change the Work Environment E. Enhance the Producer/Customer Relationship F. Manage Time G. Manage Variation H. Design Systems to Avoid Mistakes I. Focus on a Product/Service