Driving process improvement

This article from Intelligent Performance

http://www.intelligentperformance.com/showArticle.jhtml?articleID=47212292

stresses that companies that want to improve cost management and drive process improvement must first understand their operational process performance. They have observed, however, that most companies are taking the longest and most laborious path to achieve this goal. Take a look at what author Mark Smith recommends and then add your two cents worth.