James William Martin is a Lean Six Sigma consultant and Master Black Belt. For twenty years, Martin has trained and mentored several thousand executives, champions, Black Belts, and Green Belts in process improvement methods including manufacturing, service, and supply chain applications. He has led successful Lean Six Sigma assessments in Japan, China, Korea, Singapore, Malaysia, Thailand, Australia, North America, and Europe. This work included organizations in hardware, software, computer security, retail sales, banking, insurance, financial services, measurement systems, automotive, electronics, aerospace component manufacturing, electronic manufacturing, controls, building products, industrial equipment, and consumer products. He served as an instructor at the Providence College Graduate School of Business for twenty years. He also holds several patents and has written numerous articles on quality and process improvement.

Chapter 1: Operational Excellence. Chapter 2: Organizational Change. Chapter 3: Customer Experience. Chapter 4: Designing for Customer Value. Chapter 5: Process Excellence. Chapter 6: Lean Process Improvement. Chapter 7: Measuring and Improving Productivity. Chapter 8: Information Technology Ecosystems. Chapter 9: Six Sigma. Chapter 10: Big Data. Chapter 11: Operational Assessments. Chapter 12: Virtual Teams. Chapter 13: Supply Chain Excellence. Chapter 14: Sustaining Strategies. Conclusion