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- Upton, David M.; Margolis, Joshua D.Case HBS-692002-EService and Operations ManagementDescribes the Puerto Rican manufacturing plant of a transnational company. The award-winning plant has dramatically improved the quality of flexibility of its operations, by taking a radical approach to manufacturing. The methods center on the use of specific techniques along with a building of trust with the workforce. This generates broad participation and creates a strong commitment to continuous improvement throughout the plant. In 1987, the ...
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