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- Goodson, R. EugeneArticle HBS-R0205H-EService and Operations ManagementIn the early 1980s, visitors on an hour-long tour of a factory headed by Eugene Goodson reported surprisingly accurate details about the plant, its technology, and even its cost of sales. Meanwhile, the author's managers took part in short tours of a competitor's plants and learned next to nothing. With that, Goodson resolved to do better and, over time, developed a tool to assess a plant's strengths and weaknesses. The tool, the Rapid Plant Asse...
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