We have updated the Moments of Truth overview in the context of the latest Business Analysis World conference in Perth, just completed.
You can access the presentation from this link
http://www.customerexpectation.com/MomentsofTruth_Perth2009.pdf
For more on the CEMMethod(tm) visit
http://www.cemmethod.com
For more on becoming qualified as a Certifed Process Professional visit
http://www.bp2009.com
Join the discussions on the BP Group Linkedin area at
http://www.linkedin.com/groups?gid=1062077
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