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a quarterly journal …
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These pages are an extract from

TickIT International © BSI and contributors 3Q03, July 2003
The quarterly journal of the TickIT software quality certification scheme ISSN 1354–5884
Reproduced by kind permission of
TickIT Office, BSI, 389 Chiswick High Road, London W4 4AL
Tel +44 (0)20 8996 7427 / Fax +44 (0)20 8996 7429

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Professor Les Porter is the Managing Director of Oakland Consulting plc, a member of the European Centre for Business Excellence and visiting professor at the Leeds University Business School. Oakland Consulting is an operations and quality management consultancy with a strong track record of helping organisations improve their performance in key operational areas. Website:

Les is the author of several books including ‘Cases in Total Quality Management’ and ‘Assessing Business Excellence’.