Don Kuenzli, as a plant manager, successfully transformed two oil refineries to highly reliable and sustainable performance by creating a culture of Continuous Improvement through defect elimination. He had a vision to create “a world class facility with pacesetter performance” for these refineries. When Don shared his vision with his boss at one of these sites, he was told that they could not afford to create this level of performance. Managers often make the assumption that the best performance is gained by paying a high price. There are many benchmark studies that demonstrate quite the opposite.

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