GogoTraining course author Neil Potter has published a new book with Mary Sakry called, Making Process Improvement Work for Service Organizations. This book is focused solely on service organizations such as accounting, IT support, retail and sales. The purpose of the book is to provide a straightforward, systematic approach to planning, implementing and monitoring a process improvement program. It is available on Kindle, iBooks and Nook at http://www.procressgroup.com/book.html. Here is a link to Neils course on Inspection/Moderator/Peer Reviews.