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About the Author Dermot Duff is a qualified Electronics Engineer and he has been involved in projects within the Telecommunications and IT industries in many countries. Dermot specializes in continuous and radical improvement systems and he is already published in the area of Strategic Cost Reduction and operational excellence. John Quilliam is a Lecturer at Trinity College Dublin where he is Programme Director of a number of Masters Programmes. Prior to joining Trinity he has had many years experience in line management and Human Resource Management, principally with the Electricity Supply Board.