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Abstract:Cost overruns and late deliveries associated with maintenance and modification of the C-17 transport aircraft were straining relations between the U.S. Air Force and Boeing’s San Antonio-based Support Services Center (BSS). The facility identified the root cause of its troubles, and with the help of numerous lean tools, developed equipment to deal with the problems. Drawing on input from both internal and external stakeholders, BSS’s quality improvement team found an award-winning solution that met organizational and financial goals, in addition to achieving customer …

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