The basic premise is that there's a single best way at any point in time to do a particular process; as circumstances change (different equipment, different specs/requirements, etc.) then the process should change. While this concept appears good on the surface, there are a host of possible other exceptions, not the least of which are individuals' talents and abilities (a concept that I didn't see mentioned in the book).
Among the gems that I did see, are the concept that employees are disinclined to work towards better practices if they feel their jobs or security are threatened by the "improvements". It's incumbent upon those in power to provide some degree of security to ensure that conscientious employees don't "suggest" themselves out of a job.
An interesting anecdote presented was the story of three managers studying the best way to standardize the receipt of a tank truckload of alcohol at a petroleum terminal. When they got to the step of measuring the specific gravity which was then reported to other parts of the organization they found out that each had a slightly different method of measurement. Interestingly, none of them knew what the desired range was or what to do if the product was "off-spec". In checking with the recipients of the reports, it was determined that the specific gravity was not important and the reports were discarded when received - thus the entire process of measuring and reporting was unnecessary.
The authors present and discuss a 13-step process, which lists key activities. Some discussion is covered of the food services' HACCP (Hazard Analysis of Critical Control Points) method in relation to their 13-step process, but they find it necessary to add a step 9-1/2: Double-check the Process. OSHA, EPA and ISO 9002 are mentioned in passing.
The Appendices include Process Mastering Forms and Checklists as well as a listing of measurement items by discipline (Accounting, Customer Service, etc.).
If you're already a Process Master and have ample references on your bookshelf, you may want to pass on this book; otherwise it can be an informative and useful tool.
Summary: Very little depth, quite disappointing.