Process improvement programs are a staff distraction
On page 10 of the introduction to this book the authors categorically state:
"A process improvement programme reduces the time the staff have for existing service duties, causing a decrease in service quality - exactly the opposite of intended programme goals. "
This is out of context and should include some cautionary text, such as "could cause". It is a plain fact that process improvement programs have their place in helping organizations define problems and judo those statements into opportunities or improvement. They might draw in resources occasionally required to 'man the pumps' but this resource commitment is made as a management decision consciously designed to be outweighed by the target benefit!
A clumsy statement at best. At worst it will alienate a whole community breast fed on ITIL Version 2's 'process improvement' focused strategy.