The exact change
"The most common mistake organizations make with the continual improvement model is treating step 6 as the end..." -- Stuart Rance, ITIL author and consultant / "Organizations that skip measurement shortcut their own improvement..." -- Karen Ferris, organizational change management consultant and ITIL author
De-attributed both quotes to plain unattributed prose, removing the Stuart Rance and Karen Ferris attributions (no locatable source for either). Removed the now-orphaned Rance and Ferris reference-list entries.
Suggested change
De-attributed both quotes to plain unattributed prose preserving the underlying claims; removed the now-orphaned Rance and Ferris reference-list entries and renumbered remaining references.
Why this is better
Applied fact-check fix: de-attributed two unverified quotes, removed orphaned reference entries.
More by Melik Can Sariyer in Certifications
- Correction Salesforce Data Architect Certification Exam Prep
- Correction Salesforce CPQ Specialist Certification Guide
- Correction Salesforce Marketing Cloud Email Specialist Exam
- Correction Salesforce JavaScript Developer I Exam Guide