The Government Finance Officers Assocation GFOA   just released a new whitepaper Making Government Work Better with Lean Process Improvement.   The paper describes the Lean process improvement method, how to move forward with Lean, and the experiences of local governments that have used Lean. 

As a contributor to this paper, I’m excited about how it turned out and think that the focus on value to the customer – the citizen – is a great approach.  The paper includes some practical techniques for getting started with Lean  process improvement that are useful for both the public and commercial sectors; including:

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The next article in my SharePoint series appeared today on EUSP

Don’t talk to customers

Guest Author: Deb Miller Global 360 Inc. Companies need to stop talking to customers? Yes! That is, stop wasting your time and your customers’ time talking about items like credit disputes or missing approval documents. Instead, you can automate and streamline key processes like dispute resolution using business process management (BPM) and SharePoint.  You’ll have more quality time then to listen to your customers, and to apply your people and technology resources to engage… [Read more]

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