The staff members of government organizations sometimes assume that there isn’t much they can do to improve customer satisfaction in the public sector. (Maybe you work with someone like that.) To my delight, Steve Elliott can prove them wrong. His experience as a county government official and his expertise in the Lean government model can improve the way your organization serves your customers. And, as a bonus, a happy government customer is more likely to support your agency’s funding and initiatives.
Lean Government Series: Define Customer Value (PM 131)
Available as live, one-hour webinar Tuesday, September 10, 2013 from 12:00 PM to 1:00 PM (Mountain Time). Please adjust for your local time zone.
Registration ends Monday, September 9, 2013 at noon (Mountain Standard Time).
Who it’s for: Managers, supervisors, and employees interested in change in government agencies as well as businesses and nonprofits.
What you’ll take away: How to better identify and respond to the needs and wants of your organization’s customers
About your presenter: Steve Elliott, president of Constant Improvement Consulting, Inc. based in Longmont, CO, has decades of experience in the public, private, and nonprofit sectors as a manager, business owner, trainer, and consultant. He was instrumental in the creation and adoption of Colorado House Bill 11-1212, which officially made Colorado a Lean Government.
Sometimes, public sector workplaces take their customers-citizens, taxpayers, property owners, business owners, employees, visitors, and other government agency employees-for granted. They might feel that they have a monopoly on the services they offer: licenses, tax filings and payments, fees, reports, permits, etc. Customer concerns are easily dismissed.
How well do you know your customers, both internal and external? How would you define their values and what they want you to be doing for them? What new expectations do they have that might drive how you operate your organization? And what do you need to do differently and even stop doing? If you ask them, as well as observe how they use your services, you might be surprised at what you learn.
About the Lean Government Webinar Series
This webinar and the webinar series is a joint project of Constant Improvement Consulting, Inc., and Siera: Learn. Teach. Inspire.™ Registration is now open for this webinar and the entire series. For more information, contact Pat Wagner at firstname.lastname@example.org
The Lean Government movement is based on a practical set of principles, organized around eliminating waste, saving money, improving the quality of products and services, and making customers happy.
Although the focus is local government, the principles apply to any type or size workplace. Also, leaders, managers, supervisors, and frontline (and back room) staff can master them.
Lean Government Webinar Series Schedule
All begin at noon, Mountain Time
Please adjust for your local time zone.
Tuesday, July 9, 2013
Free Introduction to Lean Government (PM 130)
Find out why the Lean movement is important and what it can do for your organization.
Tuesday, Sept 10, 2013
Define Customer Value (PM 131)
Do your services and products meet your customers’ needs? Ask. You might be surprised at what you learn.
Tuesday, Oct 8, 2013
Muda Eyes: Learn to See Waste (PM 132)
Examine the eight types of muda (waste) in detail, and uncover where they are hiding in your workplace.
Tuesday, Nov 5, 2013
Lean Leadership: The Long Game (PM 133)
Explore tactics that can help recruit leaders and champions to support the Lean model in your organization.
Tuesday, Dec 3, 2013
Cultivate Change Agents in Your Organization (PM 134)
Find the energetic evangelists on your staff who can inspire, direct, cajole, and unite your organization.
Tuesday, Jan 7, 2014
Embrace Resistance: Turn Cynics into Supporters (PM 135)
Not everyone will want to change, but if you take their concerns seriously, they can become part of the solution.
Tuesday, February 4, 2014
The Lean Toolbox (PM 136)
Streamline the process of improvement, and help your team make the right decisions with the Lean arsenal of tools.
Tuesday, March 4, 2014
Value Stream Mapping: Weed Out the Waste (PM 137)
Examine your work inch by inch and expose waste. No blame. Just the facts.
Tuesday, April 1, 2014
Overnight Success in One Week: The Team Approach (PM 138)
Plan the week-long event that will give your team the time and tools to apply Lean principles to real problems.
Tuesday, April 29, 2014
The Totally Lean Organization (PM 139)
Pick the right problems to solve in the right order. You’ll need strategy, planning, and coordinated action.