How to Improve Your Service Delivery in Government With Lean Six Sigma
Six Sigma is a management strategy that strives to increase revenue through applying scientific methods to reduce variation and eliminate errors within product and service offerings. Lean can be defined as a management approach that attempts to maximize value to customers, both internal (i.e., employees) and external (i.e., consumers), while removing wasteful activities and practices within an organization. The five-step application guide found in The Business of Government provides insight on the process to apply Lean Six Sigma successfully.
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Instructions
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Specify value from the customer's point of view. Improve your service delivery in government with Lean Six Sigma by determining what your customer needs to be satisfied (i.e., on-time postal delivery). The United States Postal Service is an example of customers wanting fast and accurate delivery. Installing self-service kiosks are a method of improving wait-time in lines for service.
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Identify the stream of processes applied to give value. For instance, determine the amount of people involved to make the government service delivery a success. Putting Social Security applications online can expedite the process. Therefore, it leaves more time for workers to handle more complicated cases. The online application is convenient for the customer and saves on paper for the government to improve service delivery with Lean Six Sigma.
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Remove wasteful or unnecessary activities from the value stream. Eliminate red tape from decision making. For example, allow department supervisors and managers to have more autonomy for choices that directly influence their workers.
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Create pull by having all work initiated by customer demand. Obtain feedback from the customer to see how well you are doing to improve your service delivery in government with Lean Six Sigma. Distribute a survey rating customer satisfaction. The questions should have choices (i.e., five means most satisfied) and describe the overall experience (i.e., timely, friendly). You should know how well the customer's needs were met.
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Strive continuously for perfection. Train employees effectively to enhance their abilities. Read materials that help bring insight (i.e., case studies). Also, require in-depth training and practice to improve your service delivery in government with Lean Six Sigma. Monitoring the habits of workers will indicate where more improvement can be made. Management may install cameras to aid in the process toward perfection.
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Tips & Warnings
Make a survey online to save paper. You can use software found on the Internet to help with question creation.
