The City of Grand Rapids, Michigan, has embarked on a lean journey that has freed up limited resources and improved customer service. Lean success stories at manufacturers and other businesses in the region, including a local hospital, caught the ears of both Mayor George Heartwell and City Manager Kurt Kimball. After further research, and conversations […]
In 1993, the City of Coral Springs, in Florida, began its journeyto be a high-performing “municipal corporation,” a city government following a corporate management model. And, much like a business, Coral Springs is customer focused and data driven. The city’s organizational culture is reflected in its four core values: Customer focus—demonstrate a passion for customer service Leadership—establish […]
Written by Brion
The staff at a bureau within a large NYC municipal agency did not have an effective approach to managing the increasing burden of email. As a result, work piled up and deadlines slipped. People were overwhelmed and felt as though they had no control over their jobs. The staff was taught how to apply lean […]
Written by Brion
A Six Sigma project was conducted with the Fort Worth Habitat for Humanity (now called Trinity) to reduce the cycle time from Final Inspection to Permanent Electric Meter being set for new homeowners. The goal was to reduce the time from an average of 15 days down to 10 business days, to reduce the homeowners […]
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DES MOINES – Sallie Nostwich admits she felt a small shock on March 16 when she and six colleagues in the Department of Personnel training bureau were told their manager was not going to be replaced. With that, Nostwich, Glen Howard, Cathy Mallard, Kumari Riedemann, Rachel Miller, Mike Elliott and Jonnie Wright were pushed onto […]
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DES MOINES – Caught in the crossfire of nagging deficits and taxpayers clamoring for relief, state officials have occasionally responded with a magic bullet called privatization. With budget pressures building, legislators and Gov. Terry Branstad appear poised to reload, aim and fire again in hopes of hitting their target of a streamlined, cost-effective government. But […]
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DES MOINES – The push to do more with less is leading state agencies to rethink their shapes and the way employees perform their jobs. The trend has not been completely voluntary: legislation passed five months ago has ordered a halving of middle management positions within two years. Since 1986, departments have been through restructuring […]
Written by Brion
Note: The following article was an insert within a larger article about TQM at the State of Iowa. DES MOINES – Steve Wall paces back and forth at the front of the meeting room at Iowa Lutheran Hospital, amusing and captivating his audience of mid-level state employees with a story about a mythical work force […]
Written by Brion