Japan Gemba Visit: Lean Thinking in Government – Part 2

On the second part of my visit to Nakano City (see Part 1 and Part 3), I had a chance to visit two areas of the ward office to talk to the area managers and see first-hand the improvements they have put in place.

As I wrote in my previous post, it was inspiring learn how a government bureaucracy is focused on delivering excellent customer service (omotenashi) thorough developing their people and creating an environment where both small and big improvement ideas are celebrated.

Read more at: http://kbjanderson.com/japan-gemba-visit-lean-thinking-in-government-part-2-kaizen-and-kaikaku-to-improve-service-to-elderly-constituents/