Using Kaizen Events to Understand the Complex and Unique Challenges of the Public Sector with Isaac Hughley

Isaac Hughley, Process Improvement Specialist with the Indiana Department of Revenue presented at the monthly Indianapolis ASQ section meeting in September 2021. He discussed how kaizen events can be used in the public sector to address complex and unique challenges (especially during a pandemic).

He shares an example of a kaizen event in which the State of Indiana was able to reduce process steps by 68%, loop backs by 75%, hand offs by 58% and decision points by 93%.

He also shares his favorite process improvements tools, along with an example of each:

  • Process Map
  • Fishbone Diagram

You can watch the recording through this link, using passcode “Section#0903”

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