Written specifically to address the application of Lean practices in government and the public sector, this highly original reference covers the basic philosophy of Lean before detailing specific methods to improve processes in the public sector. It addresses concerns unique to the public sector environment and considers the role of the citizen, not only as customer, but as a voter, taxpayer, and community participant. The approach provides a more reality-based view of value-added services and waste in the public sector. The text also includes many explanations of Lean principles and methods, examples, and international case studies for better comprehension.
Preface
Acknowledgments
Chapter 1 : Introduction to Lean Management
Chapter 2 : Adding Value : Who is the Customer?
Chapter 3 : Determine Value
Chapter 4 : Mapping the Value Stream
Chapter 5 : Flow and the Pull Principle
Chapter 6 : Mobilize Employees
Chapter 7 : Continuous Improvement with Kaizen Teams
Chapter 8 : Standardization and Compliance
Chapter 9 : The Perfect Public Service Provider
Chapter 10 : The Process-Oriented Organization
Chapter 11 : Lean and Cost Savings
Chapter 12 : Workplace Organization Based on the 5Ss
Appendix A : Process Activity Sheet
Appendix B : Project Letter
Appendix C : 5 × Why Diagram
Appendix D : Example of a 5S Audit
Bibliography
Index
About the Author
