1st Edition
Lean for the Public Sector The Pursuit of Perfection in Government Services
Introduction to Lean Management
Improvement in the Public Sector
Lean: That’s about Cars, Right?
Five Basic Principles in Lean
Adding Value: Who Is the Customer?
Portrait of a Citizen
Critial Quality Parameters
Determine Value
The Eight Deadly Wastes
Avoidable and Unavoidable Waste
Action Time and Lead Time
Action Time for the Citizen
Creating Value in the Public Sector
Mapping the Value Stream
Mapping the Current State
Mapping the Future State
Flow and the Pull Principle
Strive for Continuous One-Piece Flow
Application for Facilities: Working in Cells
Takt Time
Pull Principle
Sometimes Push Is Better
The Road to Flow and Pull
Mobilize Employees
Ownership
Should Work Be Fun?
Improvement in Kaizen Teams
Everyday Lean
Continuous Improvement with Kaizen Teams
Step 1: Choose a Subject
Step 2: Set a Goal
Step 3: Analyze the Current State
Step 4: Find Solutions, Draw the Future State
Step 5: Prepare the Action Plan
Step 6: Implement the Action Plan
Step 7: Measure the Effects
Step 8: Accommodate Standardization and Compliance
Standardization and Compliance
Compliance
Conscious and Subconscious Actions
Why Operating Instructions and Procedures Don’t Always Work
The Compliance Pyramid
The Perfect Public Service Provider
Road to Perfection
Cases of Process Improvement
The Process-Oriented Organization
Reorganization and Lean
Task-Oriented Versus Process-Oriented
Vertical Start-Up
Case of the Social Services Department in the Town of Oldambt
Fundamentals
Lean and Cost Savings
Benefit from Time Gained
The Government Unable to Cut Costs
Cost-Saving Strategies
The Turkey
Workplace Organization Based on the 5Ss
Search Time: 30 Seconds Maximum
The Practical Method
First S: Sort
Preparation for 5S
Starting 5S: The Clean-Out
Clean Desk and the Paperless Office
A Practical Restart
Digital 5S
Practical Case: Tax Department of the Municipality of Dordrecht
Appendix A: Process Activity Sheet
Appendix B: Project Letter
Appendix C: 5 × Why Diagram
Appendix D: Proposal for Improvement
Appendix E: Example of a 5S Audit
Bibliography
Index
Biography
Bert Teeuwen
