Better Process, Better Customer Service
Bonnie Tracy
INTENDED AUDIENCE: Department of Health and Human Services employees only
CREDIT: .3 CEUs
Although the essence of good service delivery is understanding the consumer, we often find the consumer’s voice frequently gets left out of the processes we design. In this training, participants will experience a mock service delivery system and will use problem solving tools to re- design the system. We will explore the concepts of: waste in systems, employee involvement as the key to better systems, how to be hard on the process and soft on people and the practice of decision making based on consumer’s expectations. Discussion will also highlight next steps you can take within your unit to improve the processes and services you manage every day.
