374 Service Excellence through Process Improvement: Champion

374 Service Excellence through Process Improvement: Championship

Improve customer and employee satisfaction … and reduce costs
374 Service Excellence through Process Improvement: Championship - Elective

When counties look to create efficiencies, process improvement is a valuable tool. It can help maximize value, reduce wasteful activities, and improve service delivery. Hear case examples of how Ventura County has significantly improved service quality and performance while reducing costs. This hands-on course engages managers in techniques to identify current service delivery processes and find opportunities to improve. Tools are shared for both identifying process problems and engaging the process participants in crafting solutions. Participants apply the tools in simulations and explore how to use them in a process improvement opportunity at home. Objectives include: 1) identify what a process is and define process improvement; 2) understand and apply the plan-do-check-act cycle; 3) know how and when to apply various improvement tools; and 4) create an improvement plan for a selected process.

Instructor: Paul Stamper is manager of the Ventura County Service Excellence Program.

Thursday, June 20, 2019, 10:00 a.m.–3:30 p.m.
Santa Cruz w $149/person for counties w 3 credits w Staff/Elected Officials

6/20/2019 10:00 AM - 3:30 PM
Santa Cruz County Sheriff’s Community Room 5200 Soquel Avenue Santa Cruz, CA 95062

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