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From process to
people: our story
Efficiency is doing things right;
effectiveness is doing the right
thing...
Peter F Druker
Key outcomes: • For our Customers:
A good experience at every library, on every visit
• For our Staff:
Great job satisfaction, focusing on customers not
processes
• For the Organisation:
Provide best value services, enhancing the
reputation. Delivering services and outcomes for
Northamptonshire County Council
Removing the boulders, smoothing the flow
Never ending cycle of process...
From this....
And this.....
And this...!
To this
Thinking Lean...
Normality Curve
Green line
Positives and negatives Positives of the current way
Positives of the new way
Negatives of the current way
Negatives of the new way
27,000 hours
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