We Dont Make Widgets Academy
|Event Date/Time: Mar 17, 2009||End Date/Time: Mar 19, 2009|
|Registration Date: Mar 16, 2009|
|Early Registration Date: Feb 20, 2009|
It is not always clear who the actual customer is, and in many cases multiple customers have competing interests.
We donâ€™t manufacture widgets. What we do is squishy and hard to get our arms around. Consequently it is difficult to measure what we do and even harder to improve.
We donâ€™t have customers â€“ we have hostages. They didnâ€™t choose us, they have to use us, and there is nowhere else they can go. Therefore, there is no incentive to improve customer satisfaction.
Weâ€™re not here to make a profit. We donâ€™t have a bottom line or competition, so there is no real incentive to improve. Besides, any savings we achieve just get taken from us anyways.
In addition, government organizations often face immense bureaucracies, counterproductive measurement systems and conflicting stakeholder interests. All of these issues are compounded when the agency is of a regulatory or compliance nature.
This fast paced, hands-on Academy dives right into these issues and presents proven techniques government managers can use to dramatically improve customer satisfaction and process performance.