Doing a Lot More... With Less (Slides)

 

Details

  • Type:
  • Published:
  • November 18, 2011
  • Author:
  • Tim McCormick
  • Pages:
  • 19
  • Price:
  • Member: FREE
Classic Content

In 1997, the State of Michigan's Office of Retirement Services was mired in delays and clunky processes. In this 2011 presentation, Tim McCormick details the organization's journey toward a process-based structure that puts the customer first, explaining how the Office created a strong governance structure that guided the universal alignment and reegineering of processes. He describes the results—streamlined processes, reduced costs, increased consistency, and greater customer satisfaction—and what it took to get there as well as the State of Michigan's detailed plans for sustaining and maturing their systems into the future.

Click here to view the full-length recording of this presentation.