The Case for Process Management

1. Because we take too long. What does this letter mean? And I'm here because I don't trust that you will receive it through the drop box or through the mail. 2. Because we couldn't get it done on the first try. Seven out of 10 customers typically can't complete the application o...

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Bibliographic Details
Published in:Policy & Practice 2009-12, Vol.67 (6), p.22
Main Author: Shaw, Blake
Format: Article
Language:English
Subjects:
Case management
Interviews
Studies
Online Access:Get full text
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Summary:1. Because we take too long. What does this letter mean? And I'm here because I don't trust that you will receive it through the drop box or through the mail. 2. Because we couldn't get it done on the first try. Seven out of 10 customers typically can't complete the application on the first try and have to interact with us again - clogging the lobby, the phone lines and the mailboxes. 3. Because we were late renewing customers. To stop hoping for creative incentives, to stop burning out super workers and start designing, managing and supporting super systems, it's time to move from case management to process management.
ISSN:1942-6828