ABSTRACT
Lean principles and techniques have spread across the globe, since the term “Lean” was first used by a team of MIT researchers studying the Toyota Production System. The approach to continuous improvement in manufacturing has been adapted to finance, health care, and government. The first initiative was directed at customer service training, which naturally lead to Lean process improvement, given Lean’s focus on value for the customer. The Commissioners’ Group heard about Lean’s potential in a presentation by then-state representative David Borden. Prior to his service in the NH legislature, David used Lean principles in the hospitality industry. Improvements included cross-training of employees between registration and licensing. Customer wait times were reduced, and the frustration of waiting in the wrong line was eliminated as counter clerks were prepared to assist customers with either transaction. Our multi-agency group of participants was eager to begin cutting the red tape that plagued our working lives.
