Transcript Public Service Operations & Management Powerpoint Template

Delivering Public Service for the Future
How Do I Fix This Mess?
A Case Study for Transforming
Organizational Performance
Peter Hutchinson
February 2015
I am the Superintendent of Schools
I am to recommend a solution to the problem of
Central Stores to the School Board in 45 minutes.
What should I recommend?
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The Situation
Here are the facts:
We have 100 schools, 55,000
students and 4,000 teachers
Central Stores is
where schools
and teachers get
their supplies
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Central Stores is funded
out of the District’s
General Fund budget –
its budget is about
$5.5 million
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The Process
Request is placed
in internal mail
Teachers write out
a request on paper
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Request is delivered
to Central Stores
The receipt clerk
opens and sorts
the requests
Only fully completed
orders are then
shipped to the schools
‘Pickers’ pick up
the requests and go
through the warehouse
picking supplies
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Process Performance
• Average time from order to
delivery is 6 weeks
• Main reason for delay is
‘out of stock’ items
• Often what is shipped is ‘the
best we’ve got,’ though not really
what was requested
6 weeks
Submitted
Orders
Available
Inventory
Delivered
Orders
• Warehouse is very disorganized
– inefficient layout – lots of
surplus inventory
?!
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“This isn’t
what I ordered…”
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The Results
Teachers despise Central Stores – spend their
own money to get what they need rather than
deal with that ‘bureaucracy’.
Central Stores workers despise working
there – “It’s so disorganized. When we do
deliver what we can when we can, those
teachers just yell at us.”
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Teachers complain
to everyone –
including the Board.
Workers complain
to everyone –
including the Board.
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What should I recommend?
Questions?
Work Together
Tell me what to do
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Remember This
Every system produces exactly the result it is designed
to produce – and none other.
We can change the people, the technology, the
resources – but if we don’t change the design, we will
always get the same result.
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The DNA of an Organization Holds Its Design
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Thank You!
Contact Information:
[email protected]
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