GAPS - Process improvement consulting, Management performance improvement, Process improvement programs for Public Sector Agencies

Are there some things that are done as part of your job that makes no sense? In other words, are there things that if the funders of your agency were to read about in the newspaper, they would just be baffled in understanding why this is occurring? If your agency is like most, there are definitely quite a few things that fall into this category. These typically are the source of large amounts of workplace stress and are also typically accompanied by the customers of the services that you provide being less than satisfied. This is what GAPS^tm identifies as "waste". GAPS^tm is about rooting this out and figuring out ways to do things better. It is NOT about you working harder or increasing your level of stress. Its success depends on your knowledge of the processes you perform on a regular basis and making them better. The improvements sometimes seem miraculous, but they are just implementing the great improvement ideas that you have in order to eliminate waste. In this way, there is more time to spend on things that really matter while doing a lot less of the "stupid" stuff. (And, let's be truthful, pretty much all of us do things in our day to day jobs to meet the needs of our customers that someone observing would ask incredulously "why do you do it that way?")

The GAPS^tm approach is a team approach. It requires those on the team (typically comprised of those performing the process, those managing the process, and a few from outside the process [for a fresh perspective]) to take a timeout and:

Fully convey to those unfamiliar with the process exactly what is happening through a visual representation (called GAPS^tm Mapping).
Identify the problems (where waste is occurring) in the current process.
Visualize and clearly define what an improved process would look like in this area. How will we all objectively know that the process has improved?
Develop a detailed action plan to take you from what you are doing today to the improved process that you envision.
Execute the action plan (Do it!).
Start all over from step 1 on a different process. Or, after the improved process has been in place for awhile, start again at step one to continue making the same process even better.

The beauty of the GAPS^tm program is that it can finally "stop the madness" of applying band-aid after band-aid to get the work out. It drills down past the symptoms to the root cause to uncover and fix the real problem (the cause of the waste).

As you learn more about GAPS^tm , you will find that processes ripe for improvement often meet one or more of the following criteria:

The process frequently requires heroic activity to meet the needs of your customers.
The level of effort to make the process work correctly results in high levels of stress.
When someone (may be you) goes on vacation, she returns to a mess left when others tried to "help" in your absence.
The process so convoluted that it is almost impossible for most others to understand.
Steps occur in the process that makes you wonder "why do we do things this way?" but there is not a satisfactory answer.
Leaders at your agency would be surprised (may be even shocked!) if they were aware of all the steps required to make something happen. If any processes in your agency meet any of this criteria, GAPS^tm is worth exploring by attending our day long Principles of GAPS^tm for Public Sector Agencies. Unlike a typical training course, this GAPS^tm training features a highly interactive (and fun!), hands-on simulation of a municipal department that allows you to practice implementing the GAPS^tm tools that you will learn that day.

The first steps are to encourage leaders in your organization to either attend a public Principles of GAPS^tm training or bring Principles of GAPS^tm for Public Sector Agencies to your agency. The ultimate goal is to transfer the knowledge (through a Train the Trainer certification program) to effectively deliver this and the GAPS^tm Mapping sessions to your agency in order to continue this process at your pace without reliance on an outside facilitator.

How would your worklife be if the processes you do on a day to day basis were not so laden with unnecessary, wasteful steps? Would there be less stress? Happier customers? Simply more fun to be at work?

We look forward to helping you create a better workplace. Whatever we can do to support your efforts, please let us know.