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November Issue of "The Edge"

http://www.thecsaedge.com/EdgeNov09.pdf

Hi Everyone - We all know that good service is fast service. And government is notorious for moving too slowing and having processes that are much to complicated. Red Tape, anyone?

Kaizen process improvement is a quick way to make huge improvements to processes by cutting the seven categories of waste.

Also in this issue...the "3 Ps" of great service. If you are spending money and time on customer service training, that's great. But if you are then sending those staff members right back into the same environment, the training may not "stick." Since great service is more than simply how I treat others, we also have to address the Process and Procedures portion, so the People can be successful.

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