PROVIDING CUTTING-EDGE KNOWLEDGE TO …

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PROVIDING CUTTING-EDGE . KNOWLEDGE TO. government LEADERS improving Service delivery in government with Lean Six Sigma S t ra t e g y a nd Tra n sfo rmatio n Series John Maleyeff Professor Lally School of Management & Technology Rensselaer Polytechnic Institute Hartford Campus 2007 S T R AT E G Y A N D T R A N S F O R M AT I O N S E R I E S. improving Service delivery in government with Lean Six Sigma John Maleyeff Professor Lally School of Management & Technology Rensselaer Polytechnic Institute Hartford Campus T A B L E O F C O N T E N T S. Executive Understanding Lean Six What Is Lean Six Sigma?.................................. ..............................8. Relationship to Performance Lean Six Sigma in the Public Success Factors and Examples ........................................ .............12. Using Lean Six Sigma for Unique Organizational Characteristics ........................................ 16.

6 IBM Center for The Business of Government IMPROVING SERVICE DELIVERY IN GOVERNMENT WITH LEAN SIX SIGMA EXECUTIVE SUMMARY Lean Six Sigma provides a means to improve the delivery of services using a disciplined, project-based

  Services, With, Project, Government, Delivery, Improving, Improving service delivery in government with