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Performance Networks by Lynn S. Kahn

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      View 9

Customers

Mapping how customers enter an agency, move through it, and receive services and products is an eye-opening experience. From the manager’s perspective, achieving important goals is a logically organized set of activities—no matter how complex the environment. From the customer’s view, entry into the organization’s processes is often a chaotic experience filled with barriers, bureaucracy, illogical repetition, lost time, wasted resources, and escalating frustrations.

Fortunately, View 9: Customers is both a snapshot of the customer view of services and a blueprint for re-engineering government processes. The customer perspective is the most important path for streamlining government and reducing the waste and costs of inefficiency ...

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