From process to

people: our story

Efficiency is doing things right;

effectiveness is doing the right

thing...

Peter F Druker

Key outcomes: • For our Customers:

A good experience at every library, on every visit

• For our Staff:

Great job satisfaction, focusing on customers not

processes

• For the Organisation:

Provide best value services, enhancing the

reputation. Delivering services and outcomes for

Northamptonshire County Council

Removing the boulders, smoothing the flow

Never ending cycle of process...

From this....

And this.....

And this...!

To this

Thinking Lean...

Normality Curve

Green line

Positives and negatives Positives of the current way

Positives of the new way

Negatives of the current way

Negatives of the new way

27,000 hours