Scottish Executive-commissioned research into an innovative business technique
shows it could improve the quality and productivity of public services
Research conducted by Warwick University Business School examined the use
of Lean business techniques in some public sector organisations. It showed
organisations could use Lean to achieve better quality services with less
bureaucracy and costs.
Improvements delivered include:
- Cutting end-to-end time for adaptations to housing for disabled people
from over 200 days to 12 days;
- Reducing time for local authority to remove abandoned vehicles from
average of 28 to 3 days;
- The percentage of cancer patients being met within the target of 62
days rose from around 40 per cent to around 80 per cent;
- A reduction in the average time to first appointment for cancer patients
from 23 to 12 days;
- The average time taken for processing a planning application was reduced
from five days to two days; and
- Skilled caseworking staff turnover reduced from 25-50% per year to 4%.
Better understanding of the processes increased staff morale, improved
customer focus and provided the basis for creating and embedding a culture
of continuous improvement.
The full research report is available online at: www.scotland.gov.uk/socialresearch
