Lean-ing Into Good Change: An HCV Success Story

摘要

The Housing Authority of the County of Santa Barbara (HASBARCO) wanted to improve their Housing Choice Voucher (HCV) program and to create a program that improved customer service, saved money, and made its operation radically more efficient. With the help of consultants, the agency engaged employees in a process of Kaizen (“good change”) to examine and improve every internal process. The end result was a streamlined, more efficient HCV program that saved money and improved both customer service and employee morale.