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Wednesday, 15 August 2012 15:17

Clear Predictable Reliable

I recently attended a session at a Lean Systems summit about how a city in New England is working to make licensing and permitting process easier for businesses that want to do business in the city. I was a bit puzzled when the presenter tossed a ball of yarn to a group of us sitting around a table at the session. She asked each of us to hold a piece of yarn and toss the ball to someone at the table who would hold a piece of the yarn and toss the ball again. Time and time again some of us 'dropped the ball' didn't know to whom to pass the ball and in the end we ended up with a tangled mess.

This game of 'yarn toss' was intended to illustrate how frustrating the process was for businesses in this community before they created a system that was 'clear predictable reliable' and has shortened the time it takes for a business to get their licenses in place from three months to a few weeks.

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