David
I believe that market forces are in place in the public sectors as well,
it is just that the red tape and the hierarchial mentality of the
environment blinds the produces of a product to the customers. I have
found that when I have worked in in the public sector it is the rule
rather then the exception that the obstacle to change was typically a
changeable regulation that was initially developed to support the customer
that you are now trying to serve. Public sector employees are brainwashed
to view procedures and polices as customers and customers as data in
supporting the policies and procedures. What the public sector and many
times academic institutions is that the customer - the student or receiver
of benefits - can chose to go elsewhere, these are the people we should
focus on. The problem with public sector leadership is that in order to
successfully lead a customer revolution one of the learnings that the
employees have to "get" is systems learning. Yea, they have to come to us
now but what about in 5 years.
Most public sector metrics are base on compliance as opposed to customer
or community satisfaction. Test Question: How satisfied are
parnets/pupils with the American education process in developing
productive, positive citizens. Test Question 2: Do businesses regard a
college education as good foundation for a prospective employee or do they
typically feel that they have to supplment the training. Answering these
questions and questions like these will begin to identify tomorrow's
marketplace winners. I wonder if there is a better way that I can invest
$100,000 and four years (my daughter is 5 now) in order to give my
daughter a better life.
On Thu, 8 Jun 1995 BIRRED@dnr.state.wi.us wrote:
> >In my training I use the following definition to determine who the
> >customer is: the customer is the person or body that can make the decision
> >to take their business elsewhere, all others are co-suppliers.
>
[...quote of prev msg trimmed by your host...]
>
> The concept of co-suppliers appears to be gaining popularity and is
> probably seen most often in reference to "partner" relationships, e.g.,
> between a state agency and elements of its regulated community. But this
> phenomenon has only recently been weaned; it must still be hand-fed.
-- James James Moore <zoiho@digex.net>