through an exciting simulation, humorous examples and innovative exercises, you will learn:

the 3 myths that keep government from radically improving

how to diagnose the real issues affecting your agency’s performance and pinpoint the right processes to work on

how to intuitively see the 80% improvement opportunity inside every process

use an innovative flowcharting tool to map your own process that will make improvement opportunities glaring

how to create change without the mugs and t-shirts

March 30-31, 2010Tallahassee, FL

A hands-on, exercise and simulation-based workshop with Ken Miller, the author of We Don’t Make Widgets

Radical Ideas. Passionate People. Big Solutions.

earn 16 CPE credits

radical process improvementincreasing our capacity to do more good

a mind-blowing retreat; part of the We Don’t Make Widgets series

This event is an intensive two-day program that will radically transform your organization. The workshop combines the revolutionary concepts of Ken Miller’s book We Don’t Make Widgets with the practical yet mind-bending tools and techniques from his book The Change Agent’s Guide to Radical Improvement. Come with a big issue, leave with a big solution.

“In these incredibly tough budget times, you would think government agencies would be working extra hard to find ways of doing things more efficiently. Unfortunately, leaders across the country are grabbing the same old playbook - hiring freezes, travel restrictions, delaying maintenance and so on.

They’re not examining the actual work being done - the operations are fundamentally the same. Instead, they’re left with tired, overworked employees trying to do the same operations with fewer resources.

This approach creates an illusion of efficiency. Real efficiency is about looking at the systems - the way work itself is designed - and finding ways to streamline the work so that we do our important tasks very well in less time with less hassle. Systems are where the costs are incurred. Systems are where the customers show up. Systems are where the value of the agency is created. And systems appear to be the last thing anyone is focusing on.” (Ken Miller, “The Promise of Going Lean”, Governing Magazine, May 2009)

The Radical Process Improvement workshop will teach you all the concepts, principles and tools you will need to fix the systems in your government agency. Past participants have cut waiting times in half, eliminated environmental permitting backlogs and sped up processing by 80%, sped up the tax refund process by 80% at less cost and streamlined a government procurement process by 97%.

This fast paced, hands-on workshop dives right into the issues that matter in your organization so you can go back to the office and make a long-lasting impact on your operations. Through a fun competitive simulation, mind-blowing exercises and humorous examples, we will provide proven techniques that government managers can use to dramatically improve process performance and customer satisfaction.

“All of my objectives for attending were met and then some! I learned a fresh approach to change and the resources provided were great. Everything was on point!”

- Director, Internal Revenue Service

agenda march 30, 2010

Radical Ideas. Passionate People. Big Solutions.

day onemorning

• we don’t make widgets: changing the way we think about government

• the 3 myths that keep government from radically improving• we don’t make widgets• we don’t have customers• we’re not here to make a profit

• the evolution and drivers of customer satisfaction in government• who is the customer? the trick that ends the debate• balancing competing interests among customers• understanding “profit” in government• driving staff satisfaction through “profit sharing”

afternoon

• the widget factory - a highly competitive game that intuitively teaches the principles for improving processes by 80%

• widget factory debrief - putting fancy names to the concepts the group intuitively grasped

• why processes get so messed up• the new thinking on designing processes• the relationship between speed, cost and quality• the tactics for: improving process speed by 80%, reducing cost and

improve accuracy• creating buy-in and ownership from process stakeholders

“This training needs to be a part of all government training curriculums. Thanks, it was a blast!

- CIO, City of Tallahassee, FL

“This is the best class I’ve had in years!”

- Chief, Consumer Services and Compliance Management Units, Florida Department of Health

agenda march 31, 2010

Radical Ideas. Passionate People. Big Solutions.

day twomorning

• the process improvement process using an innovative process mapping method (for individual attendees, this will be applied in a group exercise with one process being selected from each group or a case study will be provided for you. if you come in a group, you will have the opportunity to map your own process.)

• observe the process: structuring a process walkthrough, what to observe, the magic questions to ask to find the 80% improvement opportunity

• flowchart the process: seeing the customer’s process, understanding time, waste and cost and an innovative flowcharting tool

• measure process performance: what to measure and the secrets to painless data collection

• improve the process: the enemies of speed, tactics for reducing process time, redesigning processes for speed, improving process accuracy and understanding variation

afternoon

• wrap-up mapping exercise and lessons learned• changing the culture to support the process change• how to create positive change through projects• the 5 ways to ruin your change initiative: understanding how to make

it happen back at the office

“Absolutely one of the best workshops on quality I have ever attended. So clear and practical.”

- Associate Director for Regulation & Quality, NC Board of Nursing

“I thought this was an excellent training and it provided the tools I need to create focused change in our agency.”

- Deputy Director, Division of Juvenile Justice, State of Alaska

In this workshop, you will learn how to:• Diagnose the real issues affecting your organization’s

performance and pinpoint the right processes to work on

• Intuitively see the 80% improvement opportunity inside every process

• Measure the right things to improve process performance and customer satisfaction

• Use innovative flowcharting tools that make improvement opportunities obvious to everyone

• Streamline a process by 80% and change the culture to support the new process design

About Ken

Ken Miller is the founder of the Change and Innovation

Agency, a firm dedicated to helping its clients radically improve.

Ken was named one of the country’s top change agents by

Fast Company Magazine (by a judging panel that included

Tom Peters). He has worked with amazing people in tough

environments to tackle the big issues like:

• How can we best organize the resources of a community to

fight poverty?

• How can we overcome the barriers that prevent most inner

city kids from going to college?

• Where’s my tax refund?

• How do we make a child abuse hotline as responsive and

reliable as 911?

• How can we get union workers in psychiatric facilities to say

“Thank God it’s Monday”

• How can we bring the radical improvements of

manufacturing to the 85% of the workforce that doesn’t

make widgets?

• Why is this DMV line so brutally long?

As Deputy Director of the Missouri Department of Revenue he

led the effort to transform a government agency responsible for

collecting taxes and licensing cars and drivers into a State

Quality Award winner – one of only a handful of government

agencies in the country to receive such a distinction. In the

three years he was there, they reduced the time to issue tax

refunds by 80% (fastest in the nation) at less cost and cut wait

times in motor vehicle offices by half. Ken was then named

Director of Performance Improvement for Missouri State

Government, one of only two states to receive an A grade from

Governing magazine for Managing for Results.

Ken is the author of The Change Agent’s Guide to Radical

Improvement and We Don't Make Widgets: Overcoming

the Myths that Keep Government from Radically

Improving.

Ke

n M

ille

r“We Don’t Make Widgets is an eminently readable treatise on how government should rethink its approach to everything from child protection to issuing drivers’ licenses. Miller’s send-ups of blue ribbon panels, performance-based budgeting, pay-for-performance, and reorganization as governmental panaceas are worth the price of the book.”

-- Jonathan WaltersStaff correspondent for Governing magazine and author of Measuring Up: Governing’s Guide to Performance Measurement for Geniuses (and Other Public Managers)

“Don’t buy this book if you expect to have all of your management and leadership skills validated. Don’t buy it if you want a book that will make you comfortable. But if you want a book that will stimulate your thinking about performance measurement, that has the potential to change how you lead your work team or organization and provides concrete steps for doing so, then this is the book for you.”

-- Michael Lawson! Director, ICMA Center for ! Performance Measurement

Praise for We Don’t Make Widgets

!"##$%&'($#)*&#+,&+,#-. radically improve performance

Read excerpts at www.wedontmakewidgets.com

WilliamJBott

ChangeAgentSpeakerandAuthorStrategistProcessImprovementConsultantTechnologyStrategist

Consulting Partner with The Change and Innovation Agency The Change and Innovation Agency is a team of award-winning change agents that provide ideas, methods and tools to help organizations radically improve performance. Our clients come to us not for quick fixes or small improvements, but to radically change their culture.

2007Governing Magazine’s Public Official of the Year

Bill Bott has facilitated change in almost every aspect of public service. He started his career working at the federal level with the Department of Defense, and then moved to state government. From launching satellites to controlling prison populations to consolidating technology infrastructures, his award winning work is a culmination of his dedication, work ethic, and well rounded background.

Always excited to tackle the challenges of change, his work utilizing the CIA concepts in the public sector won him recognition as one of 2007 Governing Magazineʼs Public Officials of the Year and one of Government Technologyʼs 2008 top 25 Doers, Drivers and Dreamers as well as top honors for improvement teams including a Missouri Team Quality Award and an American Business Award.

Proven MethodsBill uses a team approach to tackle organizational challenges such as strategic planning, process improvement, project management, customer satisfaction, and problem solving. Using the same tools developed by leading private sector companies he facilitates change from within the organization.

Radical ResultsBetween 1999 and 2008 Billʼs work has directly contributed to over $200,000,000 in hard dollar savings for his clients. Most recently his work facilitating the consolidation of IT functions has resulted in a 10% reduction in technology spending while maintaining or improving customer service for the State of Missouri.

thereisa

toradicallyimproveperformance

betterway

573.353.0174 Bill@changeagents.info

www.changeagents.info

Kung Fu Managementhttp://www.govtech.com/pcio/581137

Customer Satisfaction Without Surveyswww.govtech.com/gt/articles/285962?id=&story_pg=1

Rising to New Levelshttp://www.govtech.com/pcio/articles/128297

Recent Articles

Registration Option One: Please go to our website at www.c4ri.org to register online for this event.

Registration Option Two:Please email Mike Donnellan at donnellan@c4ri.org to register for this event.

Registration Option Three:Please call the Center at 703-286-7900 and ask for Mike Donnellan to register for this event.

Registration/Breakfast Hours:7:30 a.m. - 8:30 a.m.

Workshop Hours8:30 a.m. - 4:30 p.m.

Lunch Hours12:00 p.m. - 1:00 p.m.

Office Hours:4:30 p.m. - 5:30 p.m.

*these times apply for each day

venueThe Radical Process Improvement Workshop will be held at the Aloft Tallahassee Downtown.

Aloft Tallahassee Downtown200 North Monroe StreetTallahassee, FL 32301

We have reserved a limited number of hotel rooms at a discounted rate of $149/night. To make a hotel reservation, please contact the hotel directly at 850-513-0313 and mention you are with The Center for Radical Improvement group.

what you will receiveworksheets where you will apply the tools to your own specific project or process

copy of We Don’t Make Widgets: Overcoming the Myths that Keep Government from Radically Improving

flash drive with innovative tools you can use back at the office

practical examples, simulations and exercises for immediate takeaway and application

networking list provided after the event to keep in touch with the people you meet

pre-workshop phone call to determine your expectations, what outcomes you are looking to achieve and what project or process you are going to bring to the event to improve so we can tailor the workshop accordingly

tuitionflorida government discount (includes state, county and city government in the State of Florida)

early bird tuition $695 (if you register by February 26, 2010) regular tuition $795

all other government agencies

early bird tuition $795 (if you register by February 26, 2010) regular tuition $895

for group discounts please call Mike Donnellan at 703-286-7900

to register please go to our website at www.c4ri.org or call Mike Donnellan at 703-286-7900 for more information

we accept all major credit cards, checks and purchase orders

Cancellation Policy: You may have someone attend in your place at any time. If you cancel your registration at least 15 business days prior to the event, you will receive a full refund minus a $50 cancellation fee. If you cancel less than 15 business days prior to the event, you will receive a credit towards a future event. Keep in mind, you may always have a replacement and we will do everything we can to work with your specific situation.

about the centerThe Center for Radical Improvement is a government think-tank devoted to improving government performance by bringing passionate people together around radical ideas to solve big problems. By combining cutting-edge, alternative thinking from new thought leaders and inspiring, retreat-like learning experiences, our participants leave with totally new ways of tackling age-old problems.

You wouldn’t expect radical ideas to come in stuffy seminars or dreadful PowerPoint slides. That’s why we bring you different options and completely different experiences. However you engage with The Center for Radical Improvement, we promise you a unique, rewarding experience.

we promise No buzzwords and jargon. Putting two buzzwords together does not make it a new idea No panels where people say “I don’t mean to repeat everything the first speaker said” and then do anyway No “best practices” from people whose only expertise is that they tried it three months before you did No conference bags with more logos than a NASCAR driver Not to say a session is going to be interactive and then proceed to never ask a question or engage the audience Not to try to solve all of your problems or provide you with strategies from 30,000 feet

So now that you know what we won’t do, you are probably wondering what we will do! We guarantee that you will be provided with: new ideas with hands-on application, tailored to your specific issues from engaging experts who can actually teach. We obsess over every detail of the experience. You bring an open heart and an open mind and we will take care of the rest.

how you can interact with the centerAttend innovative and thought-provoking dialogues, forums and retreats delivered by proven experts who have made it happen

Attend problem-based events where government managers from around the world come together to tackle a specific issue to and leave with tangible strategies for implementation

Come to the Crisis Center where you can schedule your own event catered to your team to fix a problem immediately and come out with an innovative, actionable and lasting solution

Attend breakfast keynotes and book signings led by leaders in the field for the dissemination of best practices and lessons learned

Check out our online resource center where you can view the latest articles, white papers, videos and webinars from top change agents

Live web conferences where you and your team can tackle a specific problem immediately without the hassle of travel expenses

The Center for Radical Improvement is registered with the National Association of State Boards of Accountancy (NASBA), as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be addressed to the National Registry of CPE Sponsors, 150 Fourth Avenue North, Suite 700, Nashville, TN, 37219-2417. Web site: www.nasba.org

Earn 16 CPE Credits Prerequisites: Pre-Workshop CallProgram Level: Intermediate Field of Study: Management Advisory ServicesDelivery Method: Group-Live

Contact Information: For more information regarding a refund, complaint and/or program cancellation policies, please contact our office at 703-286-7900.