Curious Cat Management Improvement Blog: Deming, lean thinking, innovation, customer focus, continual improvement, six sigma.
December 28, 2006
Customer Un-focus

Counties caught in conundrum: getting Amish to take food stamps by John Horton

Accepting public assistance is verboten within the Amish culture. It simply is not done. But Taylor is under orders to at least try to get them enrolled. The Ohio Department of Job & Family Services has asked Geauga and Holmes counties, which feature the state’s largest Amish populations, to lift dismal food-stamp participation rates.

Taylor and his Holmes counterpart, Dan Jackson, called the mandate a waste of tax dollars, time and resources. In their eyes, the directive is government bureaucracy that ignores the obvious in setting an unrealistic goal.

Taylor and Jackson said they’ve both asked the state to readjust participation goals for their counties. Carroll said the request is under consideration. This is the first year for the performance standard.

Data, such as participation rates can be used as in-process measures to help you locate areas to look at for improvement. When you discover a good reason for the numbers then look to other in-process measures. Don’t make the mistake of managing to the measure. The measure should help you manage. Improving the number is not the goal. Improving the situation that the number is a proxy for is the goal.

Related: Another Quota Failure Example - Forget Targets - Welfare waste

via: Amish Refusal to Accept Food Stamps Makes Welfare Workers Look Bad

One Response to “Customer Un-focus”

  1. CuriousCat: Confusing Customer Focus Says:

    I agree there are several different customers. This is actually not uncommon outside of government but for government agencies multiple “customers” that might have divergent desires are more frequent. But the “customer” frame of reference I still think has value…

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