In systems thinking it is vital to understand how the ‘work works’ to enable the ‘customer’ to pull the work through the delivery processes. To minimise the ‘loss to society’ this creates it is crucial to work to continually reduce the resource intensity of these processes, eliminating redundant ones as they are identified and isolated.
The public sector provides many instances of, essentially redundant processes, that arise out of political and civil service intervention that starts to drive the work instead of the customer. E.g. SATS Tests
A 2005, Vanguard Consulting report on service improvement in Housing can be supplied on request from email@example.com
See link to Systems Thinking on the sidebar