Tag: Public Manager

Professional Development

Be a Better Boss

When I became a new supervisor in 2008, I realized right away that I was woefully under-prepared. My agency offered no training at all! I was a newly minted public librarian so I dug into our collection and started reading. I spent the next decade reading every kind of management book, psychology book, and motivational book I could find.

Here are my reading recommendations for your path to being a better boss: Read more “Be a Better Boss” →

Professional Development

Keeping Up with Continuous Improvement

No matter how well your office is running, there is always room for improvement! Consistently looking for ways to improve your processes can lead to greater efficiencies and cost savings in the long run. Models like Six Sigma and Kaizen are often used to help identify ways to improve on a day-to-day basis. This process of continuous improvement can help eliminate inefficiencies and wasteful activities or time-consuming steps in the procurement cycle. It’s about taking a critical look at your processes, finding gaps and opportunities for improvement. Read more “Keeping Up with Continuous Improvement” →
Professional Development

3 Ways to Simultaneously Improve Employee and Customer Satisfaction

In the world of modern procurement, your office is constantly doing business with citizens, vendors, and government agencies. Leaving a lasting positive impression on your customers is a key component of your central procurement office’s ability to conduct its mission. Happier employees will help you accomplish those customer service goals.  Customer service and agency relations  is number one on the 2019 NASPO Top 10 Priorities, cementing that customer satisfaction is important to CPOs across the country. When the ultimate end user in every procurement transaction is the taxpayer, each step in the procurement process is important, including customer service.  In 2003, two Canadian policy analysts conducted a study concerning public employee’s job satisfaction and customer satisfaction with government goods and services. They discovered the relationship between employee and customer satisfaction is reciprocal in nature. By investing in employee satisfaction, you will simultaneously see improvement in your customer satisfaction and agency relations. That’s two improvements with one action – two satisfactions with one procurement stone. Read more “3 Ways to Simultaneously Improve Employee and Customer Satisfaction” →