FAQ's

How does GAPS^TM improve department operations?
The GAPS^tm program uses the expertise of those closest to the process—those who actually do the job on a day to day basis—to create and implement process improvements. The step by step process starts with training the improvement team participants how to spot waste. Once spotted, the GAPS^tm program provides the tools to minimize or eliminate this waste. The result is a smoother running, less stressful, more customer-focused process. 


Will we always need to rely on the availability of some outside consultant to move forward?
The goal is to transfer the knowledge, tools, and techniques required to successfully conduct departmental events to internal staff. “Train-the-Trainer” certification course along with onsite mentoring for 1-2 events is all the anticipated intensive training required prior to being able to run your own improvement events using the GAPS^tm program. We are not staffed (nor do we plan to staff) to provide ongoing, onsite consulting services to the thousands of municipalities and state governments that will eventually see the tremendous value in the GAPS^tm Program.


How can I stay abreast of the GAPS^TM happenings?
Simply sign up for our newsletter and you will receive ongoing e-mail communication regarding the GAPS^tm community.


How do we get started implementing GAPS^TM ?
The first step is for the leaders and administrators seeking to improve processes within their agencies to attend a day long Principles of GAPS^tm for Public Sector Agencies  (GAPS 101)  In this fast paced, fun seminar, participants will be introduced to the GAPS^tm principles, tools and techniques. They will also have the opportunity to immediately apply what they learn and improve processes in a simulated permitting department. Available GAPS^tm 101 classes and registration can all be accessed at this site.


Can you provide more details about the simulation?
The simulated permitting department process is based on extensive research of permitting processes throughout the United States. Each seminar participant is given a role which he or she assumes through each round of simulation. Key measurements, such as delays in the process, customer satisfaction, and time to complete theprocess are collected during the initial simulation round.  As improvement concepts are introduced, participants get the opportunity to apply these tools in subsequent simulation rounds and see how the key measurements are impacted.  The net result is that participants get to immediately see the benefits of applying the GAPS^tm tools in a public sector environment.


What comes after the one day training?
A departmental process (or processes) with improvement potential is selected and GAPS^tm Mapped. The process is conducted by a certified GAPS^tm Mapping facilitator, but the actual work is done by a small team familiar with the existing process.
The steps consist of:
- Collecting data on the existing process.
- Graphically representing this process.
- Uncovering improvement opportunities within this process.
- Creating a vision of what the future could look like and its overall impact.
- Creating a detailed action plan to make this future vision a reality.

Typically this GAPS mapping process takes three days to complete. 
 

Are there any articles that address the application of GAPS^TM to the public sector?
The public sector has been very slow to adopt GAPS techniques. Mr. Venu Gupta, Superintendent of Buildings and Fleet for thecity of Milwaukee, WI has written a very good article entitled “Why Every Government Agency Should Embrace the Lean Process”. It was published by the American Public Works Association (APWA). You can click here to view this article at the APWA website. 


I (and/or my organization) work (or plan to work) with public sector agencies to help improve their processes.  How can I introduce the GAPS^TM approach to them?
We are anxious to get the GAPS^tm Program effectively introduced to as many public sector agencies as soon as possible.  We know that this can only be done in partnership with others who serve in this arena. We would be glad to partner with you to achieve this objective.  Whether you represent an Educational or Economic Development Organization, are a Trainer or Consultant, or are a Private Citizen, full information can be found in our “Partners” section.