Service Delivery Management - Kaizen Way

Change Management in the public service delivery management practice, in Indonesia or any country, need to be consider to its human resources aspects and its organization cultures. In could be happen in the water supply, SME support, health, education services, etc.

There are two ways of change: revolution or evolution. Innovation follows by radical change. Or step by step continuous improvement. However, if we try to change by ourselves, any drastical change usually will be difficult. It is because our mind will reject something that threat our comformity. In our brain there is an 'amygdala' that work to protect or remind us from situation that will threat us (our life). It is a warning for "fight or flight" action. It is useful to protect us from wild anymal or something that threat our life, but it is not good for our plan for change.

Fortunately there is a good news. Kaizen is method for change without pain. Kaizen is a continuous improvement. Dr. Robert Maurer, a psycho-therapist use 'kaizen' that originally for improvement in manufacturing, to used in personal and group improvement.

Kaizen or continuous process improvement could be an approach for bureaucratic reform. Especially in the improvement of service delivery process, where civil servant who opeate and manage it tend to resist against change.

In the situation where incentive or reward for improvement effort is not clear. People tend keep status quo, any change that make stress and worry, tend to be rejected. So that, a silent or elegant approach in public service delivery management could be appropriate for them.

It could be implemented in public service delivery management improvement in the water supply, SME support, health, education, solid waste management, etc.(Risfan Munir, Senior Public Service Management Specialist, ex LGSP)