This session provides participants with an overview of key tools implemented by the City of Richmond’s Business Improvement Team to support business areas to self-reflect on what they do, brainstorm opportunities for improvements and apply that learning to service delivery. Examples of how collaborative and participatory approaches are being applied to process mapping and root cause analysis to support continuous improvement will be shared.
About the speaker
Mandeep Bains is currently the Manager of Continuous Improvement with the City of Richmond. She is one member of a dynamic and innovative Business Improvement Team at the City that works in collaboration with business areas across the organization to design practical solutions to improvement opportunities and enhance operational effectiveness. Prior to joining the City, Mandeep worked with the Government of BC where she was responsible for program design, evaluations, and performance measurement engagements that examined the relevance, effectiveness and efficiency of programs and services which supported immigrant settlement and built the capacity of organizations and communities to be inclusive and welcoming.
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