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Process Improvement & Lean Government

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PSO-402xtraLesson PublicOperations, Process & Performance ManagementIntermediate
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About Course

Course Code: PSO-402

Pillar: Operations, Process & Performance Management

Course Overview: Government processes can accumulate delays, duplication, unclear handovers, rework, and unnecessary steps. Process improvement makes the flow of work visible so teams can address root causes and make services clearer, faster, fairer, and more reliable.

Learners use mapping, analysis, lean principles, simplification, standardisation, and implementation planning to improve public services without treating lean practice as indiscriminate cost-cutting or pressure on employees.

Learning Outcomes:

  • Explain the purpose of process improvement and lean government.
  • Map public service and internal government processes clearly.
  • Identify waste, inefficiencies, bottlenecks, duplication, rework, and service delays.
  • Apply root cause thinking to operational and service problems.
  • Use lean principles to simplify workflows and improve service value.
  • Recommend practical improvements that support efficiency, fairness, quality, and citizen experience.
  • Support implementation of process improvements through communication, ownership, and follow-through.
  • Develop a practical process improvement and lean government action plan.

Target Audience: Public servants involved in operations, service delivery, process ownership, citizen service, quality, performance, reporting, digital transformation, or continuous improvement.

Course-specific Learning Experience: Learners engage through focused video overviews, audio deep dives, study guides, practical examples, reflection prompts, workbook activities, applied tasks, discussion activities, knowledge checks, and end-of-module quizzes. Activities use process maps, waste and root-cause analysis, lean techniques, testing, standardisation, and implementation planning for public-service workflows.

Course Structure: 5 modules / 20 lessons.

Special Feature: Every module concludes with a Putting It All Together audio deep dive that connects the key lessons and supports reflection and practical application.

Pathway Focus: Map the process. Remove waste. Sustain better workflows.

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Course Content

Course Introduction
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  • PSO-402 Process Improvement & Lean Government
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Foundations of Process Improvement and Lean Government
This module introduces Foundations of Process Improvement and Lean Government within Process Improvement & Lean Government. Introduce learners to process improvement and lean government as practical methods for improving public service delivery, reducing inefficiency, and creating better public value. Learners explore Understanding Process Improvement in Government, What Is Lean Government?, Value, Waste and Citizen Outcomes, and Continuous Improvement Mindset.

Process Mapping and Workflow Analysis
This module introduces Process Mapping and Workflow Analysis within Process Improvement & Lean Government. Help learners map government processes clearly so they can understand current workflows, identify handovers, clarify ownership, and detect bottlenecks or inefficiencies. Learners explore Understanding Government Processes, Mapping the Current Process, Identifying Bottlenecks, Delays and Handover Gaps, and Understanding the Citizen and Employee Experience.

Waste, Root Causes and Improvement Opportunities
This module introduces Waste, Root Causes and Improvement Opportunities within Process Improvement & Lean Government. Enable learners to identify common forms of waste in government processes, analyze root causes, and prioritize improvement opportunities based on impact and feasibility. Learners explore Identifying Waste in Government Work, Root Cause Analysis for Process Problems, Prioritizing Improvement Opportunities, and Avoiding Common Improvement Mistakes.

Lean Improvement Techniques for Public Services
This module introduces Lean Improvement Techniques for Public Services within Process Improvement & Lean Government. Introduce practical lean techniques that public servants can use to simplify processes, reduce errors, improve flow, standardize work, and strengthen service quality. Learners explore Process Simplification, Standardization and Consistency, Error Reduction and Quality Improvement, and Improving Flow and Reducing Waiting.

Implementing and Sustaining Process Improvements
This module introduces Implementing and Sustaining Process Improvements within Process Improvement & Lean Government. Help learners turn improvement ideas into practical action through stakeholder engagement, implementation planning, communication, measurement, review, and continuous improvement. Learners explore Designing the Future-State Process, Stakeholder Engagement and Change Readiness, Measuring Process Improvement Results, and Process Improvement and Lean Government Action Plan.

PSO402 Learning Resources
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