Chapter 5: Getting it Right

Is your department working below its potential? We’ll show you how to help them step it up a notch.
BY STEVE JAMES

man sitting working at computer

I always thought my employees were super achievers. Five years ago, our accurate and timely reports earned us recognition by the Office of the State Comptroller (OSC) as an outstanding payroll department. Two years ago, a group from the data entry team submitted an idea for a screen improvement that increased the accuracy of their entries. So, when a group from another state came by to observe our best practices, I was certain they'd be impressed with our group. Instead, they made some observations that made me think, “Could we be doing more?”