GA 251 | Lean in New Hampshire with Heather Barto and Tommy Lencki Jr.


This episode features Heather Barto and Sergeant Tommy Lencki Jr. Heather and Tommy both work for the state of New Hampshire, and they described their involvement in the state’s continuous improvement initiatives.

In this episode you’ll learn:

The quotes that inspire Heather and Tommy (2:24)
Heather’s background (3:51)
Tommy’s background (6:11)
The beginning of lean in New Hampshire (9:08)
The early days (14:33)
Tommy’s initial reaction to lean (17:03)
Examples of improvements (19:35)
How they’ve improved the DMV (21:15)
Understanding your customer (24:01)
Sustaining lean efforts despite new leadership (32:41)

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