Written for management at every level of government, Ken Miller’s book explodes the myths that prevent dramatic improvement in government operations. If you’re interested in a new way of thinking about what you do, who you do it for, and why you do it, this book is for you. Read it and manage with the best!
“Not since the publication of Measuring Up: Governing’s Guide to Performance Measurement for Geniuses (and Other Public Managers) by Jonathan Walters have I had such a laugh-out-loud read of a book on performance measurement. But be warned: Don’t buy this book if you expect to have all of your management and leadership skills validated. Don’t buy it if you want a book that will make you comfortable. But if you want a book that will stimulate your thinking about performance measurement, that has the potential to change how you lead your work team or organization and provides concrete steps for doing so, then this book is for you.”
– Michael Lawson, Director, ICMA Center for Performance Measurement
“Ken doesn’t just write about radically improving government operations, he has done it! Using the tools he sets forth in his book, Ken helped transform programs as diverse as license bureau services, income tax processing systems and child-abuse hotline operations to provide just what citizens expected: shorter wait times, quicker income tax refunds and more efficient and accurate handling of hot line calls. In the process, he built teams of dedicated state employees who know that they hold the key to the continued improvement of government services.”
– Michael Hartmann, Chief of Staff to Missouri Governors Mel Carnahan, Roger B. Wilson, and Bob Holden