USM cases

Starting 2017, Dutch organizations have used USM for the improvement of their service delivery and cases are being documented. In other countries, cases are emerging from 2021 onward, after USM became available in English. This page only shows cases and background material in English. For cases on health care and municipalities in Dutch, please go to the Dutch version of this page.

Government cases

Case 1: Dutch Ministry: Jeroen Bekaert, project manager & coach Process-based Working at a Dutch Ministry, presents the improvement project that started in 2020 based on USM. What was the initial situation, how was the improvement set up and what has been achieved. Involved teams included ICT and Facilities (Building Management, Security, Catering & Mail Handling).

*A USM journey to become a better government service provider, Jeroen Bekaert, 18 May 2022 [01:05']*

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