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Jeremy Scrivens relates the story of a recent Appreciative Inquiry with a large Victorian Shire Council that engages the team in transforming a key permit management process, dramatically improving service levels and increasing employee and customer engagement. Appreciative Inquiry (AI) is a transformational framework and methodology designed to engage stakeholders in a positive change cycle. Traditional business change or service process improvement methodologies, such as lean thinking or Six Sigma or TQM, concentrate on problems and energy is spent on fixing broken service work flows. The focus is on returning to the status quo.
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