Improving value streams in administrative processes can be exceptionally difficult. Even if we want to think from the customer’s perspective and break down functional silos, we all have built-in cognitive barriers that we must overcome. In this session, we will explore why our human nature makes it a challenge continuously improve and what we can do to overcome these limitations.

• Discuss a few common behaviors that get in the way of improvement efforts

• Explore the cognitive biases lurking behind these behaviors

• Provide exercises that can be used to help overcome these barriers