Ken
Miller is the founder of the Change
and Innovation Agency, a firm dedicated to helping its clients
radically improve performance. Named as one of the country’s top
change agents by Fast Company Magazine (by a judging panel that
included Tom Peters), he has put his concepts in place in some
of the most difficult environments.
As Deputy Director of the Missouri Department of Revenue he led
the effort to transform a government agency responsible for collecting
taxes and licensing cars and drivers into a State Quality Award
winner – one of only a handful
of government agencies in the country to receive such a distinction. In the
three years he was there, they:
- Reduced the time to issue tax refunds by 80% at less cost (fastest in the nation)
- Cut wait times in motor vehicle offices by half
- Slashed the lifetime cost of bureaucracy to citizens in half
Ken was then named Director of Performance Improvement
for Missouri State Government. He led award winning performance measurement
initiatives as well as a series of transformation projects resulting in
over $200 million dollars in savings. He served 5 years on the prestigious
panel of judges for the Missouri Quality Award.
Ken is a former partner in the customer satisfaction consulting firm of International
Management Technologies. Some of IMT’s clients have included Motorola,
AT&T, Eastman Kodak, 3M, Microsoft, Northwest Airlines and the Department
of Defense. Ken worked with numerous clients in diverse industries on improving
customer satisfaction, radical process improvement, and innovation.
Ken’s book The Change Agent’s Guide to Radical Improvement is
available from ASQ Quality Press.
Ken lives in Jefferson City, Missouri with his incredible wife Jennifer and
their two kids Alie and Will. He is a recovering golf addict and moonlights
as a lead guitarist in a local band.
