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.  His second book, We Don't Make Widgets is available from Governing Press.

Ken lives in Kansas 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.