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	<title>Better, Faster, Cheaper &#187; outsourcing</title>
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		<title>Free the Hostages: Sure Governments Are Monopolies.  But They Don&#8217;t Have To Act Like It.</title>
		<link>http://kenmillerblog.info/2009/05/free-the-hostages/</link>
		<comments>http://kenmillerblog.info/2009/05/free-the-hostages/#comments</comments>
		<pubDate>Tue, 12 May 2009 18:47:11 +0000</pubDate>
		<dc:creator>Ken</dc:creator>
				<category><![CDATA[Change]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Government]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[People]]></category>
		<category><![CDATA[We Don't Make Widgets]]></category>
		<category><![CDATA[choice]]></category>
		<category><![CDATA[Culture]]></category>
		<category><![CDATA[Customers]]></category>
		<category><![CDATA[employees]]></category>
		<category><![CDATA[hostages]]></category>
		<category><![CDATA[monopolies]]></category>
		<category><![CDATA[outsourcing]]></category>

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		<description><![CDATA[Government often times doesn't have customers, it has hostages.  That is, customers don't choose us, they don't want to be here and given a choice, they'd run.  If customers don't have a choice, what incentive is there to improve?  This article shows how to manage government as if survival depended on customer satisfaction.]]></description>
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