Helsingin Sanomat, one of the main newspapers in Finland, published an article on a “magic trick” performed in the public home care for the elderly in the city of Helsinki. This magic trick reduced the workload of personnel while improving the well-being of their customers. (Here is a link to the article itself, it is in Finnish)
Obviously, there is no actual magic at work – just work. However, it looks like an interesting case of process improvement in services, so let’s take a look at what Helsingin Sanomat reported on the new system and what kind of general framework this work is linked to.