Pamela Muir is Director, Continuous Improvement with Service Nova Scotia.
Pamela designed, directed and is implementing a Continuous Improvement strategy for SNS – a key driver of its vision of service excellence and public protection. The strategy focuses on building employee and organizational capacity in key tools – Voice of the Customer, Lean Six Sigma, process management and analytics, and embedding a culture of employee empowerment and continuous improvement. To date, the strategy has achieved 3,000 hours of training, $100,000 saved, 10,000 hours repurposed towards client-facing activities, increased capacity and reducing red tape for clients. Service Nova Scotia’s Continuous Improvement strategy enables staff to be responsive, client-centred and supports a more agile organization.
Pamela is a CPA, CA and has spoken at conferences on the role Internal Audit should have within an organization. She has lectured at the university level and presented on behalf of the Institute of Chartered Accountants.