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This paper aims to describe how lean performance improvement principles helped transform an integrated healthcare system’s talent acquisition team to best in class.

Spectrum Health’s talent acquisition team is needed to change its functional processes to better achieve its recruitment goals. In 2013, the system’s talent acquisition and process improvement teams partnered to conduct a value stream analysis, followed by five rapid improvement events and project work. Structural and institutional changes were defined and implemented. Significant cultural change toward a philosophy of continuous improvement was accomplished through the use of managing for daily improvement huddles and other efforts. The focus throughout was on lean thinking, change management and achieving meaningful results.

After the lean process implementation, time to fill for open positions was reduced by 10 per cent. The offer acceptance rate increased from 96 to 99.6 per cent, with fewer than 25 turndowns annually. Customer and candidate satisfaction has been maintained at above 90 per cent and operating in a culture of continuous improvement has spawned several additional benefits.

Lean principles applied within human resources functions can drive significant business results.

The findings of a study on the cost‐effectiveness of using computer‐based training (CBT) in the Post branch of the Dutch PTT are reported. A cost‐effectiveness model is drawn from the literature and used in the study. The results indicate that CBT can be successfully integrated within a course of study.