Process management as a lever for managing social problems

Purpose - In The Netherlands it has become apparent that disruptive dysfunctional families do not receive the treatment and support they need. This has forced a breakthrough in critical social problems and creeping bureaucratic paralysis. This paper aims to investigate this issue. Design/methodology/ approach - The paper illustrates how process management can be used successfully as a methodology to lever a social problem, namely with dysfunctional families with disruptive behaviour. In Amsterdam a revolutionary approach has been implemented in a pilot of five severely multi-problem families. Findings - It was found that the system of family care itself is responsible for dramatic family problems and low effectiveness of the programs. The pilot was evaluated and it was concluded that the model is successful. Families get a well-managed and engaged supply of care, coaching and supervision. Waiting queues are by-passed, evidence-based family therapy is available, the process is consistent and binding to both parties involved. Social implications - The model is being implemented throughout the city since the (Board of) Mayor and Aldermen invited other boroughs to adopt this approach and improve cooperation in the care supply chain. Originality/value - The case study suggests that process management can have a large beneficial impact on managing various current social problems. © Emerald Group Publishing Limited.