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How Organizational Chaos Destroys    Improvement Initiatives &       What to Do About It           Karen Martin           ...
 Founder: Karen Martin & Associates, LLC (1993). Consultant / Coach: Lead Lean transformations & develop people in offic...
Topics  • Why Lean, Six Sigma, and other improvement     efforts don’t deliver the results you want and     need.  • The f...
Success with Improvement                                       2001 – The Economist             70%                       ...
…A Decade Later                                        2010 – Accenture                  80%                  70%         ...
To Err is Human                     Institute of Medicine, 1999                  Up to 98,000 deaths                  annu...
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To Err is Human Institute of Medicine, 199998,000 lives lostImprovement Goal:Reduce by 50% in 5 years.                    ...
Not. Even. Close.© Karen Martin & Associates, LLC               9
Something Is Terribly Wrong…                                                                                              ...
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We need to                                    improve                                     how we improve.                 ...
Self‐inflicted© Karen Martin & Associates, LLC
A Chaos‐Cracked Foundation                                 Can’t Support Excellence© Karen Martin & Associates, LLC       ...
Mindsets &      Behaviors     that Reduce        Chaos© Karen Martin & Associates, LLC
“Effectiveness is a                                          habit.”                                            — Peter Dr...
Clarity                              Engagement        Focus                                      Discipline© Karen Martin...
How Does Your Organization Rate?        1. Clarity – Truthful, accurate, timely, relevant,            unambiguous informat...
© Karen Martin & Associates, LLC
© Karen Martin & Associates, LLC   20
How Does Your Organization Rate?     1. Business Goals & Priorities – What are you striving for?         What’s important ...
22
Gaining Clarity: How Work Gets Done                                Value Stream Maps© Karen Martin & Associates, LLC
Key Process Metrics: Quality      • %Complete and Accurate (%C&A)              – % of incoming work that’s “usable as is”;...
How clear is the information                                  needed to perform work?                                     ...
Measuring In‐Process Quality                                                  Customer                                    ...
How are you performing?              Gray – Highest industry quality scores              Purple – Median industry quality ...
“Going to the gemba       has been life changing       for me as a leader.”             ‐ Ginny Cattaneo, Sr. VP, Franklin...
Truth      Truth          Truth              Truth                  Truth                      Truth                      ...
Booz & Company Findings                    90%                                                                 82%        ...
“The difference between successful people                       and very successful people                          is tha...
Distraction Kills© Karen Martin & Associates, LLC                       33
The Master of Focus        “…saying no to 1,000 things to         make sure we don’t get on the         wrong track or try...
To create new      ideas is a gift, but      to choose      wisely is a skill.            ‐ Ryan Morgan© Karen Martin & As...
There is no such thing                   as multitasking.*        * For cognitive tasks.© Karen Martin & Associates, LLC
Timed Activity                                   Focus reduces chaos.      1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 Round...
Improve Productivity through Greater Focus                                   Productivity (Pounds Produced / Hr Worked)  1...
Company ABC                               Product Launches Per Year                      80                               ...
Rockwell Automation               25                                    20               20                               ...
Recession deepens 2.5x               more Medicaid patients ThedaCareImplements   Strategy Deployment                     ...
Create an Annual Work Plan    1. Gain clarity and consensus around overarching        business needs.    2. List everythin...
PACE Improvement Prioritization Grid ‐ Example                                                     9                      ...
Prioritization Grid                                                                1                                      ...
Downloadable Excel Prioritization Chart                                                               The Outstanding Orga...
Annual Improvement Plan                                                                                  Company ABC      ...
Strategy Deployment Key Feature:                                         Catchball                 What?                 H...
Frequent Status Meetings Assure Ongoing Alignment & Distraction Avoidance                        48
Avoiding the “Shiny Ball Syndrome”                            Requires the 3 C’s:    • Clarity – about what really       m...
Greatness results fromDisciplined people engaged in disciplined  thinking that leads to disciplined         action.       ...
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Discipline:                               A deliberate practice                              repeatedly performed.        ...
Practice vs. Performance                                                                  Perform                         ...
Building mastery takes 10,000 hours                           of deliberate practice© Karen Martin & Associates, LLC      ...
Areas in Business & Government                  That Benefit from a Disciplined Approach      •     Planning      •     De...
“It takes a different kind of thinking to              solve a problem than the kind of thinking                     that ...
“Most people spend more time and                             energy going around problems                                 ...
The Scientific Method for Problem Solving                                      and Improving© Karen Martin & Associates, L...
Clarifying the PDSA Cycle                    Phase                             Detailed Steps                             ...
Developing PDSA Capabilities               Complex             • A3 Management                                   • Kaizen ...
Areas in Business & Government                  That Benefit from a Disciplined Approach      •     Planning      •     De...
Standard Work Practices (Discipline) Produce                        Consistent Results                                    ...
Every key process…                          2‐5 Key Performance Indicators                                   Monitored Con...
Processes MUST be Clearly Documented,                            Monitored & Improved                                     ...
We need to shift our focus from                               managing   people                       to managing processe...
Criteria for “Minding the Store”        • All processes MUST have a process owner.                – Closer than farther fr...
Don’t Look Away. Ever.© Karen Martin & Associates, LLC                    68
© Karen Martin & Associates, LLC
Energy Crisis: Widespread Disengagement                                          70
Engagement Drivers: The Three C’s                                          Connection                                   Co...
Establishing the conditions for full engagement: The workforce designs how work should be done.                           ...
Signs that You’re Disrespecting the Workforce    1. Employees aren’t actively engaged in determining how        work is do...
Reducing Self‐Inflicted Chaos:                          Where Should You Start?© 2012 Karen Martin & Associates, LLC      ...
Places to Start…        1. Develop an intolerance for ambiguity.        2. Prioritize your work; reduce the number of     ...
As Outstanding as They Come…        Discipline                               76
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Karen Martin, Principal     7770 Regents Road #635       San Diego, CA 92122          858.677.6799          ksm@ksmartin.c...
Processes MUST be Clearly Documented,  Monitored & Improved Current State Metrics-Based
Processes MUST be Clearly Documented,  Monitored & Improved Current State Metrics-Based
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Processes MUST be Clearly Documented,  Monitored & Improved Current State Metrics-Based How Organizational Chaos Destroys Improvement Initiatives & What to Do to Prevent It

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Processes MUST be Clearly Documented,  Monitored & Improved Current State Metrics-Based Process Map PT Units Process Details Mapping Team Seconds Hours Process Name Order Fulfillment Dianne OShea Ryan Austin Minutes Days Specific Conditions Domestic orders through sales force Sean Michaels Mary Townsend LT Units Occurrences per Year 37,500 Sam Parks Seconds Hours Hours Worked per Day 8 Paul Dampier Minutes Days Date Mapped 26-Nov-07 Michael Prichard Step # ? 6 7 8 9 Function / Department Activity PT LT %C&A Activity PT LT %C&A Activity PT LT %C&A Activity PT LTCustomer Notify customer Fax PO toSales Rep Approve PO 15 240 100% 5 20 100% when they can 15 300 95% Account Manager expect delivery Review andAccount Manager approve PO; send 5 240 100% to Order Entry Enter order intoOrder Entry 10 240 SAPFinance / Credit

Publié dans : Business, Santé & Médecine
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