lean applied to healthcare and public sector service ... qi... · •steer coms •gvt...
TRANSCRIPT
Lean applied to healthcare and public sector service delivery in SA
Norman Faull*
Lean Institute Africa
*and his students/teachers
A note What follows is a plan. Some of the learning
informing the plan is in healthcare; some is from courts, mining, banking & manufacturing.
Rather than talking about the 10 year healthcare lean learning journey I will talk about a plan for
the future.
Undoubtedly we have not devised the perfect plan. But the actual implementation will speak
to us in the language of problems.
If we listen and respond to the problems,
we will improve.
Building blocks…..
S1
S2
S3
Strategic (What business are we in? What do we need to be good at?)
Systemic
Situational
Model line:
Natural work teams BoPs/std work Feedback (VM) Problem solving X
X Multi-disciplinary teams
X
The 3S model
Situational problem solving
Systemic problem solving
Strategic problem solving
S1
S2
S3
Strategic (What business are we in? What do we need to be good at?)
Systemic
Situational
*Pilots:
Natural work teams BoPs/std work Feedback (VM) Problem solving X
X Multi-disciplinary teams
X
Top management sets agenda as to a. What we must achieve b. Why c. How
Implementation steering group (ISG)
Situational task force (STF)
The 3S model
The implementation process
What we must achieve
(Purpose) informs
both
College Approach for time-phased training of ‘improvement cadres’
Pilots
Evidence to motivate and inform the training
Understanding of why the pilots ‘work’
S1
S2
S3
“Learning about”
“Building understanding
& skill”
S1
S2
S3
Strategic (What business are we in?
What do we need to be good at?)
Systemic
Situational
*Pilots:
Natural work teams
BoPs/std work
Feedback (VM)
Problem solving X
X Multi-disciplinary teams
X
Top management sets agenda as to a. What we must achieve b. Why c. How
Implementation steering group (ISG)
Situational task force (STF)
The 3S model
Assertion…
“It is easier to get people to act their way into a better way of thinking, than to get people to think their way into a better way of acting”
John Shook, How to change a culture: lessons from Nummi
Sloan Management Review Winter 2010
Informing threads…
Consider this:
The people in every organization acquire work habits. Those habits constitute the organizationʼs culture.
Consider this:
All managers are teachers, whether consciously or not. With their everyday
words and actions managers teach their people a mindset and approach, which
determines the organizationʼs capability.
© Mike Rother / Improvement Kata Handbook; 2013
Aims of this proposed plan
• Demonstrate impact on service delivery
• Ability to scale up across the public sector
• Ability to sustain the improvements and the ability to further improve service delivery
Practice-Performance Matrix
Pe
rfo
rman
ce
Practices
lo
hi
‘All’ e.g. Waiting time, Quality Service,
etc. e.g. Team Work, Problem-solving, Operator-centred
maintenance, etc.
‘None’
Dysfunctional
Unsustainable
Unpurposed
World-class
Efficiency Matrix*
*Modified from Modig & Ahlström (2012) This is lean
Re
sou
rce
eff
icie
ncy
Service efficiency
lo
hi
hi Actual output Rated output
Service time Journey time
Efficiency Matrix
Modig & Ahlström(2012) This is lean
Re
sou
rce
eff
icie
ncy
Service efficiency
lo
hi
hi
Increasing variability
damages both efficiencies!
Efficiency Matrix
Re
sou
rce
eff
icie
ncy
Service efficiency
lo
hi
hi
Mental pre-occupation of
senior & operations
managers is for service to
function here!
Efficiency Matrix
Re
sou
rce
eff
icie
ncy
Service efficiency
lo
hi
hi
Probably where most operations
actually are!
Efficiency Matrix
Modig & Ahlström(2012) This is lean
Re
sou
rce
eff
icie
ncy
Service efficiency
lo
hi
hi
We believe the improvement journey is via
stabilising operations and targeting flow through the
service channel
Service time Journey time
COMPONENTS OF JOURNEY
ACTION
RESEARCH
PREPARATION
CORE ELEMENTS P
REP
AR
ATIO
N
• Inform
• Recruit
• Prepare site
• Steer Coms
• Gvt
• Departmental
• Facility CO
RE
AC
TIO
N
• Rapid Improvement Events
• Sustaining
• Entrenching
• Develop facilitators
PAR
ALL
EL R
ESEA
RC
H
• Workbook
• Syllabus
• Best Practice
• Self-audit
• Improvement pathway
• Ad hoc academic
PREPARATION
Recruit phase
Brief Departments
• ‘Twinkling eyes’
• Next steps
• Leader Do’s & Don’ts
Pre- Recruit Cohort
Cohort Training
RPIW Preparation
CORE ACTION
PREPARATION
“Pre-” phase
Briefing dpt leaders as to
• ‘3S’ pathway
• First steps
• Leader Do’s & Don’ts
Recruit Recruit Cohort
Cohort Training
RPIW Preparation
S1
S2
S3 X
X
X
Do’s Show engaged & informed support to SteerComs and Facilities
CORE ACTION
Don’ts Disrupt Facility & P/D staff with fire fighting, transfers, etc
PREPARATION
Recruit
RPIW Preparation
Pre
CORE ACTION
Recruit Cohort
Cohort constituted of 3-4 Facilities:
CEO+3 3-5 P/D
Cohort Training
PREPARATION
Cohort Leader Training
• Intro to ‘lean’
• Stability issues
• Sustaining actions
• Provisional A3s
Recruit
RPIW Preparation
Pre
CORE ACTION
Recruit Cohort
PREPARATION
RPIW Site Preparation
Identify 3 projects & for each
Map process
Define current condition
Define target condition
Recruit
Cohort Leader
Training
Pre
CORE ACTION
Recruit Cohort
PREPARATION
Recruit Pre- Recruit Cohort
Cohort Training
RPIW Preparation
CORE ACTION
CORE ACTION
Entrenching Practice via Coaching & Mentoring
Year: Cohort II
Entrenching Practice via a Coaching & Mentoring
Year: Cohort I
Entrenching Practice via a Coaching &
Mentoring Year: Cohort III
Establishing Consistent Practice I
Establishing Consistent Practice II
Establishing Consistent Practice III
Establishing Consistent Practice IV
RPIW & Initial Sustaining
Cohort I
RPIW & Initial Sustaining Cohort II
RPIW & Initial Sustaining Cohort III
RPIW & Initial Sustaining Cohort IV
1 2 3
Months: 6 12 18 24
Two kinds of know-how & skill for each facility:
1. Process improvement 2. Improvement
sustaining
Scaling up
Months Cohorts Master Facilitator SDi’s ∑SDi’s
6 1 MF1 12 12
12 2 MF1 MF2 24 36
18 4 MF1 MF3 MF2 MF4 48 84
24 8 96 180
30 16 192 372
36 32 384 756
42 64 768 1524
48 128 1536 3060
54 256 3072 6132
60 512 6144 12274
THE BIG PICTURE 1 2 3
1 SERVICE DELIVERY
2 OPS CAPABLE OFFICIALS
3 STAFF ATTITUDE & MORALE
0
10000
20000
30000
40000
50000
60000
70000
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
SIX MONTH PERIODS
COHORTS INTRODUCED • 4 CEO’s • 12 FACILITY LEVEL STAFF • 3-5 P/D STAFF
The 5 ‘coaching kata’ questions*
1. What are we trying to achieve?
2. Where are we now?
3. What obstacle is now in our way?
4. What’s our next step, and what do we expect?
5. When can we see what we’ve learned from taking that step?
*Mike Rother at http://theleanthinker.com/2013/02/24/mike-rother-overview-of-toyota-kata/ Or full presentation at http://www.youtube.com/watch?v=fYoppX3VHIY
Challenge or target condition
Current condition
CORE ACTION
Entrenching Practice via Coaching & Mentoring Year: Cohort II
Entrenching Practice via a Coaching & Mentoring
Year: Cohort I
Entrenching Practice via a Coaching &
Mentoring Year: Cohort III
Establishing Consistent Practice I
Establishing Consistent Practice II
Establishing Consistent Practice III
Establishing Consistent Practice IV
RPIW & Initial Sustaining
Cohort I
RPIW & Initial Sustaining Cohort II
RPIW & Initial Sustaining Cohort III
RPIW & Initial Sustaining Cohort IV
1 2 3
Months: 6 12 18 24
WORKBOOK & SYLABUS
DEFINE/DESIGN INTEGRATED IMPROVEMENT PATHWAY
SELF-ASSESSMENT & IMPROVEMENT PATHWAY
ACADEMIC PATHWAY
AD HOC “ACADEMIC”
RESEARCH
LEARNING COLLABORATIVES: SPECIFIC & SOCIAL
If you do nothing else as a manager...
In the context of purpose:
• ‘Go see’ (Develop “Good eye shop-side”)
• Ask lots of questions, with a sense of genuine curiosity
• Work respectfully with your people – have the intention of setting them up to succeed, first time every time
A note
We need to ‘co-produce’ the plan to improve public sector service delivery;
this presentation is an attempt to be specific and actual as to actions and outcomes,
so that your criticisms and suggestions can be specific and actual.
Undoubtedly we will not devise the perfect plan. But the acual implementation will speak to us in
the language of problems.
If we listen and respond to the problems,
we will improve.