21/11/2014

1

Making improvement

everyone's job

Team problem solving for

continuous improvementA publication of

Making improvement

everyone's job

Team problem solving for

continuous improvementA publication of

21/11/2014

2

TPS> The system

Tools

1

2

3

4

P P

PP

Strategy Process

C

A

D

P

TPS> The system

Tools

1

2

3

4

P P

PP

Strategy Process

Value

C

A

D

P

21/11/2014

3

TPS> The system

Tools

1

2

3

4

P P

PP

Strategy Process

Value

Frontline

C

A

D

P

TPS> The system

Tools

1

2

3

4

P P

PP

Strategy Process

Value

Frontline

Culture

C

A

D

P

21/11/2014

4

TPS> The system

Tools

1

2

3

4

P P

PP

Strategy Process

Value

Frontline

Leadership

Culture

C

A

D

P

21/11/2014

5

* Add asterisks used on the slide

TPS> The system

Tools

1

2

3

4

P P

PP

Strategy Process

Value

Frontline

Leadership

Culture

C

A

D

P

Problems

So, what’s your problem?

21/11/2014

6

Tools:

Process:

Tools:

Process:

21/11/2014

7

Tools:

Process:

Prioritise

Seriousness Urgency Growth

H

M

L

H

M

L

21/11/2014

8

Tools:

Process:

5 WhysWhat is it?

By asking ‘why’ around five times you’ll usually get to the root cause

A structured collaborative

brainstorming activity to identify root cause

21/11/2014

9

Why 5 whys? Just like a doctor

Focus on the real cause not the symptom

Challenge a team’s assumptions

Inform big picture thinking

3. IN the workshop

Clearly defined problem

Cause B Cause Root Cause is never a people or

training issue

1 Why 2 Why 3 Why 4 Why

�

Cause A Cause Cause

Easily Actionable�

5 Why

Cause Root Cause

Staff need training

21/11/2014

10

Keep the conversation moving, using the 6 M’s as prompts

Make sure everyone in the session is involved

3. In the workshop

In the workshop❑ Walkthrough bottom to top – does the logic make sense?

After the workshop❑ Use data, knowledge, experience available ❑ Leave the root cause up on a team wall for a few days❑ Run a test and learn pilot❑ Run the workshop again if needed

4. validate

21/11/2014

11

Tools:

Process:

How to create them?

Worksheets

Editable templates

21/11/2014

12

4. Analyse them

And there you have it, a customer journey map. If you want to give it some polish, we’ve created an editable template and icon library and then you’re ready to tell the world.

Print them, put them on the wall, leave them on desks, include them in your presentations, but most of all, use them.

Tools:

Process:

21/11/2014

13

Tools:

Process:

21/11/2014

14

Actions to be Taken

What Who When

* Add asterisks used on the slide

TPS> Process> The tools

Tools

1

2

3

4

P P

PP

Strategy Process

Value

Frontline

Leadership

Culture

Problems Prioritise

PenetratePotential

C

A

Action plan

Patient journey

5 Whys

Payoff matrix

Measure & refine

Check

D

Plan

Do

21/11/2014

15

1

2

3

4

5

6

Low HighMedium

Check and measure

* Add asterisks used on the slide

TPS> Process> The tools

Tools

1

2

3

4

P P

PP

Strategy Process

Value

Frontline

Leadership

Culture

Problems Prioritise

PenetratePotential

C

A

Action plan

ACT

Standard

operating

procedures

Patient journey

5 Whys

Payoff matrix

Measure & refine

Check

D

Plan

Do

21/11/2014

16

Embed. Standard Operating procedures

* Add asterisks used on the slide

TPS> The system

Tools

1

2

3

4

P P

PP

Strategy Process

Value

Frontline

Leadership

Culture

Problems Prioritise

PenetratePotential

C

A

Action plan

ACT

Standard

operating

procedures

Patient journey

5 Whys

Payoff matrix

Measure & refine

Check

DDo

Plan

21/11/2014

17

Putting it all together.

21/11/2014

18

Offer

Read Fundamentals of Change ebook1

> Go to www.DanielLock.com

BY Daniel Lock.

Twitter: @DanielLock | Web: DanielLock.com

21/11/2014

19

Do you have business goals that require innovation …

…can help with that.

What does?

21/11/2014

20

How does it.

Thanks!

21/11/2014

21

TPS> The system

Tools

1

2

3

4

P P

PP

Strategy Process

C

A

D

P

TPS> The system

Tools

1

2

3

4

P P

PP

Strategy Process

Value

C

A

D

P

21/11/2014

22

TPS> The system

Tools

1

2

3

4

P P

PP

Strategy Process

Value

Frontline

C

A

D

P

TPS> The system

Tools

1

2

3

4

P P

PP

Strategy Process

Value

Frontline

Culture

C

A

D

P

21/11/2014

23

TPS> The system

Tools

1

2

3

4

P P

PP

Strategy Process

Value

Frontline

Leadership

Culture

C

A

D

P

21/11/2014

24

* Add asterisks used on the slide

TPS> The system

Tools

1

2

3

4

P P

PP

Strategy Process

Value

Frontline

Leadership

Culture

C

A

D

P

Problems

So, what’s your problem?

21/11/2014

25

Tools:

Process:

Tools:

Process:

21/11/2014

26

Tools:

Process:

Prioritise

Seriousness Urgency Growth

H

M

L

H

M

L

21/11/2014

27

Tools:

Process:

5 WhysWhat is it?

By asking ‘why’ around five times you’ll usually get to the root cause

A structured collaborative

brainstorming activity to identify root cause

21/11/2014

28

Why 5 whys? Just like a doctor

Focus on the real cause not the symptom

Challenge a team’s assumptions

Inform big picture thinking

3. IN the workshop

Clearly defined problem

Cause B Cause Root Cause is never a people or

training issue

1 Why 2 Why 3 Why 4 Why

�

Cause A Cause Cause

Easily Actionable�

5 Why

Cause Root Cause

Staff need training

21/11/2014

29

Keep the conversation moving, using the 6 M’s as prompts

Make sure everyone in the session is involved

3. In the workshop

In the workshop❑ Walkthrough bottom to top – does the logic make sense?

After the workshop❑ Use data, knowledge, experience available ❑ Leave the root cause up on a team wall for a few days❑ Run a test and learn pilot❑ Run the workshop again if needed

4. validate

21/11/2014

30

Tools:

Process:

How to create them?

Worksheets

Editable templates

21/11/2014

31

4. Analyse them

And there you have it, a customer journey map. If you want to give it some polish, we’ve created an editable template and icon library and then you’re ready to tell the world.

Print them, put them on the wall, leave them on desks, include them in your presentations, but most of all, use them.

Tools:

Process:

21/11/2014

32

Tools:

Process:

21/11/2014

33

Actions to be Taken

What Who When

* Add asterisks used on the slide

TPS> Process> The tools

Tools

1

2

3

4

P P

PP

Strategy Process

Value

Frontline

Leadership

Culture

Problems Prioritise

PenetratePotential

C

A

Action plan

Patient journey

5 Whys

Payoff matrix

Measure & refine

Check

D

Plan

Do

21/11/2014

34

1

2

3

4

5

6

Low HighMedium

Check and measure

* Add asterisks used on the slide

TPS> Process> The tools

Tools

1

2

3

4

P P

PP

Strategy Process

Value

Frontline

Leadership

Culture

Problems Prioritise

PenetratePotential

C

A

Action plan

ACT

Standard

operating

procedures

Patient journey

5 Whys

Payoff matrix

Measure & refine

Check

D

Plan

Do

21/11/2014

35

Embed. Standard Operating procedures

* Add asterisks used on the slide

TPS> The system

Tools

1

2

3

4

P P

PP

Strategy Process

Value

Frontline

Leadership

Culture

Problems Prioritise

PenetratePotential

C

A

Action plan

ACT

Standard

operating

procedures

Patient journey

5 Whys

Payoff matrix

Measure & refine

Check

DDo

Plan

21/11/2014

36

Putting it all together.

21/11/2014

37

Offer

Read Fundamentals of Change ebook1

> Go to www.DanielLock.com

BY Daniel Lock.

Twitter: @DanielLock | Web: DanielLock.com

21/11/2014

38

Do you have business goals that require innovation …

…can help with that.

What does?

21/11/2014

39

How does it.

Thanks!