Post on 14-Jul-2015
Jason Little -
Lean Change Agent, Leanintuit -
@jasonlittle -
www.leanintuit.com
Continuous Quality Improvement:
How to Make it Happen
can I have your attention please?
raise your hand if you can read this
thanks!
keep reading…
I have a confession to make…
I’m nervous…
After all, I’m in software, not healthcare
but does that really matter?
I mean, isn’t change …uh…change?
change doesn’t care what sector you’re in
change doesn’t care what your culture is like
change doesn’t care what methods and process you use
and implementing continuous improvement is a massive
change…
…a massive change that is about people
not process
say it with me on the count of 3…
Ready? “Change is about people not
process” in 3…
2…
1…
“CHANGE IS ABOUT PEOPLE, NOT PROCESS!”
was that a little uncomfortable?
weird?
so how do we make change happen?
hang on a sec…make it happen?
sounds like a mandate to me…
and if mandates worked…
you wouldn’t be here looking for a better way
so let’s talk about a movement instead
how do you create a movement?
not with process. not with mandates.
NOT WITH 19TH CENTURY THINKING
LIKE PERFORMANCE REVIEWS
AND THE CARROT/STICK METHOD
AND MEASURING ENGAGEMENT
YES, I AM YELLING!
don’t worry, I’ll start talking soon!
and I won’t yell.
well, maybe a little…
because I’m passionate …
…passionate about helping people find a better way to
manage work and people
but first, instead of talking about it…
let’s do it.
1. Create groups of 4 - 6 people 2. Write down what questions you
want this session to answer 3. Prioritize your questions 4. Elect a delegate to bring your
question up here 5. Delegates, choose your overall
number one question
@jasonlittle
10 minutes
@jasonlittle
To Discuss Discussing Done
7 minutes
@jasonlittle
To Discuss Discussing Done
7 minutes
@jasonlittle
Lean Coffee
Urgency for change happens when open and honest dialogue
is enabled.
oh no, not this again!
can I have a volunteer please?
on a sticky note: Write a number from 1 to 10
to indicate how satisfied you are with this session so far
10 = awesome!1 = terrible!
being vulnerable is ok…it’s proves you’re human.
ok, back to talking…
…here are some things I’ve seen work…
but first, how am I doing?
High: Average:
Low:
@jasonlittle
BIG. VISIBLE. FEEDBACK!
Information radiators made problems visible
@jasonlittle
BIG. VISIBLE. FEEDBACK!
Celebrate Successes!
@jasonlittle
BIG. VISIBLE. FEEDBACK!
How satisfied is your staff with how things
are going?
Big, visible program room
@jasonlittle
Change Resistance
Like a rainbow coloured unicorn, it’s fun to talk about,
but it doesn’t exist.
@jasonlittle
Change Resistance II
Let me explain… Good.
Better.
Not Good.
@jasonlittle
Create a Movement
Innovators
Infect the Innovators with the virus…ok,
bad analogy…
@jasonlittle
Create a Movement Early
Adopters
Inspire and motivate the Early Adopters
@jasonlittle
Create a Movement
Early Majority
Show the Early Majority how to
participate
@jasonlittle
Create a Movement Late
Majority
Leave them alone. But do show quick
wins.
@jasonlittle
Create a Movement
Laggards
Listen to them complain.
Then leave them alone.
@jasonlittle
Co-Create Change
You cannot control change.
You cannot plan, budget-for, schedule and “ensure” a successful continuous improvement initiative
You can guide change by involving the people affected by the change
into the design of the change.
“We cannot solve our problems with the same thinking we used
when we created them.”
Albert Einstein
@jasonlittle
How? Buurtzorg Started with 4 Nurses
in 2006 Currently have 8000+
Nurses No hierarchy.
@jasonlittle How?
From: Organizing for Complexity, Niels Pflaeging
@jasonlittle
3 Final Tips1) Co-Create change by involving
the people affected 2) Be transparent with big visible
information radiators 3) Move from plan-driven change
practices, to feedback-driven ones
on a sticky note: Write a number from 1 to 10
to indicate how satisfied you are with this whole session
and a comment why.
10 = awesome!1 = terrible!
Thank You!
@jasonlittle
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