Improvement Guide Workshops Chapters 1-14

1. Improvement Guide WorkshopsChapters 1-14 Suggested Workshops for participants who are NOT working on a formal project as part of the workshop.

2. Chapter 1: Review of the CanDew Cleaning Services • Review the Case Study on Pgs.15-25 • What are the key lessons from this case? • Consider the Five Principles of Improvement (see p. 25) relative to the CanDew Cleaning Service: • Knowing why you need to improve • Having a feedback mechanism to tell you if the improvement is happening • Developing an effective change that will result in improvement • Testing a change before attempting to implement • Knowing when and how to make the change permanent (implement the change) • Discuss as a group and list on a flip chart.

3. Chapter 2: • Consider data that you use everyday; gas mileage, temperature, or the number of unexpected shut downs of your computer operating system. • What type of data applies to your measures? See Table 2.1, p.29

4. Chapter 3: Case Studies • Select one of the case studies and show how the Five Principles of Improvement applied: • Knowing why you need to improve • Having a feedback mechanism to tell you if the improvement is happening • Developing an effective change that will result in improvement • Testing a change before attempting to implement • Knowing when and how to make the change permanent (implement the change)

5. Chapter 4: The Science of Improvement Review of System of Profound Knowledge • Team 1: Variation • Team 2: System • Team 3: Knowledge (Theories on how we learn, how we know what we know) • Team 4: Psychology • Find a table or flip chart for which you can contribute • For each team list the key ideas associated with each theory from your current knowledge

6. Chapter 4: The Science of Improvement • Optional: Review the important milestones for “Profound Knowledge” on pgs. 85-88. What other contributions would you add? Send your suggestions to cnorman@apiweb.org.

7. Chapter 5: Model for Improvement • Numerical goals are widely used in all types of organizations. From your experience can you provide examples where they have been useful? Where they have caused harm? What principles and values should we invoke to ensure that the use of numerical goals are better employed? See p. 92 • Consider a successful change for which you have knowledge (see p. 96): • What were the outcome measures? • What were the process measures? • What were the balancing measures?

8. Chapter 6: Developing Changes • Review pages 111-116 in the Improvement Guide and do the following: • Provide examples of reactive changes from your life experience. • Can you list some examples of fundamental changes for which you have knowledge? • Review the methods for developing fundamental changes on p. 120-136. Provide an example from your experience. • Review the list of change concepts on p. 132. Select a concept for which you can provide a specific example. Note to Instructor: You may find it useful to use the Driver Diagram with your Students. See the workshop in Chapter 11.

9. Chapter 7: Testing • Applying the Science of Improvement to Testing (see p. 140): • Develop a test you could conduct in your personal or work life. What might you consider in this test using the insights described? • Using Form on p. 171 document a test of change that you could make in your personal or work life. • Refer to the Table 7.1 on p.146, how would you describe the: • Commitment for change? • Cost of failure? • Degree of belief?

10. Chapter 8: Implementation • Can you think of changes in your life experience that were implemented that failed? What were the contributing factors to the failure? Review the “Guidelines for Getting Commitment on pgs. 189-191. • Read the San Diego Zoo Case on pgs. 191-193: • What were the key lessons learned?

11. Chapter 9: Spread • Identify a change that you deem important that would benefit society. Using the Table 9.2, p. 201 complete the worksheet to assess your idea for spread.

12. Chapter 10: Integrating Methods for Improvement of Value • Review the following categories of improvement on p. 218 and provide an example of each: • Eliminating quality problems • Reducing costs while maintaining or improving quality • Expanding customer expectations by providing products and services perceive as unusually high in value. • Using the Dimensions of Quality on p. 233. What are the important dimensions for the Apple IPOD? • Contrast the IPOD with the portable CD players the IPOD replaced.

13. Chapter 11: Improving Large or Complex Systems • Identify a change that you would like to make. Using the driver diagram examples on p. 253, 286 and in Appendix B on p. 430 develop a driver diagram for this example.

14. Chapter 12: Case Studies • Select one of the case studies and show how the Six Skills (see p.27-28) applied to the project. • Consider the Lens of Profound Knowledge, how did the following apply to the case study: • Theory of variation? • Systems theory? • Theory of knowledge? • Human side of change?

15. Chapter 13: Making Improvement of Value a Business Strategy • Review the chain reactions on p. 311: • Can you provide examples of products and services that are in the marketplace that have caused this chain reaction for their organiations? • Consider a Purpose Statement for which have knowledge. Using Table 13.1 (see p. 313) as an guide, review each of the statements in your purpose and develop a list of measures from the statements in the purpose.

16. Chapter 14: Developing Improvement Capability • Consider the course of study that you are now taking. Review Table 14.3 (see p. 339): • How have the various methods been used to ensure that learning has taken place? • Where would you place your acquired skills? • Understanding • Ability to demonstrate? • Ability to apply to new situations? • What could you do to enhance your own learning experience?