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PDCA Training Series 2 CHECK & ACT

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  1. PDCA Training Series 2CHECK & ACT Matt Gilman Spencer Soderlind Brieshon D’Agostini November 16, 2011

  2. Today’s objectives Analyze improvement data Document and share results Sustain the improvement

  3. PDCA

  4. Plan 1 Recap: Identify & Prioritize www.adesblog.com/category/getting-things-done/

  5. “Plan” Part 2 Recap S.M.A.R.T Goals Root Cause Analysis Event Scope Planning Your Team Map your “current state” process

  6. “Do” Recap Define and identify “waste” Remove waste from current process Map your “future state” Pilot your process

  7. Recap Discussion

  8. Analyzing improvement data • How do we know our improvement was successful? • What does your data say? • What are your customers/clients saying?

  9. Revisiting the Business Case Problem Statement What did your team do?

  10. Baseline data? poll Any experience with gathering it?

  11. Greet 0:10

  12. Greet Specials 0:20 0:10

  13. Greet Specials Order 0:20 0:30 0:10

  14. Greet Specials Order Make 0:60 0:20 0:30 0:10

  15. Greet Specials Order Make 0:60 Deliver 0:20 0:30 0:10 0:10

  16. Greet Specials Order Make TOTAL CYCLE TIME: 2:10 0:60 Deliver 0:20 0:30 0:10 0:10

  17. Greet Specials Order Make TOTAL CYCLE TIME: 2:10 Errors: 5/day 0:60 Deliver 0:20 0:30 0:10 0:10

  18. Greet 0:10

  19. Greet Specials 0:05 0:10

  20. Greet Specials Order 0:05 0:15 0:10

  21. Greet Specials Order Make 0:05 0:15 0:40 0:10

  22. Greet Specials Order Make Deliver 0:05 0:15 0:40 0:10 0:10

  23. Greet Specials Order Make Deliver TOTAL CYCLE TIME: 1:20 0:05 0:15 0:40 0:10 0:10

  24. Greet Specials Order Make Deliver TOTAL CYCLE TIME: 1:20 Errors: 2/day 0:05 0:15 0:40 0:10 0:10

  25. How detailed?

  26. Possible improvements Less staff time = more customers served per day Quicker service = higher customer satisfaction Fewer errors = higher customer satisfaction, decreased cost of goods/overhead

  27. Possible improvements Less staff time = more customers served per day Quicker service = higher customer satisfaction Fewer errors = higher customer satisfaction, decreased cost of goods/overhead

  28. Document your results

  29. Check-ins With audience

  30. Sustaining the change

  31. Sustaining the change • Executive Sponsorship • Expectation to participate • Manage resistance • Celebrate success • Empower staff • Supporting the change • Why did we change? • What was changed? • Who was involved in the process? • How does it impact me? • Training on new process

  32. Summary