Continous Improvement: How To Make it Happen

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

I have a confession to make…

After all, I’m in software,
not healthcare

I mean, isn’t change
…uh…change?

change doesn’t care what
sector you’re in

your culture is like

methods and process you use

and implementing continuous
improvement is a massive
change…

…a massive change that is
about people

say it with me on the
count of 3…

Ready?
“Change is about people not
process” in 3…

“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…

you wouldn’t be here looking
for a better way

so let’s talk about a
movement instead

not with process.
not with mandates.

NOT WITH 19TH CENTURY
THINKING

don’t worry,
I’ll start talking soon!

…passionate about helping
people find a better way to
manage work and people

but first, instead of
talking about 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
Lean Coffee
Urgency for change happens
when open and honest dialogue
is enabled.

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.

…here are some things I’ve
seen work…

@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?

Continous Improvement: How To Make it Happen

@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 Tips
1) 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!

@jasonlittle
Get More
Ideas Like This
http://leanchange.management
http://sparkmy.org

Continous Improvement: How To Make it Happen

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