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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