Lessons from washington state governments lean transformation journey ame jacksonville 11-12-14
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Transcript of Lessons from washington state governments lean transformation journey ame jacksonville 11-12-14
Lessons From Washington State Government’s
Lean Transformation Journey
Darrell DamronEnterprise Lean Consultant
Office of the Governor
We’re all here because . . .
We want to consistently deliver results over the long-term!
Today’s Agenda• Background on WA’s Lean Journey• Innovation Using 7 Levels of Change• 3 Strategies & Lessons
1. Engage Leaders2. Partner with Experts3. Grow Informal Networks
WA State Gov Lean JourneyWe have a long history of improvement efforts, ANDwe’re just getting started on the lean transformation journey!
1991 ‐ 2005 20112005 ‐ 2010 2013GovernorElection
Indicators of Engagement
Indicators of Engagement
Indicators of Engagement
Cut transportation permit processing time
15days
9days
Before After
Indicators of EngagementReduced by 2/3 the steps a student takes from admission to sitting in class
After
Before
Indicators of EngagementReduced time to complete audit appeals
Saved employers $1.7 million in interest
66days
Before
441days
After http://picturesofmoney.org/holding‐a‐stack‐of‐money/ Image source:
Indicators of Engagement
More Calls in
LessTime with
SameStaff
45,000Calls
Answered
Before
33,000Calls
Answered
After65% in 1 min 76% in 1 min
Indicators of Engagement
• Cut the costs of X-rays, • Sped up child-abuse investigations• Helped more clients find work
Indicators of Engagement
Doing the right things• Effectiveness, focus, and working to priorities
Doing things right• Efficiency, standards, and variation reduction
Doing things better• Improving, thinking logically about what we are doing, listening to suggestions
Doing away with things• Cutting, asking “why do we do this?”, simplifying, stopping what doesn’t really matter
Innovation - 7 Levels of Change1
2
3
4
Source book: The 7Levels of Change by Rolf Smith
Innovation – 7 Levels of ChangeDoing things other people are doing• Observing, copying, seeking out best practice
Doing things no one else is doing• Being really different, combining existing concepts, asking “why not?”
Doing things that cannot be done• Doing what is commonly thought to be impossible, questioning basic assumptions, breaking the rules, being a little crazy
5
6
7
Source book: The 7Levels of Change by Rolf Smith
Doing the right things (effective)
Doing things right (efficient)
Doing things better (improving)
Doing away with things (cutting)
Doing things other people are doing (adapting)
Doing things no one else is doing (different)
Doing things that cannot be done (impossible)
On your journey so far, what are you most proud of being part of?1
2
3
4
Source book: The 7Levels of Change by Rolf Smith
5
6
7
3 Strategies, 3 Lessons# Strategy Lesson1 Engage
LeadersEngaged leaders are the key to sustained results
2 Partner with experts
Experts are out there & willing to help
3 Grow informal networks
Informal networks accelerate culture change
EngageLeaders!
AllLevels
Engage Partner Grow
Engaged leaders are the key to sustained results!
Engage Partner Grow
AllLevels
Engage Partner GrowWe’re using Lean to help us deliver better value to more Washingtonians.
Engage Partner Grow
WA State Agency Directors
5 Goals
Engage Partner Grow
Budget Policy
Operations
Goal Council Leadership
Engage Partner GrowResults Review with Governor InsleeResults Review with Governor Inslee
Engage Partner GrowGovernor Inslee Gemba WalksGovernor Inslee Gemba Walks
GoAndSee
Engage Partner Grow
The Transformation Model was adapted from The Lean Transformation Model articulated by John Shook, Chairman and CEO of Lean Enterprise Institute.
WA State Results Model
Engage Partner GrowWA State Results Model
• Discover what Washingtonians value• Set measurable goals & targets at all levels• Involve every employee in developing
strategies
Engage Partner GrowWA State Results Model
• Deeply understand processes
• Improve current work as part of normal work
• Design innovative new work processes
Engage Partner GrowWA State Results Model
• Develop scientific problem solving skills in every employee
• Develop humble coaching skills in every leader
Engage Partner GrowWA State Results Model
• Focus on improving the process
• Go & see work
• Ask questions to understand
• Make work visible
• Have a cadence for frequently talking about the process performance
Engage Partner GrowWA State Results Model
• Create value for Washingtonians
• Create constancy of purpose
• Think systemically• Focus on process• Embrace scientific
thinking
• Make what customers need, when they need it
• Build quality in• Seek perfection• Lead with humility• Respect every
individual
Engage Partner Grow
The Transformation Model was adapted from The Lean Transformation Model articulated by John Shook, Chairman and CEO of Lean Enterprise Institute.
WA State Results Model
Engage Partner Grow
Ways to Engage• Change Expectations• Provide Support• Walk the Talk• Share Information
Exercise:
“We can engage leaders if . . .”
Engage Partner Grow
Can’t because Can if . . .
PartnerWith
Experts!
Engage Partner Grow
Experts are out there & willing to help; you just have to ask!
Engage Partner Grow
Engage Partner Grow
Advice, Training, Coaching, & Tours from
Partners Organizations
In The First Three Years
pro bono publico
Engage Partner Grow
Examples of Industry Partners• Alaska Airlines• Genie/Terex• The Boeing Company• Liberty Mutual• Starbucks
Engage Partner Grow
Examples of Healthcare Partners• Virginia Mason Medical Center• Seattle Children’s Hospital• Seattle Children’s Research Institute• Premera Blue Cross• Philips Healthcare Ultrasound
Engage Partner GrowLeaders From Virginia Mason
Coach
John Cooper Matt CronkAriana WoodEden TeachoutBarbara Sandahl
Results WA Lean Fellows
4 Keys to Partnering
1. Talk with Lean Experts2. Share Your Story3. Ask for Help 4. Match Passion to Need
Engage Partner Grow
Engage Partner Grow
Exercise:
“We can partner with experts if . . .”
Can’t because Can if . . .
GrowInformal
Networks!
Engage Partner Grow
Informal networks accelerate culture change!
Engage Partner Grow
Engage Partner Grow
Lean Practitioners
All Voluntary Participation
State Agencies
Engage Partner Grow
Many Agencies . . . One Journey to Deliver Value
LeanAdvisors
Agile
Engage Partner GrowLearning
Building TrustChallenging Each Other
Having Fun
3 Steps to Growing Informal Networks
1. Establish a common endeavor2. Meet Regularly3. Share Stories/Learning
Engage Partner Grow
Engage Partner Grow
Exercise:
“We can grow informal networks if . . .”
Can’t because Can if . . .
Doing the right things (effective)
Doing things right (efficient)
Doing things better (improving)
Doing away with things (cutting)
Doing things other people are doing (adapting)
Doing things no one else is doing (different)
Doing things that cannot be done (impossible)
Innovation – 7 Levels of Change1
2
3
4
Source book: The 7Levels of Change by Rolf Smith
5
6
7
?
??
?
?? ????
“We can do hard things!”
Encouraging Words For Us All
Thank You!Please complete the session survey at:
ame.org/surveySession Code: WP-33
Lessons From Washington State’sLean Transformation Journey
Darrell DamronEnterprise Lean Consultant
Office of the [email protected]