PDCA Training Series 2 CHECK & ACT
description
Transcript of PDCA Training Series 2 CHECK & ACT
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PHD Performance Management Program 1PHD Performance Management Program
Matt GilmanSpencer Soderlind
Brieshon D’Agostini
November 16, 2011
PDCA Training Series 2CHECK & ACT
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PHD Performance Management Program 2
Today’s objectives• Analyze improvement data• Document and share results• Sustain the improvement
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PHD Performance Management Program 3
PDCA
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PHD Performance Management Program
Plan 1 Recap: Identify & Prioritize
www.adesblog.com/category/getting-things-done/
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PHD Performance Management Program 5
“Plan” Part 2 Recap• S.M.A.R.T Goals• Root Cause Analysis• Event Scope• Planning Your Team• Map your “current state” process
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PHD Performance Management Program 6
“Do” Recap• Define and identify “waste”• Remove waste from current
process• Map your “future state”• Pilot your process
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PHD Performance Management Program 7
Recap Discussion
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PHD Performance Management Program 8
Analyzing improvement data
• How do we know our improvement was successful?–What does your data say?–What are your customers/clients saying?
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PHD Performance Management Program 9
Revisiting the Business Case
Problem Statement
What did your team do?
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PHD Performance Management Program 10
Baseline data? poll• Any experience with gathering
it?
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets customer
Asks about specials
Walks to Special Board
Reads Special to Customer Walks Back to
Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special
Walks to Special Board
Reads Special to Customer
Walks Back to Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
0:10
Greet
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special
Walks to Special Board
Reads Special to Customer
Walks Back to Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
0:10 0:20
Greet Specials
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special
Walks to Special Board
Reads Special to Customer
Walks Back to Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
0:10 0:20 0:30
Greet Specials Order
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special
Walks to Special Board
Reads Special to Customer
Walks Back to Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
0:10 0:20 0:30
Greet Specials Order Make
0:60
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special
Walks to Special Board
Reads Special to Customer
Walks Back to Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
0:10 0:20 0:30 0:10
Greet Specials Order Make
0:60Deliver
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special
Walks to Special Board
Reads Special to Customer
Walks Back to Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
0:10 0:20 0:30 0:10
Greet Specials Order Make
0:60Deliver
TOTAL CYCLE TIME: 2:10
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special
Walks to Special Board
Reads Special to Customer
Walks Back to Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
0:10 0:20 0:30 0:10
Greet Specials Order Make
0:60Deliver
TOTAL CYCLE TIME: 2:10
Errors: 5/day
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
0:10
Greet
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
0:10 0:05
Greet Specials
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
0:10 0:05 0:15
Greet Specials Order
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
0:10 0:05 0:15
Greet Specials Order Make
0:40
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
0:10 0:05 0:15 0:10
Greet Specials Order Make
0:40
Deliver
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
0:10 0:05 0:15 0:10
Greet Specials Order Make
0:40
Deliver
TOTAL CYCLE TIME: 1:20
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Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
0:10 0:05 0:15 0:10
Greet Specials Order Make
0:40
Deliver
TOTAL CYCLE TIME: 1:20
Errors: 2/day
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PHD Performance Management Program 27
How detailed?
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PHD Performance Management Program 28
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PHD Performance Management Program 29
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PHD Performance Management Program 30
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PHD Performance Management Program 31
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PHD Performance Management Program 32
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PHD Performance Management Program 33
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PHD Performance Management Program 34
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PHD Performance Management Program 35
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
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PHD Performance Management Program 36
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
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Document your results
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PHD Performance Management Program 38
Check-ins• With audience
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PHD Performance Management Program 39
Sustaining the change
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PHD Performance Management Program 40
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
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PHD Performance Management Program 41
Summary