2. ! Joseph Swartz
! Director, Business Transformation
! Electrical Engineering, Cleveland State University
! MS, Management, Purdue University
! Krannert Scholar for academic excellence
! Six Sigma Black Belt, Honeywell
! 200+ continuous improvement projects over 16 years
! Dan Lafever
! Manager, Service Quality
! A seasoned IT professional
! Certifications in ITIL Foundations V2 & V3, HID Manager and Director
! A passion for continuous improvement and hopes to infect everyone
with the desire to do things better.
2
4. ! “Clean the windows!”
! Small
! Inexpensive
! Improve workplace
Source: Healthcare Kaizen by Mark Graban and Joseph Swartz
4
5. Common Dysfunctions
! Common Dysfunctions ! Slow / No Response
! Slow
! Yes / No
! Yes / No
! Not Collaborative
! Not Collaborative
! Not Transparent
! Buy instead of Do?
! Buy Instead of Do?
! Idea Ownership Lost
Source: Healthcare Kaizen by Mark Graban and Joseph Swartz
5
7. Kai = Change
Zen = Good
Source: Healthcare Kaizen by Mark Graban and Joseph Swartz
7
8. 1. See & Find:
! Find improvement ideas.
2. Discuss:
! Discuss with supervisor and those affected.
3. Implement:
! You do it (with help).
4. Capture:
! Write it down.
5. Share:
! Post it and talk about it.
8
9. ! “There are no big problems, there are
just a lot of little problems.”
! Henry Ford
! Make your job easier, safer and more
enjoyable.
! Improve patient care, the patient’s
experience or patient safety.
Source: Healthcare Kaizen by Mark Graban and Joseph Swartz
9
12. New
Context
KnowledgeN
ew q
uest
ions
Plan a change or a test,
Act aimed at improvement
1.) Adopt the change
or 2.) Abandon it.
or 3.) Run through
Do - Carry out
the cycle again,
the change or
possibly under
the test
different
(preferably on
environmental
a small scale)
conditions.
12
Study the results.
What did we learn?
Source: Dr. W. Edwards Deming, “The New Economics”
13. Problem: Planes crash
sometimes
Suggestion: Be more
careful when taking
off, flying, and landing
Source: Healthcare Kaizen by Mark Graban and Joseph Swartz
13
18. Time
Savings
at
Help
Desk
with
Heat
Logs
Before A:er
When closing Heat logs we receive a pop up screen Eliminate the ‘close
that is no longer used and needs to be cancelled description’ pop up to
before getting to the actual close screen. reduce over processing
waste.
The
Effect
Eliminates an extra step to close a log thereby speeding up the process & reduces
call handle time by 5 seconds for every call.
18
Name Leader Date Es@mated
Savings
Dottie Glenna 6/8/07 14 hours of Ready time recovered ($500/month)
25. Monthly abandons
Ja
nu
a ry
500
1000
1500
2000
2500
3000
3500
0
'0
6
Se M
pt ay
Ja em
nu be
ar r
y
'0
7
Se M
pt ay
e
J a mb
nu er
ar
y
'0
8
Se M
pt ay
Ja em
nu be
ar r
y
'0
9
Se M
pt ay
Year/Month
Ja em
nu be
Abandons 2006-2011
ar r
y
'1
0
Se M
pt ay
Ja em
nu be
ar r
y
'1
1
Se M
pt ay
em
be
r
Total
25
26. Calls By Call type
n=125
100%
3357 88% 90%
3146 80%
75%
70%
2511
61% 60%
Number of Calls
1793 50%
47% 1735 1698
1489 40%
1573
30%
27%
20%
10%
0 0%
Workstation Printers Telcomm-Problem Outlook AD-Reset HPF
26
Call Type