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Copyright © 2011 Joseph E. Swartz and Mark Graban
Portions Copyright © 2011, Dan Lafever
                                                    1
!   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
Continuous	

   Respect	

 Improve-         For	

   ment	

                People	



                             3
!   “Clean the windows!”
                                                            !   Small
                                                            !   Inexpensive
                                                            !   Improve workplace




Source: Healthcare Kaizen by Mark Graban and Joseph Swartz
                                                                                    4
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
“Suggestions are
things I think you
should do.”
“Ideas are things
that I can do.”
   - Norman Bodek


                     6
Kai = Change




                                             Zen = Good

Source: Healthcare Kaizen by Mark Graban and Joseph Swartz
                                                             7
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
!   “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
10
11
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”
Problem: Planes crash
                                                             sometimes


                                                             Suggestion: Be more
                                                             careful when taking
                                                             off, flying, and landing




Source: Healthcare Kaizen by Mark Graban and Joseph Swartz
                                                                                 13
Healthcare kaizen02dec2011swartzlafeverpdf sm
90%+
Implementation Rate


Figure out how to say “Yes”
                              15
3,949

4,000

3,500
                               2,822
3,000

2,500               2,046

2,000

1,500

1,000
           281
 500

   0
        2007     2008       2009       2010
                                                      16
1,738,161
1,800,000

1,600,000

1,400,000

1,200,000
                                   887,491
1,000,000
                        667,238
 800,000

 600,000

 400,000     190,000

 200,000

       0
            2007       2008       2009       2010        17
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)
19
20
21
*- Malcolm Gladwell, Outliers
                                22
23
24
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
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
27
*-Jon Miller, Gemba Research
                               28
29
Calls received vs. Abandons Feb 2009

         800
         700
         600
         500
Volume




                                                        Calls received
         400
                                                        Abandons 9A-5PM
         300
         200
         100
           0
               2/9/2009 2/10/2009 2/11/2009 2/12/2009




                                                                         30
Book Available: April 2012
!       Book:
    !      www.HCkaizen.com
!       Twitter:
    !      @HCkaizen
!       Blogs:
    !      www.LeanBlog.org
    !      littlebylittlechange.blogspot.com




                                                                       31

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Healthcare kaizen02dec2011swartzlafeverpdf sm

  • 1. Copyright © 2011 Joseph E. Swartz and Mark Graban Portions Copyright © 2011, Dan Lafever 1
  • 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
  • 3. Continuous Respect Improve- For ment People 3
  • 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
  • 6. “Suggestions are things I think you should do.” “Ideas are things that I can do.” - Norman Bodek 6
  • 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
  • 10. 10
  • 11. 11
  • 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
  • 15. 90%+ Implementation Rate Figure out how to say “Yes” 15
  • 16. 3,949 4,000 3,500 2,822 3,000 2,500 2,046 2,000 1,500 1,000 281 500 0 2007 2008 2009 2010 16
  • 17. 1,738,161 1,800,000 1,600,000 1,400,000 1,200,000 887,491 1,000,000 667,238 800,000 600,000 400,000 190,000 200,000 0 2007 2008 2009 2010 17
  • 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)
  • 19. 19
  • 20. 20
  • 21. 21
  • 22. *- Malcolm Gladwell, Outliers 22
  • 23. 23
  • 24. 24
  • 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
  • 27. 27
  • 28. *-Jon Miller, Gemba Research 28
  • 29. 29
  • 30. Calls received vs. Abandons Feb 2009 800 700 600 500 Volume Calls received 400 Abandons 9A-5PM 300 200 100 0 2/9/2009 2/10/2009 2/11/2009 2/12/2009 30
  • 31. Book Available: April 2012 ! Book: ! www.HCkaizen.com ! Twitter: ! @HCkaizen ! Blogs: ! www.LeanBlog.org ! littlebylittlechange.blogspot.com 31