how do i fix this mess? a case study for transforming organizational performance delivering public...
TRANSCRIPT
How Do I Fix This Mess? A Case Study for Transforming Organizational Performance
Delivering Public Service for the Future
Peter HutchinsonFebruary 2015
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I am the Superintendent of Schools
I am to recommend a solution to the problem of Central Stores to the School Board in 45 minutes.
What should I recommend?
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Here are the facts:
The Situation
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Central Stores is funded out of the District’s
General Fund budget – its budget is about
$5.5 million
We have 100 schools, 55,000 students and 4,000 teachers
Central Stores is where schools
and teachers get their supplies
The Process
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Teachers write out a request on paper
Only fully completed orders are then shipped to the schools
‘Pickers’ pick up the requests and go through the warehouse picking supplies
Request is placed
in internal mail
Request is delivered to Central Stores
The receipt clerk opens and sorts the requests
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Process Performance
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• Average time from order to delivery is 6 weeks
• Main reason for delay is ‘out of stock’ items
• Often what is shipped is ‘the best we’ve got,’ though not really what was requested
• Warehouse is very disorganized – inefficient layout – lots of surplus inventory
6 weeks
“This isn’t what I ordered…”?!
Available Inventory
Submitted Orders
Delivered Orders
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The Results
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Teachers despise Central Stores – spend their own money to get what they need rather than deal with that ‘bureaucracy’.
Central Stores workers despise working there – “It’s so disorganized. When we do deliver what we can when we can, those teachers just yell at us.”
Teachers complain to everyone – including the Board.
Workers complain to everyone –including the Board.
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What should I recommend?
Questions?Work TogetherTell me what to do
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Remember This
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Every system produces exactly the result it is designed to produce – and none other.
We can change the people, the technology, the resources – but if we don’t change the design, we will always get the same result.
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The DNA of an Organization Holds Its Design
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