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• Please Note Formatting Has Been Removed for Faster Downloading
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System Service & Delivery, Inc.SSD Global Solutions
Lean Problem SolvingMini Kaizen Event:
Reducing Time Spent in Out of Home Care for Children
Session Begins at 9:00 a.m.
Today – A Mini Kaizen Event
• Opening Remarks• Lean Warm Up Exercise• Brief Explanation of Lean Thinking• Overview Kaizen Event• Define the Problem Statement• Learn Analytical Problem Solving Skills• Discuss Next Steps Involved in Execution
Result: Process Improvement
• What Lean Tool Was the Most Helpful?• What Process Improvement/s Should Be Put
In Place?• Why Did You Make that Decision?• Who Does What?• What Controls Should Be Put In Place to Make
Sure this Happens!
Opening Remarks – Today’s Facilitator
• Terra Vanzant-Stern, PhD– PMP, SPHR/GPHR– Six Sigma Master Black Belt– Written Books, Articles and White Papers – American Society of Quality (ASQ)
• Certification Chair Denver ASQ• Board of Lean Enterprise Division• Board of Human Development & Leadership• Co-Chair ASQ Rocky Mountain Quality
Conference– Feb 6-9, 2013– Lean Government Track
Opening Remarks – Our Company
• System Service & Delivery, Inc.– Global Mergers and Acquisitions– Global Relations/Critical Thinking Skills
• SSD Global Solutions– Specializes in Accelerated Certification and
Training• National Certifications in Lean and LSS
– Problem Solving (Consulting)
Lean Tools
• Thinking Tools (Examples)– 5 Whys– Structured Brainstorming– Probability Models
• Statistical Tools (Examples)– Histograms– Pareto Charts
SSD Global©
Example – The Five Whys
You are on your way home from work and your car stops:
– Why did your car stop? Because it ran out of gas.
– Why did it run out of gas? Because I didn't buy any gas on my way to work.
– Why didn't you buy any gas this morning? Because I didn't have any money.
– Why didn't you have any money? Because I lost it all last night in a poker game.
Problem Statement
• More Realistic: The Federal Measurement Goal of Maintaining Children in a Stable Environment is not being met by Bexar County (San Antonio) Texas Child Protective Services
What is the first “Why?”
SSD Global©
Exercise – Root Cause Analysis the 5 Whys
• I haven’t started an exercise program• I am always late to work• My closet is a mess• I’m always losing my keys
Lean Thinking – Process Improvement
• Existing Process– Process of Responding to Initial Abuse– Process of Closing an Assessment
Timely– Process of Reuniting a Child with a
Family Member• Make that Process
– Better – Faster– More Cost Effective
Lean Thinking for Government
• Many Process Improvement Programs or Approaches– Spin– Examples: ISO, Six Sigma, CMM, LSS
• Advantages of Lean– Speed– Reducing Waste– Can Be A Grass Roots Effort
Kaizen Event
• Rapid Problem Solving via a Meeting• Typically last 2.5 – 5 Days (5 Days:
Norm)• A Facilitator • Work Through a Model
– PDCA, DMAIC, SCORE(Plan, Do, Check, Act – Define, Measure, Analyze,
Improve, Control - Select, Clarify, Organize, Run, Evaluate)
• Determine a Solution/s• Create an Plan for Improvement
Mini-Kaizen Event
• All Kaizen Models Require working on these items first– Clear Overall Mission, Vision, Values– Problem Definition– As-is Picture of Where We Are Today
• At Our Starting Point Today– 75% of Most Models– Not 75% to the Problem Solution
Colorado Department of Human Services
• Mission• Vision• ValuesLean Thinking: How Does the Process Improvement Tie to the Mission, Vision and Values?
Department of Child Welfare
• Mission• Vision• ValuesLean Thinking: How Does the Process Improvement Tie to the Mission, Vision and Values?
EXERCISE
Problem Definition and Measurement
• DCW has identified 12 measures related to 3 different areas:– Safety– Permanency/Placement Stability– Reducing Time in Care
• Reducing Time in Care– Reunification with Family Member– Length of Time Leading to Adoption– Length of Time in Out of Home Care
5 Whys
• Why, in this Session, Are We Not Working On:
Enhancing the Emotional Well Being of Children in Out of Home Care?
EXERCISEGood News Statement!
Today’s Process Improvement
• Closer to Meeting the Federal Measure Related to Children in Out of Home Care for More Than 24 and 36 Months
• How does that tie to our Mission, Vision, and Values of the Colorado Department of Human Services?
EXERCISE
Kaizen Event Reminder
• Determine the Process that Should Be Improved
• Understand how it ties to the Mission Vision and/or Specific Goals
• Get an As-Is Picture– C-Stat (Statistical Tools)– We Might Have Used Other Tools Such as
Observation, Interviews, Surveys
Who Is Involved? (Stakeholders)
• Suppliers• Input• Output• Process• Customer
EXERCISE
Who Is Involved?
• Suppliers• Input• Output• Process• Customer
EXERCISE
IInputs• VoC:
• Charter• VoC Chair Job
Description• VoC Chair• Community of
Practice• Instruments• Database
• Information Requests• Goals• Objectives
• Network Communication
• QMP
OOutput
• VoC:• Chairs• Community of
Practice
• Information
• Communication
• Recognition
• Priorities
• More Effective ASQ • Networking• Training
• Customer Insight
CCustomers
• Members• Existing • Potential• Former
• Member / Leaders• SAC• DAC
• Member Employer
• ASQ :• Sections• Divisions• Regions• Marketing • Board
• Business Community
• ASQ:• Board• Marketing • Divisions• Regions• Sections
• ASQ Member / Leaders• SAC• DAC
• Members• Existing • Potential• Ex
• Member Employer
• Business Community
VoC Successful Ideas Sharing
Update Quest. Library
VoC Chair Recruitment
VoC Chair Training
VoC Chair Welcome
Survey Results Repository
VoCC VoC Chairs
SSuppliers
IInputs
PProcess
Survey Development
SurveyProcess
Survey Analysis
ActionPlanning
Results Communication
EXAMPLE
How Does it Work Now?
Toolbox
Is There a Lot of Variation?
• Six Sigma Methodology Has a Theory• Y = f(x)
– Y Output– x Input/s– f how does that input function
Y = f (x)Y (f) x
Bake a Great Cake(Positive Outcome)
Stove
TempSizeLocationClean
EggsFlourStoveMixing BowlRecipe
Variation Study
Bad Coffee
Not to be reprinted without the expressed written permission by SSD
Global, Inc.
Simple FMEA : Soft Drink Machine
Function Potential Failure
PotentialEffect of Failure
PotentialCause of Failure
Current Process Control
Dispense correct soft drink
Does not Dispense the correct soft drink
Customernot happy!
Not enough Soft drinks available or not enough of the right kind of soft drinks
Deliveries made each Saturday
Results: Process Improvement/s
• What Lean Tool Was the Most Helpful?• What Process Improvement/s Should Be Put
In Place?• Why Did You Make that Decision?• Who Does What?• What Process Control Should Be Put In Place
to Make Sure this Happens!Individual Presentations
FMEA Thinking
Function Potential Failure
PotentialEffect of Failure
PotentialCause of Failure
Current Process Control
1.
2.
3.
SIPOC
Supplier Input Process Output Customer