Copyright © 2011 Joseph E. Swartz and Mark GrabanPortions Copyright © 2011, Dan Lafever                                   ...
!   Joseph Swartz  !   Director, Business Transformation     !   Electrical Engineering, Cleveland State University     ! ...
Continuous	   Respect	 Improve-         For	   ment	                People	                             3
!   “Clean the windows!”                                                            !   Small                             ...
Common Dysfunctions       !   Common Dysfunctions                               !   Slow / No Response       !   Slow     ...
“Suggestions arethings I think youshould do.”“Ideas are thingsthat I can do.”   - Norman Bodek                     6
Kai = Change                                             Zen = GoodSource: Healthcare Kaizen by Mark Graban and Joseph Swa...
1.  See & Find:    !   Find improvement ideas.2.  Discuss:    !   Discuss with supervisor and those affected.3.  Implement...
!   “There are no big problems, there are      just a lot of little problems.”      !   Henry Ford!   Make your job easier...
10
11
New                                                     Context               KnowledgeN                                  ...
Problem: Planes crash                                                             sometimes                               ...
90%+Implementation RateFigure out how to say “Yes”                              15
3,9494,0003,500                               2,8223,0002,500               2,0462,0001,5001,000           281 500   0    ...
1,738,1611,800,0001,600,0001,400,0001,200,000                                   887,4911,000,000                        66...
Time	  Savings	  at	  Help	  Desk	  with	  Heat	  Logs                       Before                                       ...
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*- Malcolm Gladwell, Outliers                                22
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Monthly abandons                  Ja                    nu                      a   ry                                   5...
Calls By Call type                  n=125                                                                                 ...
27
*-Jon Miller, Gemba Research                               28
29
Calls received vs. Abandons Feb 2009         800         700         600         500Volume                                ...
Book Available: April 2012!       Book:    !      www.HCkaizen.com!       Twitter:    !      @HCkaizen!       Blogs:    ! ...
Healthcare kaizen02dec2011swartzlafeverpdf sm
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Webinar given to HIMSS members during December 2011.

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Healthcare kaizen02dec2011swartzlafeverpdf sm

  1. 1. Copyright © 2011 Joseph E. Swartz and Mark GrabanPortions Copyright © 2011, Dan Lafever 1
  2. 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. 3. Continuous Respect Improve- For ment People 3
  4. 4. !   “Clean the windows!” !   Small !   Inexpensive !   Improve workplaceSource: Healthcare Kaizen by Mark Graban and Joseph Swartz 4
  5. 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 LostSource: Healthcare Kaizen by Mark Graban and Joseph Swartz 5
  6. 6. “Suggestions arethings I think youshould do.”“Ideas are thingsthat I can do.” - Norman Bodek 6
  7. 7. Kai = Change Zen = GoodSource: Healthcare Kaizen by Mark Graban and Joseph Swartz 7
  8. 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. 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. 10
  11. 11. 11
  12. 12. New Context KnowledgeN ew q uest ions Plan a change or a test,Act aimed at improvement1.) Adopt the changeor 2.) Abandon it.or 3.) Run through Do - Carry outthe cycle again, the change orpossibly under the testdifferent (preferably onenvironmental a small scale)conditions. 12 Study the results. What did we learn?Source: Dr. W. Edwards Deming, “The New Economics”
  13. 13. Problem: Planes crash sometimes Suggestion: Be more careful when taking off, flying, and landingSource: Healthcare Kaizen by Mark Graban and Joseph Swartz 13
  14. 14. 90%+Implementation RateFigure out how to say “Yes” 15
  15. 15. 3,9494,0003,500 2,8223,0002,500 2,0462,0001,5001,000 281 500 0 2007 2008 2009 2010 16
  16. 16. 1,738,1611,800,0001,600,0001,400,0001,200,000 887,4911,000,000 667,238 800,000 600,000 400,000 190,000 200,000 0 2007 2008 2009 2010 17
  17. 17. Time  Savings  at  Help  Desk  with  Heat  Logs Before A:erWhen closing Heat logs we receive a pop up screen Eliminate the ‘closethat is no longer used and needs to be cancelled description’ pop up tobefore getting to the actual close screen. reduce over processing waste. The  EffectEliminates an extra step to close a log thereby speeding up the process & reducescall 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)
  18. 18. 19
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  20. 20. 21
  21. 21. *- Malcolm Gladwell, Outliers 22
  22. 22. 23
  23. 23. 24
  24. 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 Total25
  25. 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
  26. 26. 27
  27. 27. *-Jon Miller, Gemba Research 28
  28. 28. 29
  29. 29. Calls received vs. Abandons Feb 2009 800 700 600 500Volume Calls received 400 Abandons 9A-5PM 300 200 100 0 2/9/2009 2/10/2009 2/11/2009 2/12/2009 30
  30. 30. Book Available: April 2012! Book: ! www.HCkaizen.com! Twitter: ! @HCkaizen! Blogs: ! www.LeanBlog.org ! littlebylittlechange.blogspot.com 31

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