Key principles in continuous improvement culture


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Key principles in continuous improvement culture

  1. 1. Key Principles of Continuous Improvement Culture
  2. 2. OVERVIEW <ul><li>CONTEXT </li></ul><ul><ul><li>Leaders need to continuously improve the systems and processes in order to provide customer value. </li></ul></ul><ul><ul><li>A change in thoughts and practices of people is required in order to create a continuous improvement culture </li></ul></ul><ul><ul><li>A good understanding of culture will allow the leaders to carry out a sustainable change. </li></ul></ul>
  3. 3. Key Principles of Continuous Improvement <ul><li>Creating a Culture of:- </li></ul><ul><ul><li>Continuously understanding customer needs. </li></ul></ul><ul><ul><li>Customer focus </li></ul></ul><ul><ul><li>Optimizing organizational performance </li></ul></ul><ul><ul><li>Focusing on means to an end </li></ul></ul><ul><ul><li>Continuous Learning on Mistakes </li></ul></ul><ul><ul><li>Continuously improving systems and processes </li></ul></ul><ul><ul><li>Fixing Root Cause of problems </li></ul></ul><ul><ul><li>Every Level is Responsible for Continuous Improvement </li></ul></ul>
  4. 4. Continuously Understanding Customer Needs <ul><li>Create a belief among the people that the purpose of organization is to provide customer value </li></ul><ul><li>Leaders need to be made to understand that their role is continuously improve systems and processes to meet customer needs </li></ul><ul><li>Have a plan to regularly engaging with customers and listening to their needs. </li></ul><ul><li>Create a culture of listening to the customer needs and translating in it into the organizations strategy. </li></ul><ul><li>Reward and recognize teams and individuals who have spent time listening to customers needs and translated it into actions. </li></ul>
  5. 5. Customer Focus <ul><li>Study shows that a focus on customers will inspire changes more readily. </li></ul><ul><li>Communicate widely that successful customer focus will indirectly serve the needs of all stakeholders. </li></ul><ul><li>Reward those who have excelled in providing customer superior customer value. </li></ul><ul><li>Handling customer feedbacks should be top priority in the organization. </li></ul><ul><li>Managers shall utilize at least one third of his time to improve systems and processes that improves customer focus </li></ul>
  6. 6. Optimizing Organizational Performance <ul><li>Organizational performance indicators shall be linked to providing customer value. </li></ul><ul><li>Organizational performance take precedence against functional performance </li></ul><ul><li>Use cross-functional approach to achieve organizational performance. This will eliminate silo mentality. </li></ul><ul><li>Functional performance indicators shall be linked to organizational performance indicators of customer focus. </li></ul><ul><li>Create a belief that all functions are equally important to accomplish organizational performance. </li></ul>
  7. 7. Focusing on Means to an End <ul><li>Managers need to understand that achieving superior customer focus is the end result of various work done in the organization. </li></ul><ul><li>Hence, they need to work on causes that leads to the end results. </li></ul><ul><li>Managers need to focus on means that lead the improve customer satisfaction. </li></ul><ul><li>Cross functional teams come together to work on the means. </li></ul>
  8. 8. Continuous Learning on Mistakes <ul><li>Mistakes shall be accepted as part of learning process. </li></ul><ul><li>Team-members should be allowed and feel secured to experiment and carry out test on processes that supports customer focus. </li></ul><ul><li>Team-members should be encouraged to make suggestions to improve processes that is linked to customer focus. </li></ul><ul><li>Mistakes are not an occasion for apportioning blame. </li></ul><ul><li>Team-members need to feel secure to reveal bad mistakes. </li></ul>
  9. 9. Continuously Improving Systems and Processes <ul><li>Variation within acceptable tolerance is not acceptable. </li></ul><ul><li>The role of continuous improvement is to continue to improve and reduce variation thus achieving six sigma status. </li></ul><ul><li>Organizations should not stop improving once products/services fall within acceptable level. </li></ul><ul><li>Hence, cause of variation is continually identified and rectified, in order to get the process to reduce variation to the six sigma level. </li></ul><ul><li>In continuous improvement, the bar continue to be raised. </li></ul><ul><ul><li>Yesterdays performance might not be good enough today </li></ul></ul><ul><li>Eliminating waste will be a critical success factor in improving systems and processes. </li></ul>
  10. 10. Fixing Root Cause of problems <ul><li>Leaders/Managers need to be equipped and well versed with problem solving methodologies. </li></ul><ul><li>A problem must be seen as great inconvenience to the customer and root cause need to be sought and addressed. </li></ul><ul><li>Establishing a guideline on problem solving methods will assist managers to follow a standardized process. </li></ul><ul><li>Fixing root cause problem means improving systems and processes that lead to the issue. </li></ul><ul><li>Use cross-functional team to fix root cause of problems. </li></ul>
  11. 11. Every Level is Responsible for Continuous Improvement <ul><li>Leaders shall take responsibility to continuous improvement and not delegated to the Quality Assurance Department. </li></ul><ul><li>Leaders lead continuous improvement projects and activities. </li></ul><ul><li>Continuous improvement activities are discussed and deliberated at management committee meetings. </li></ul><ul><li>Teams are enabled to do continuous improvement activities by providing a system that supports it. </li></ul><ul><li>Managers who hinders or do not provide space for continuous improvement activities shall be appropriately dealt with. </li></ul><ul><li>Different continuous improvement activities can be initiated to deal with differing issues:- Suggestion system for individual workplace, QCC for departmental issues, Cross functional teams for organizational issues. </li></ul>
  12. 12. Thank You