Key principles in continuous improvement culture
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Key principles in continuous improvement culture Presentation Transcript

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