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How	
  to	
  posi)vely	
  navigate	
  
change	
  and	
  deliver	
  greater	
  value	
  
to	
  your	
  customers	
  
HLG	
 ...
2	
  
Con)nuous	
  pressure	
  to	
  deliver	
  greater	
  value	
  to	
  your	
  customers	
  with	
  
limited	
  and	
  ...
3	
  
Brief	
  reflec)on"
What	
  challenges	
  are	
  you	
  facing	
  in	
  rela)on	
  to	
  
delivering	
  value	
  to	
...
4	
  
Some	
  of	
  the	
  challenges	
  iden)fied	
  
by	
  the	
  delegates"
© RiverRhee	
  Consul)ng	
  2014	
  
•  Expe...
1.	
  Our	
  ability	
  to	
  ‘manage’	
  change	
  	
  
is	
  influenced	
  by	
  how	
  we	
  and	
  others	
  
are	
  pe...
1.	
  	
  Which	
  change	
  curve	
  are	
  you	
  	
  
on	
  and	
  at	
  what	
  point?	
  	
  What	
  would	
  
help	
...
7	
  
What	
  would	
  help	
  delegates	
  and	
  
their	
  staff"
© RiverRhee	
  Consul)ng	
  2014	
  
•  Control	
  (or	...
2.	
  	
  Defini)ons	
  of	
  what	
  cons)tutes	
  
“value”	
  depends	
  on	
  which	
  
customer(s)	
  you	
  are	
  foc...
9	
  
2.	
  	
  Who	
  are	
  your	
  key	
  customers?"
Do	
  you	
  know	
  who	
  they	
  are?	
  	
  	
  
And	
  what	...
10	
  
What	
  the	
  delegates	
  said	
  
Key customers! What they value!
Everybody!"
Or…."
Business Managers"
Consultan...
3.	
  There	
  are	
  lots	
  of	
  ways	
  of	
  	
  
viewing	
  your	
  processes"
11	
  
The	
  truth!	
  What	
  peopl...
3.	
  	
  And	
  many	
  opportuni)es	
  to	
  
streamline	
  them	
  (Ohno’s	
  wastes)"
12	
  
Type of waste" Potential ...
13	
  
3.	
  	
  How	
  simple	
  and	
  streamlined	
  	
  
are	
  your	
  processes?"
Which	
  process	
  map	
  represe...
You	
  can	
  be	
  a	
  navigator	
  and	
  encourage	
  
others	
  to	
  be	
  so	
  too!"
• Have	
  a	
  goal	
  or	
  ...
15	
  
The	
  alterna)ve	
  is	
  to	
  be	
  a	
  vic)m	
  	
  
or	
  a	
  survivor!"
Source: Elisabeth Goodman. The
Effe...
16	
  
What	
  “ac)onable	
  insights”	
  will	
  you	
  take	
  away	
  
from	
  today?"
Your	
  next	
  steps…"
Focus on...
17	
  
Some	
  of	
  the	
  ‘ac)onable	
  insights’	
  
iden)fied	
  by	
  the	
  delegates"
© RiverRhee	
  Consul)ng	
  20...
Closing	
  video	
  
The	
  Shawshank	
  Redemp)on	
  
http://www.youtube.com/watch?v=46GwJbrMghQ"
Elisabeth	
  Goodman	
 ...
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How to positively navigate change and deliver greater value to your customers - Health Libraries Group Conference July 2014

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How to positively navigate change and deliver greater value to your customers - Elisabeth Goodman's workshop with outputs - Health Libraries Group conference in Oxford, July 2014

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How to positively navigate change and deliver greater value to your customers - Health Libraries Group Conference July 2014

  1. 1. How  to  posi)vely  navigate   change  and  deliver  greater  value   to  your  customers   HLG  Conference,  Oxford   24th-­‐25th  July,  2014   Elisabeth  Goodman   (slides  and  notes  from  the  workshop)! Enhancing  Team  Effec9veness   © RiverRhee  Consul)ng  2014  
  2. 2. 2   Con)nuous  pressure  to  deliver  greater  value  to  your  customers  with   limited  and  dwindling  resources.     How  can  you  deal  with  these  pressures  in  a  posi)ve  and  produc)ve  way?     What  will  we  do  today?   •  Reflect  on  the  situa)ons  you  are  facing     •  Learn  and  prac)se  techniques  for:   1.  Managing  change   2.  Enhancing  your  understanding  of  what  cons)tutes  value  for   your    customers   3.  Simplifying  and  streamlining  your  processes   You  will  come  away  with  some  “ac)onable  insights”!   Context" © RiverRhee  Consul)ng  2014  
  3. 3. 3   Brief  reflec)on" What  challenges  are  you  facing  in  rela)on  to   delivering  value  to  your  customers?   Discuss  with  a  neighbour! © RiverRhee  Consul)ng  2014  
  4. 4. 4   Some  of  the  challenges  iden)fied   by  the  delegates" © RiverRhee  Consul)ng  2014   •  Expected  to  do  more  for  less   •  Increased  complexity   •  People  s)ll  don’t  know  we  exist!   •  Ge[ng  to  our  customers  (organisa)onal   processes  get  in  the  way)   •  How  to  simplify  access  to  our  products  /   services  
  5. 5. 1.  Our  ability  to  ‘manage’  change     is  influenced  by  how  we  and  others   are  perceiving  it" © RiverRhee  Consul)ng  2014   Source: Elisabeth Goodman. The Effective Teamʼs Change Management Workbook. RiverRhee Publishing, 2013"
  6. 6. 1.    Which  change  curve  are  you     on  and  at  what  point?    What  would   help  you  to  move  forward?" © RiverRhee  Consul)ng  2014   Source: Elisabeth Goodman. The Effective Teamʼs Change Management Workbook. RiverRhee Publishing, 2013"
  7. 7. 7   What  would  help  delegates  and   their  staff" © RiverRhee  Consul)ng  2014   •  Control  (or  at  least  involvement)   •  Certainty  (or  at  least  informa)on)   Whilst  recognising  that:   •  there  will  be  uncertainty   •  things  will  con)nue  to  change…  
  8. 8. 2.    Defini)ons  of  what  cons)tutes   “value”  depends  on  which   customer(s)  you  are  focusing  on" 8   Suppliers" Inputs" Process" Outputs" Customers" 5. Who are your suppliers? How good is your interaction with your suppliers?" 4. What do you need to carry out your processes effectively and efficiently? How effectively are your suppliers meeting your needs?" 3. What are the key steps involved to produce what your customers want = the value stream? Is your value stream well defined? How efficient are your processes?" 2. What do your customers want in terms of products, services and quality? How do you know what your customers want? How effectively are you delivering what they want? 1. Who are your customers? Have you defined your target customers (segments)?" © RiverRhee  Consul)ng  2014   A  “SIPOC”  
  9. 9. 9   2.    Who  are  your  key  customers?" Do  you  know  who  they  are?       And  what  they  value?       How  do  you  know  /  how  could  you  find  out?   © RiverRhee  Consul)ng  2014  
  10. 10. 10   What  the  delegates  said   Key customers! What they value! Everybody!" Or…." Business Managers" Consultants" Patients" Answers to their questions" Straightaway" Saving their time" Concise / filtered information" They donʼt know" We donʼt know our own skills that we can offer" How to find out what they value:! - - Do first and then ask" - - Surveys" - - Build relationships / talk to them " © RiverRhee  Consul)ng  2014  
  11. 11. 3.  There  are  lots  of  ways  of     viewing  your  processes" 11   The  truth!  What  people  believe  is  happening  What  people  would  like  to  be   happening   Connectors  &  start  /  end  points   Process  steps   Unscheduled  delays   Decisions   Scheduled  delays   © RiverRhee  Consul)ng  2014  
  12. 12. 3.    And  many  opportuni)es  to   streamline  them  (Ohno’s  wastes)" 12   Type of waste" Potential Problem" Defects" Quality that does not meet customer requirements" Overproduction" Delivery is too fast or there is too much product / service for needs" Transport" Unnecessary ‘transport’ during production (go for cellular layout)" Waiting" Waiting between steps for things to happen (batching vs. 1-piece flow)" Inventory" Products or services (including work in process) piling up prior to use" Motion" Unnecessary movement of individuals during production" Processing" More work than is needed e.g. for review or to meet customer needs" Creativity" Staff creativity / potential not being used" © RiverRhee  Consul)ng  2014  
  13. 13. 13   3.    How  simple  and  streamlined     are  your  processes?" Which  process  map  representa)on  applies  to   your  processes?   Which  wastes  do  you  recognise?   How  could  you  improve  your  processes?   [we  did  not  have  9me  to  discuss  these   ques9ons]   © RiverRhee  Consul)ng  2014  
  14. 14. You  can  be  a  navigator  and  encourage   others  to  be  so  too!" • Have  a  goal  or  a  vision   • Recognise  “it’s  up  to   me”   • Life  is  an  adventure   • Con)nuously  learn   from  your  own  and   other’s  experiences   Source: Elisabeth Goodman. The Effective Teamʼs Change Management Workbook. RiverRhee Publishing, 2013" OK – what can I do to help make this happen?" © RiverRhee  Consul)ng  2014  
  15. 15. 15   The  alterna)ve  is  to  be  a  vic)m     or  a  survivor!" Source: Elisabeth Goodman. The Effective Teamʼs Change Management Workbook. RiverRhee Publishing, 2013" Letʼs just get it over with then I can get on with my job" Why is this happening to me?" “me  and  them”  mindset   “the  best  defence  is  a  good  offence”  
  16. 16. 16   What  “ac)onable  insights”  will  you  take  away   from  today?" Your  next  steps…" Focus on delivering quality to your customers " YOUR GOAL" Simplify and streamline your processes" YOUR APPROACH" Be, and help others to be, a navigator - not a victim or survivor" YOUR MINDSET" © RiverRhee  Consul)ng  2014  
  17. 17. 17   Some  of  the  ‘ac)onable  insights’   iden)fied  by  the  delegates" © RiverRhee  Consul)ng  2014   •  Just  stop  doing  some  of  our  processes   •  Remember  to  be  a  ‘navigator’  and  help  our   staff  to  be  so  too   •  Get  out  there  and  talk  to  our  customers  
  18. 18. Closing  video   The  Shawshank  Redemp)on   http://www.youtube.com/watch?v=46GwJbrMghQ" Elisabeth  Goodman   info@riverrhee.com   hlp://www.riverrhee.com   +44  (0)  7876  130  817" 18   Enhancing  Team  Effec9veness   Note  -­‐  the  content  covered  in  this   workshop  is  also  available  through   CILIP,  UKeIG  and  other  courses   © RiverRhee  Consul)ng  2014  

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