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How to Get Buy In for Improvement

Webinar from February 2016

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How to Get Buy In for Improvement

  1. 1. Mark Graban VP of Improvement Services How to Get Buy-In for Improvement Dr. Gregory Jacobson CEO and Co-Founder
  2. 2. Agenda & Logistics • Presentation (40 minutes) • Q&A (15 minutes) –Use the GoToWebinar Meeting Panel to submit a question at any time
  3. 3. Agenda & Logistics • Recording link & slides will be sent via email • Also available through GoToWebinar “handouts”
  4. 4. Buy In
  5. 5. Where is “Buy In”? • We don’t have enough of it!
  6. 6. Lack of Lean Buy In “The reasons that neither method has been deployed in hospitals include: the need for resources (59 percent of hospitals), lack of information (41 percent), and leadership buy-in (30 percent). Eleven percent of hospitals surveyed were not familiar with either method.”
  7. 7. Lack of Lean Buy In • Why? – Lack of awareness & understanding of Lean – Don’t understand need for change – Fear and anxiety about layoffs – Disagreement over what problems to solve – Misalignment on the goals
  8. 8. Lack of Software Buy In
  9. 9. Lack of Buy In • Why? – Lack of time – Weren’t involved in choosing the system – Lack of training – System doesn’t work well / quickly – Software doesn’t fit with our workflows
  10. 10. What is “Buy In”?
  11. 11. What is “Buy In”? • “…the commitment of interested or affected parties to a decision (often called stakeholders) to 'buy into' the decision, that is, to agree to give it support, often by having been involved in its formulation.”
  12. 12. Why?
  13. 13. Why? • Why is there a “lack of buy in?” • Is there more of a root cause problem? • Solve those underlying problems, rather than trying to force buy in
  14. 14. Don’t Blame the “Buyer”
  15. 15. Why a Lack of Buy In? • People are upset… – They weren’t involved – They weren’t consulted – They weren’t respected
  16. 16. Involve People “People don’t resist change, they resist being changed.” – Peter Scholtes (1938- 2009)
  17. 17. Hearts & Minds • “People change what they do less because they are given analysis that shifts their thinking, than because they are shown a truth that influences their feelings ... behavior change happens in highly successful situations, mostly by speaking to people's feelings.
  18. 18. Which Creates More Buy In? • Let’s implement Lean! OR • Let’s improve patient flow!
  19. 19. Which Creates More Buy In? • Let’s implement 5S! OR • Let’s make our work easier & less frustrating!
  20. 20. Strategy: Define the Problem
  21. 21. Staff Buy In
  22. 22. Questions to Ask 1. “Are you showing your employees that you understand the difficulties they will face? Prof. Mitchell Lee Marks
  23. 23. Questions to Ask 2. “Are you giving employees the information they need to understand the business case for change?” Prof. Mitchell Lee Marks
  24. 24. Questions to Ask 3. “Are employees being given the opportunity to express and discuss their feelings about the transition?” Prof. Mitchell Lee Marks
  25. 25. Questions to Ask 4. “Are you inspiring employees with a detailed vision of the company's future—and what matters in getting there—and providing both practical and emotional support as they work out their new roles?” Prof. Mitchell Lee Marks
  26. 26. Questions to Ask 5. “Are you involving employees at every level in translating the company's vision into new operating procedures?” Prof. Mitchell Lee Marks
  27. 27. Your Answers? • “If you answered no to any of these questions, you're not doing everything you can to ensure the success…” Prof. Mitchell Lee Marks
  28. 28. Physician Buy In
  29. 29. Involve People “People support what they create.” - Margaret J. Wheatley See YouTube:
  30. 30.
  31. 31. Manager Buy In
  32. 32. Same 5 Questions? 1. Understand difficulties they will face? 2. Giving information they need? 3. Allowing them to discuss feelings? 4. Providing detailed vision? 5. Helping them translate vision into action?
  33. 33. Executive Buy In
  34. 34. Keys to C-Suite Communication • What keeps them up at night? • Link Innovation and to “Strategy” • Don’t try to sell “Lean” and “CI” as “The right thing to do!” • Articulate “Impact!” – ROI and Non-Financial • Talk about “Leveraging Talent” “How Continuous Improvement Helps The C-Suite Sleep Better”
  35. 35. Buy In for KaiNexus
  36. 36. Jeff Roussel Says • Start with why? – What problem are we solving? – Communicate goals, not just action • Have a plan • Know your audience – Minimize risk? – Maximize potential?
  37. 37. Can You Measure Buy In?
  38. 38. A Process for Building Buy In WHY WHO WHAT WHY HOW WHAT WHICH
  39. 39. ADKAR
  40. 40. Buy In is Very Personal • Different individuals move along at their own pace
  41. 41. Change • “… is a process, not an event.” Prof. John Kotter
  42. 42. ADKAR Model 1. Awareness 2. Desire 3. Knowledge 4. Ability 5. Reinforcement “…five milestones an individual must achieve in order to change successfully.”
  43. 43. ADKAR: Awareness 1. Awareness – List the reasons you believe the change is necessary. Review these reasons and rate the degree to which the person you are trying to change is aware of the reasons or need to change – (1 - 5 where 1 is no awareness and 5 is total awareness).
  44. 44. ADKAR: Desire 2. Desire – List the factors or consequences (good and bad) that create a desire for this change. Consider these motivating factors, including the person’s conviction in these factors and the associated consequences. (1 to 5)
  45. 45. ADKAR: Knowledge 3. Knowledge – List the skills and knowledge needed to support the change, including if the person has a clear picture of what the change looks like. (1 to 5)
  46. 46. ADKAR: Ability 4. Ability – Evaluate the person’s ability to perform these skills or act on this knowledge. (1 to 5)
  47. 47. ADKAR: Reinforcement 5. Reinforcement – List the reinforcements that will help to retain the change. Are incentives in place to reinforce the change and make it stick? (1 to 5)
  48. 48. Why a Lack of Buy In?
  49. 49. What To Do • Choose problems that matter to people • Engage those people in improvement efforts
  50. 50. Are You Selling or Engaging?
  51. 51. Can We Get Here?
  52. 52. Our Next Webinar • March 15 • Jacob Stoller
  53. 53. Other Resources
  54. 54. Thanks! • Web: – – • Past Webinars: – • Social media: – – – Mark Graban @MarkGraban Dr. Gregory Jacobson @greghjacobson
  55. 55. Need a Crisis? • “Find a lever by seizing a crisis or by creating one to begin the transformation.” – Jim Womack & LEI