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WEBINAR: Challenge the Process by Asking "Why?"


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Did you know that curiosity catalyzes creativity? This 1 hour webinar will share how you can promote curiosity in your workplace to inspire creative solutions to everyday problems.

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WEBINAR: Challenge the Process by Asking "Why?"

  1. 1. 10/31/2017 1 Presented by Tracy O’Rourke Managing Partner & Executive Advisor at Challenge the Process by Asking “Why?”
  2. 2. 10/31/2017 Our Expert: Tracy 2 • Managing Partner & Executive Advisor at • 20 years of industry experience • Began Process Improvement career at GE as a Black Belt • UCSD & SDSU Instructor: Lean Enterprise and Lean Six Sigma courses • MBA from Pepperdine University • BA in English Literature from San Francisco State University
  3. 3. 10/31/2017 3 How to Interact • Ask a question • Answer polls 3
  4. 4. 10/31/2017 4 Let’s Interact! Where are you from? Share your location in the Questions area in your Control Panel! 4
  5. 5. 10/31/2017 5 Who Is makes it easy for everyone everywhere to build their problem-solving muscles. We provide the most practical, easy to understand and enjoyable Lean and Six Sigma resources available. 5
  6. 6. 10/31/2017 6 We’ve Helped People From… 6
  7. 7. 10/31/2017 7 Today’s Agenda •Why we stop asking why? •Where does creative genius from? •What is a profound question? •The 5 Whys •How can we promote curiosity in the workplace? 7
  8. 8. 10/31/2017 8 “The ultimate goal is not to just solve the problem at hand – but to make the process of problem-solving transparent and teachable in order to create an organization populated with problem solvers.” - John Shook Author, Managing to Learn 8
  9. 9. 10/31/2017 9 Why Do We Stop Asking “Why?” 9
  10. 10. 10/31/2017 10 Who is This? Do you know who this is? Please cast your vote in our poll! 10
  11. 11. 10/31/2017 11 Who is This? 11
  12. 12. 10/31/2017 12 Creative Genius That Started With “Why?” “If they can put a man on the moon, why can’t I make a better foot?” 12
  13. 13. 10/31/2017 13 Creative Genius That Started With “Why?” “Why do we have to wait for the photo?” 13
  14. 14. 10/31/2017 14 Creative Genius That Started With “Why?” “Why do I have to listen to all the voicemails to find the one that I really need?” 14
  15. 15. 10/31/2017 15 Creative Geniuses 15 …Or in asking Profound Questions? Does Creative Genius come from knowing all the answers?
  16. 16. 10/31/2017 16 A Profound Question is… One that challenges assumptions, considers new possibilities, and has potential to serve as a catalyst for action and change. 16
  17. 17. 10/31/2017 17 The Socratic Method 17 The oldest, and still the most powerful, teaching tactic for fostering critical thinking. In Socratic teaching we focus on asking questions, not giving answers. Please cast your vote in our poll!
  18. 18. 10/31/2017 18 Building Problem Solvers 18 Be a mentor Ask, Don’t Tell: • What do you see? • What problem are we trying to solve? • What is the problem and how will it be measured? • What is the target condition? • How can we make the abnormal condition more visible? • Is this a problem, root cause, or solution? • What interrupts the flow? • What do you think the best approach would be? • What are the root causes to the problem? • What do we need to do to improve the current condition? • What ideas would you recommend? • How will the solution affect the customer? • What have you learned? • What do we need to do next? • Who should be included in the next steps? Not a hero
  19. 19. 10/31/2017 19 The 5 Why’s Technique 19 • The practice of asking the question “why” repeatedly, in order to work the causal chain • Usually carried out by a group of people related to the process • No special technique is required Did someone teach this technique to my child?
  20. 20. 10/31/2017 20 Five Whys At The Bahama Bistro 20 Why do the food orders take so long to deliver to our customer? Why does the prep take too long? Why does the chef have to re-stock and wash dishes? Why do we run out of ingredients and dishes? Why do we not have enough prepped ingredients or enough dishes? Because some of the prep takes too long Because sometimes chefs have to re-stock supplies and wash dishes in the middle of the rush. Because we run out of both Because we don’t have enough ingredie nts prepped and we don’t have enough dishes Because we use a lot of dishes to prep the salads…and we don’t have anyone preparing back-up ingredients in case we run out.
  21. 21. 10/31/2017 21 Help! The Memorial Is Crumbling! 21 Why is the Memorial crumbling? > Because of the frequent washings Why do we have to wash it so frequently? > Because of large quantities of bird droppings Why are there so many birds? > Because there is an abundant food supply Why is there an abundant food supply? > Because there are lots of spiders Why are there so many spiders > Because there are lots of midges Why are there so many midges? > They’re attracted to the lights at night The Five Whys
  22. 22. 10/31/2017 22 Why Questions To Start • Why do we need so many signatures? • Why do we need so much information up front? • Why does this form need to be this long? • Why are there so many steps in the process? • Why do so many people need to touch the “thing” to process it? • Why is the “thing” waiting so much? 22
  23. 23. 10/31/2017 23 Support a Blame-Free Environment Recognize and stop allowing a hunt for the guilty • Stop allowing blame to happen • Focus on the process not the people Recognize and promote the behaviors we want • Calculated risk-taking • Creating an environment to openly discuss process issues • Making process problems visible 23 Please cast your vote in our poll!
  24. 24. 10/31/2017 24 Promoting Curiosity in the Workplace Using STOP-START-CONTINUE • What do we need to STOP doing to help create a blame-free environment? • What do we need to START doing to help create a blame-free environment? • What do we need to CONTINUE doing to help create a blame-free environment? 24
  25. 25. 10/31/2017 25 Promoting Curiosity in the Workplace 25 “Culture is created by what is tolerated and promoted.” - Dr. Henry Cloud A couple of Profound Questions: What is promoted in your organization? What is tolerated in your organization?
  26. 26. 10/31/2017 26 Today We Covered •Why we stop asking “why?” •Where creative genius comes from •What a profound question is •The Five Whys •How to promote curiosity in the workplace 26
  27. 27. 10/31/2017 27 Getting Started Learn more by starting some more training! • Yellow Belt training is FREE at • Green Belt Training & Certification • Black Belt Training & Certification • Lean Training & Certification 27
  28. 28. 10/31/2017 28 Q & A 28
  29. 29. 10/31/2017 29 Upcoming Webinars 29 Look out for an email announcement to learn about our upcoming webinar on March 24, 2016: “How To Use Lean Six Sigma Tools To Increase Engagement” We’ll select upcoming webinars based on what’s interesting to you – please share your feedback on the survey at the end of close of this webinar. You can also follow us on social media for free templates, infographics and news: LinkedIn, Twitter and Facebook
  30. 30. 10/31/2017 30 Just-In-Time Podcast Tune in at for the latest Lean Six Sigma news, easy ways to apply Lean Six Sigma and interviews with process improvement leaders like you! 30
  31. 31. 10/31/2017 31 Q & A 31
  32. 32. 10/31/2017 32 Thank you for joining us! • More Questions? • Ask us at! • Click here to download free tools, templates, infographics and more! 4132