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. 10/31/2017 1 Presented by Tracy O’Rourke Managing Partner & Executive Advisor at GoLeanSixSigma.com Challenge the Process by Asking “Why?”
- 2. 10/31/2017 Our Expert: Tracy 2 • Managing Partner & Executive Advisor at GoLeanSixSigma.com • 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. 10/31/2017 3 How to Interact • Ask a question • Answer polls 3
- 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. 10/31/2017 5 Who Is GoLeanSixSigma.com? GoLeanSixSigma.com 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. 10/31/2017 6 We’ve Helped People From… 6
- 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. 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. 10/31/2017 9 Why Do We Stop Asking “Why?” 9
- 10. 10/31/2017 10 Who is This? Do you know who this is? Please cast your vote in our poll! 10
- 11. 10/31/2017 11 Who is This? 11
- 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. 10/31/2017 13 Creative Genius That Started With “Why?” “Why do we have to wait for the photo?” 13
- 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. 10/31/2017 15 Creative Geniuses 15 …Or in asking Profound Questions? Does Creative Genius come from knowing all the answers?
- 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 10/31/2017 27 Getting Started Learn more by starting some more training! • Yellow Belt training is FREE at GoLeanSixSigma.com • Green Belt Training & Certification • Black Belt Training & Certification • Lean Training & Certification 27
- 28. 10/31/2017 28 Q & A 28
- 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. 10/31/2017 30 Just-In-Time Podcast Tune in at GoLeanSixSigma.com/cafe for the latest Lean Six Sigma news, easy ways to apply Lean Six Sigma and interviews with process improvement leaders like you! 30
- 31. 10/31/2017 31 Q & A 31
- 32. 10/31/2017 32 Thank you for joining us! • More Questions? • Ask us at contact@goleansixsigma.com! • Click here to download free tools, templates, infographics and more! 4132
Editor's Notes
- Moderator (Tracy) Hello And Welcome to GoLeanSixSigma’s webinar: An Introduction to Lean. I am Tracy O’Rourke from GoLeanSixSigma.com, and I will be your moderator today. Transition: Our presenter today is...
- Moderator (Tracy) Before we begin, let’s review the GoToWebinar participant window, so all of you know how to be interactive. First let’s review how to ask a question: (FILL IN) We will also ask you to participate in some polls, Here’s how you answer the poll: (FILL IN) You can type questions at any time and I’ll either ask them of Tracy or I’ll hold them until the end.
- Moderator (Tracy) So, our 1st interactive poll session is to find out where you are from! We have XXX count of attendees! People from all over the world on this webinar, and let’s see how early or late people are up to come to this webinar! Please click on “Ask a question” and type in where you are from! SHARE...
- (Presenter: Elisabeth) Thank you Tracy for the warm introduction! I am happy to be here with all of you from all over the world, and thanks for joining GoLeanSixSigma.com’s webinar. As Elisabeth said earlier, Elisabeth and I have been with GoLeanSixSigma.com since it’s inception. GoLeanSixSigma.com was founded on a couple of guiding principles: We believe in simplifying complex concepts, and believe that complexity just confuses people! WE believe that effective training is practical, accessible AND enjoyable! We have made it our mission to transform how people learn about Lean Six Sigma and we want to share it with you! our training at Bahama Bistro Which is a dreamy, relaxing training facility, a place our team created to What other training program brings you to the Bahamas to learn? Sounds enticing, doesn’t it? And finally, GoLeanSixSigma.com makes it easy for everyone everywhere to build their problem solving muscles. Transition: And thankfully, many organizations agree with our philosophy, because here are some of the organizations that we’ve helped!
- Today’s topic is about Project Bloopers & Blunders and besides talking about them, so strategies to avoid them. Transition: But first let’s define what we mean by bloopers and blunders
- Today’s topic is about Project Bloopers & Blunders and besides talking about them, so strategies to avoid them. Transition: But first let’s define what we mean by bloopers and blunders
- When a Continuous Improvement program is implemented, usually the organization wants to grow and develop the employees’ ability to problem-solve. However, before organizations can have problem-solvers, they need problem-seekers. How do you ignite problem-seekers? It can start with encouraging the inquisitive mind to ask why. Inherent in process improvement is asking why. The inquisitive mind is the motivational fuel that feeds process improvement. As an example, new hires often ask the most profound questions related to processes. Questions like, “Why do we do it this way?” “Why are there so many steps?” “This sure seems complicated, isn’t there a better way?” Eventually a new employee stops asking why and proceeds to follow the established process. Why do new employees stop asking why? Is it because he/she did not feel empowered to make a change? Is it because current workers defended the process even though they agree that the process is a poor one? It’s an interesting question to ponder...why do we stop asking why? Unfortunately, many of us have years of training in not asking why!
- Children trying to figure out the world, between the ages of 2 and 5 ask 40,000 questions. Some questions can be really funny, odd or profound. But after about 20,000 questions, the patience level of those that answer the questions (like parents) starts to diminish. Have you heard a parent say, “because I said so” after a few thousand rounds of asking why? Obviously children sense their parent’s building frustration. Is it natural for kids to stop asking why? Or, do they stop asking why because they’ve learned that asking why is annoying? What happens is we ask too many questions at school? What happens if we ask too many questions at work? If we ask too many questions at work is that also viewed as annoying? Do managers become annoyed if workers ask why? Bosses sometimes get impatient when workers ask too many questions. Unfortunately, there are dis-engaged employees at work and one possible reason is that the inquisitive mind is squashed into submission. We have been trained NOT to ask why…and suddenly process improvement promotes asking why again. If we don’t make it OK to ask why, what will happen? Transition: I wan to share a story about someone that did ask why…
- Does anyone know who this is? Take the Poll: An international philanthropist A Black Belt that delivers results A famous actor An inventor I have no idea
- This person is an inventor. His name is Van Phillips and he invented the C-shaped flex foot limb invention. This invention is the prosthetics that you see runners and athletes using in the Paralympics. Van revolutionized the design of prosthetics and enhanced the lives of amputees especially those with performance aspirations. What was not possible for amputees was possible again. Before Van, prosthetics were not designed for performance. What is even more riveting than this invention is the story behind this man and how he Challenged the Process of designing prosthetics. Before he was an inventor he was an athlete and runner. His story begins as a young man at 21 years old when a ski boat accident resulted in amputation of one of his legs. Eventually, Van came to the realization that he had to accept his new situation. But he refused to accept that a plastic pink foot attached to an aluminum tube was the best prosthetic available for amputees. It seemed it was designed more to replicate the image of a normal foot, but not designed for human activity or performance. After his accident his vision for the future, for himself…was to be able to do something he really loved…to run again. And 30 years later, he was able to run again on his own invention. But, at 21, Van wasn’t an engineer. He wasn’t an inventor. But he had a problem that he wanted to solve and he didn’t have the answers. He only had questions. Questions like: “If we could put a man on the moon, why can’t we make a better foot?” So, he sought out the answers from the experts in the prosthetics field. Those that new everything about prosthetics and prosthetic design. What do you think happened? After a while, they would shoo him away like an annoying gnat. So what was Van to do? He was left with his unanswered questions, and his persistence around solving the problem.
- Van had many questions. Questions like: Why aren’t they using better materials for prosthetics? These were good questions, but not questions that lead to invention or profound change until…he stopped asking: Why can’t they make a better foot? And started asking…Why can’t I make a better foot? Van was not an engineer, but what drove him to go to school to become one was his dissatisfaction with current prosthetics. He designed about 100 prototypes over 10 years. He tested each one by attaching it to his own stump, standing on it, then attempting to run. Inevitably, the design would fail, and he’d fall down. But instead of giving up he responded with more inquiry. What did I do wrong this time? Transition: Questions can transform the world as we know it, if they’re the kinds of ambitious and profound questions that Van asked. And many of them start with WHY. Here are a few more profound questions…
- Jennifer Land, the 3 year old daughter of inventor Edwin Land asked this. They were on vacation in New Mexico when his impatient daughter piped up with this question. Dad didn’t have an answer and pondered the question. Within an hour, he conceived the basic mechanics of an instant camera. And look at us now!! We don’t even have to wait for the film to develop once it comes out of the camera!! Look at us now Edwin!
- Do you remember the days of when Apple wasn’t in the cell phone business? Apple was strictly PC’s? Steve Jobs got tired of what he considered a poor choice for how we used mobile technology. But, he asked WHY and stuck with the question to come up with an innovative solution to this one question as well as many innovative answers to others. The iPhone has revolutionized the way we use a cell phone…and has created whole new terms, like selfies
- We model an inquiring, probing mind by continually probing into the subject with questions.
- What is a profound question? Transition: Profound questions are very effective way to engage others in thought. In fact it’s been around for a long time, and this technique has a more common name…
- We model an inquiring, probing mind by continually probing into the subject with questions. Have you used the Socratic method before? Of course, all the time. Don’t’ all Black Belts consistently do this? (i just did it!) I frequently use the Socratic method. It’s starting to feel more natural Not very often, I have to really focus on doing it No, I’m often in tell mode When building problem-solvers, we don’t want to tell the answer, but instead ask questions to help an individual or team to ponder the question, develop problem solving skills and the discover the answer. This can be a difficult skill to learn and requires attention formulating questions to ask… Transition: Here are some questions that leaders or Black Belts can ask of others related to process improvement…
- One of the primary goals is to build problem-solvers. In order to build inquisitive minds, leaders and Black Belts must stop telling and do more asking. Leaders shouldn’t have all the answers anymore. Instead, leaders can help others through discovery by using the Socratic method of asking questions and collective collaboration in solving problems. Transition: So, yes…process improvement doesn’t just fall on front-line users, transformation has to occur with leaders too, and leaders can transform by asking questions, allowing process problems to be visible, and building problem solvers. Now, let’s talk about a tool that encourages employees to ask why…
- You’ve probably heard of it? The 5 whys! Anyone with small children knows what the five whys are Benefits Of Five Whys One of the simplest tools; easy to complete without statistical analysis Helps identify the root cause of a problem Determines the relationship between different root causes of a problem When Is Five Whys Most Useful? When problems involve human factors or interactions In day-to-day business life
- AAAHHHH….The Bahama Bistro, a relaxing place to learn and apply process improvement tools and concepts, and have a Bahama Mama smoothie! I need a volunteer to help me model the 5 Whys…let’s see…a tough choice with 500 people on this webinar…but since everyone is muted, I select Elisabeth!! Will you help me model this? (YES) OK, so we have the shift manager named Elisabeth and the Chef Scott… Hmmm…would you like to play Elisabeth, Elisabeth? Gee…I wonder where they got that name for the shift manager at the Bahama Bistro! I think you might model this pretty well!
- Here is an example of the five why’s in action…a true story…
- Questions we can ask about the process Transition: Ok, so we’ve talked about what Black Belts and Leaders can do (which is use the Socratic method) and we’ve also shared the 5 whys’ tool for problem-solvers. Now, an action that everyone should take ownership in…applying tools can help to a degree, but some organizations need to address cultural issue first.
- In order for process improvement to flourish we have to support a blame-free environment. , stop going on searches for the guilty, stop allowing blame to happen and stop focusing on the person instead of the process. If we want employees to ask why, make problems more visible and openly discuss problems, we have to encourage a blame-free environment. This starts with leaders. Poll: How blame-freeis your organization? Pretty good! We can openly discuss process issues and work together well to make improvements There are pockets of high blame and pockets that are blame-free in the organization We’ve got a good amount of work to do to be a blame-free organization Are you kidding? It’s a high blame organization and not safe. It’s not even safe to say it’s not safe! Depending on the poll, in the chat window, type What are consequences of a high blame organization? Territorial Low levels of risk taking Hiding problems How do we promote – sharing openly, taking calculated risk, making problems visible?
- STOP-START-CONTINUE Basic change management tool Helps ask some profound questions, especially about creating a blame-free environment Work with your immediate team, or if you are bold, have leaders discuss in the organization.
- A few more profound questions…
- Today we covered… Call to Action!! ?? Use the 5 Whys
- Presenter (Elisabeth) Learn more about Leader Standard Work training in the Lean Training and Certification Secondly, get more training! As we said earlier, this webinar may be just the start of your journey into Lean, and Lean is a whole new world! So, learn more about Lean culture, Lean & Six Sigma tools and concepts with more training. Moderator (Tracy) Send the Yellow Belt training link to participants in the chat window
- Presenter (Elisabeth) It’s time to hear some of your questions. We’re going to give you some time to submit your questions – and while you’re doing that – we’ll give you some info about what’s available to you. So go ahead and write you questions now. Moderator (Tracy) Tee up questions, and Elisabeth will answer
- Presenter (Elisabeth) Tracy – would you like to tell us a little bit about our next Webinar?
- Presenter (Elisabeth) Tracy, can you give us a little background on our featured guest on on our next “Just-in-Time” Podcast? Moderator (Tracy) – describe
- Presenter (Elisabeth) Let’s come back to our Q&A and see what kinds of questions our you’ve go for us today...Tracy, what kinds of questions have come up? Moderator (Tracy) Tee up questions, and Elisabeth will answer