Continuous Improvement. All organizations want it but how do you do it? In this presentation for the Ontario Hospitals Association I shared stories and ideas for applying Lean practices to change.

1. Jason Little
-
Lean Change Agent, Leanintuit
-
@jasonlittle
-
www.leanintuit.com
Continuous Quality
Improvement:
How to Make it Happen

2. can I have your attention
please?

3. raise your hand
if you can read this

4. thanks!

5. keep reading…

6. I have a confession to make…

7. I’m nervous…

8. After all, I’m in software,
not healthcare

9. but does that really matter?

10. I mean, isn’t change
…uh…change?

11. change doesn’t care what
sector you’re in

12. change doesn’t care what
your culture is like

13. change doesn’t care what
methods and process you use

14. and implementing continuous
improvement is a massive
change…

15. …a massive change that is
about people

16. not process

17. say it with me on the
count of 3…

18. Ready?
“Change is about people not
process” in 3…

19. 2…

20. 1…

21. “CHANGE IS ABOUT PEOPLE,
NOT PROCESS!”

22. was that a little
uncomfortable?
weird?

23. so how do we make change
happen?

24. hang on a sec…make it
happen?

25. sounds like a mandate to me…

26. and if mandates worked…

27. you wouldn’t be here looking
for a better way

28. so let’s talk about a
movement instead

29. how do you
create a movement?

30. not with process.
not with mandates.

31. NOT WITH 19TH CENTURY
THINKING

32. LIKE PERFORMANCE
REVIEWS

33. AND THE CARROT/STICK
METHOD

34. AND MEASURING
ENGAGEMENT

35. YES, I AM YELLING!

36. don’t worry,
I’ll start talking soon!

37. and I won’t yell.

38. well, maybe a little…

39. because I’m passionate …

40. …passionate about helping
people find a better way to
manage work and people

41. but first, instead of
talking about it…

42. let’s do it.

43. 1. Create groups of 4 - 6 people
2. Write down what questions you
want this session to answer
3. Prioritize your questions
4. Elect a delegate to bring your
question up here
5. Delegates, choose your overall
number one question
@jasonlittle
10 minutes

44. @jasonlittle
To Discuss Discussing Done
7 minutes

45. @jasonlittle
To Discuss Discussing Done
7 minutes

46. @jasonlittle
Lean Coffee
Urgency for change happens
when open and honest dialogue
is enabled.

47. oh no, not this again!

48. can I have a volunteer please?

49. on a sticky note:
Write a number from 1 to 10
to indicate how satisfied you are
with this session so far
10 = awesome!1 = terrible!

50. being vulnerable is ok…it’s
proves you’re human.

51. ok, back to talking…

52. …here are some things I’ve
seen work…

53. but first, how am I doing?

54. High:
Average:
Low:

55. @jasonlittle
BIG. VISIBLE.
FEEDBACK!
Information radiators
made problems visible

56. @jasonlittle
BIG. VISIBLE.
FEEDBACK!
Celebrate Successes!

57. @jasonlittle
BIG. VISIBLE.
FEEDBACK!
How satisfied is your
staff with how things
are going?

58. Big, visible program room

62. @jasonlittle
Change
Resistance
Like a rainbow coloured
unicorn, it’s fun to talk about,
but it doesn’t exist.

63. @jasonlittle
Change
Resistance II
Let me explain… Good.
Better.
Not Good.

64. @jasonlittle
Create a
Movement
Innovators
Infect the Innovators
with the virus…ok,
bad analogy…

65. @jasonlittle
Create a
Movement Early
Adopters
Inspire and motivate
the Early Adopters

66. @jasonlittle
Create a
Movement
Early
Majority
Show the Early
Majority how to
participate

67. @jasonlittle
Create a
Movement Late
Majority
Leave them alone.
But do show quick
wins.

68. @jasonlittle
Create a
Movement
Laggards
Listen to them
complain.
Then leave them
alone.

69. @jasonlittle
Co-Create
Change
You cannot control change.
You cannot plan, budget-for,
schedule and “ensure” a successful
continuous improvement initiative
You can guide change by involving
the people affected by the change
into the design of the change.

70. “We cannot solve our problems
with the same thinking we used
when we created them.”
Albert Einstein

71. @jasonlittle
How? Buurtzorg
Started with 4 Nurses
in 2006
Currently have 8000+
Nurses
No hierarchy.

72. @jasonlittle How?
From: Organizing for Complexity,
Niels Pflaeging

73. @jasonlittle
3 Final Tips
1) Co-Create change by involving
the people affected
2) Be transparent with big visible
information radiators
3) Move from plan-driven change
practices, to feedback-driven
ones

74. on a sticky note:
Write a number from 1 to 10
to indicate how satisfied you are
with this whole session
and a comment why.
10 = awesome!1 = terrible!

75. Thank You!

76. @jasonlittle
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