In this webinar, Mark Graban & Joe Swartz, co-authors of the Shingo Award-winning book Healthcare Kaizen will discuss: - Why coaching matters to your organization, leaders, and staff - Practical methods for coaching staff and leaders - How to develop people to be better improvement facilitators - Numerous coaching scenarios and examples from Franciscan St. Francis Health and other organizations and other industries - Key coaching fundamentals used at Franciscan

1. How To Be an
Influential Kaizen Coach
Mark Graban
KaiNexus
@MarkGraban
Joe Swartz
Franciscan St. Francis
@JoeKaizeneer
Webinars
(Skip to slide #45 to watch this webinar)

2. About Joe Swartz
• Director of Business Transformation
for Franciscan St. Francis Health,
Indianapolis
• 20 years of improvement
experience, including nine in
healthcare
• Co-author of Healthcare Kaizen and
The Executive Guide to Healthcare
Kaizen
• Co-author of Seeing David in the
Stone
• Studied Electrical Engineering at
Cleveland State University and
Management at Purdue University
(Skip to slide #45 to watch this webinar)

3. Kaizen
Kai = Change
Zen = Good
© 2012-2015 Mark Graban and Joseph E. Swartz.
(Skip to slide #45 to watch this webinar)

4. “everybody
improving,
everywhere,
and every day”
(Watch this webinar)

5. 3 Levels of Kaizen
(Watch this webinar)

6. Find
Discuss
Implement
(Test)
Document
Share
The Kaizen Process
(Watch this webinar)

7. What is a Kaizen?
• Ideally, measurably better performance
– Safety, Quality, Time, Cost, Morale
– Avoid sub-optimization
• An idea that has been implemented
• Even if the idea fails, it is a Kaizen
– We learn, improve the idea, and try again
(Watch this webinar)

8. The Best Way To Start Kaizen
(Watch this webinar)

9. Why Coaching Matters
Approach #1
• Go to a class about Kaizen
• Think about Kaizen
• Plan for Kaizen
• Read about Kaizen
• Plan some more
• Plan even more…
• Don’t start until we think
we’ll do it perfectly
Approach #2
• Plan for Kaizen
• DO Kaizen
• Study your Kaizen approach
• Adjust Kaizen approach
• Learn by doing
• Get coached / mentored
(Watch this webinar)

10. Franciscan St. Francis Health
(Watch this webinar)

11. Franciscan St. Francis Health
• ~25,000 improvements since 2007
• 40% staff participation each year
• >$6 million in hard cost savings
• And better patient & staff safety,
quality, patient satisfaction, waiting
times
(Watch this webinar)

12. Leadership & Culture
• We’ve learned leadership and culture are key
• Creating an environment for Kaizen to flourish
• We build leaders through coaching
(Watch this webinar)

13. Coaching Staff & Managers
(Watch this webinar)

14. Coaching Fundamentals Intent
• Five fundamentals for supervisors
who coach their direct reports
through the implementation of
Kaizen ideas
(Watch this webinar)

15. Coaching Fundamentals
Purpose: To develop yourself and
others through cycles of learning
(Watch this webinar)

16. 1. Purpose of Kaizen Coaching
• The untapped potential in
people is extraordinary
• Kaizen is a means for people
to grow in their capabilities
• Purpose: To develop people
into improvement idea
implementers (Kaizeneers)
(Watch this webinar)

17. 1. The Purpose of Kaizen
17
(Watch this webinar)

18. Coaching Fundamentals
1.Purpose: To develop yourself and others
through cycles of learning
2.Demonstrate love & respect
(Watch this webinar)

19. 2. Demonstrate Love & Respect
“They won’t care how much you know
until they know how much you care”
–John Wooden
(Watch this webinar)

20. 2. Demonstrate Love & Respect
• Respect that they have innovative ideas
Coaching Benchmark
90%+Implementation Rate
Figure out how to say “Yes”
Source: Mark Graban and Joseph Swartz
(Watch this webinar)

21. 2. Demonstrate Love & Respect:
Prepare the Coach-ee
• Be clear to the person and others when
you are coaching and when you are being
their boss
• Have permission to coach
(Watch this webinar)

22. 2. Demonstrate Love & Respect:
Put the Coach-ee at Ease
• If they are nervous or stressed they
won’t be able to learn optimally
• Ask them to sit down
• Get at their level or below
• Ask them if they are comfortable
• Give them the time they need
• Start where the learner is
(Watch this webinar)

23. 2. Demonstrate Love & Respect:
Peter’s First Kaizen
© 2012 Joseph E. Swartz.
(Watch this webinar)

24. 2. Demonstrate Love & Respect:
Coaching Key Points
• Seek out and embrace problems
• Acknowledge the idea … “good idea!”
• Seek first to understand
– Peel back layers
• Share what you heard
• Don’t tell – ask questions
• Stay open and receptive
• Help them self discover for themselves
(Watch this webinar)

25. 2. Demonstrate Love & Respect
Supplies & Equipment Project
RT Main Supply Room – After
Pictures: © 2006, Joseph Swartz
© 2006, Joseph Swartz
(Watch this webinar)

26. Coaching Fundamentals
1.Purpose: To develop yourself and others
through cycles of learning
2.Demonstrate love & respect
3.Focus on Process
(Watch this webinar)

27. 3. Focus on Process
• Focus on the Kaizen process of thinking
and doing
– Help them learn the Kaizen process
– Help them do the right things right
• Help them see greater possibilities
• Guide them to success
• Create a safe environment to fail in
27
Kaizen Title
Before After
Effect
Name Department Supervisor Date
(Watch this webinar)

28. Paper Towel Kaizen
Before After
Automatic paper towel dispenser was very noisy,
located very near the newborn babies bedsides. They
would be exposed to the loud grinding noise hundreds
of times a day as people washed and dried their
hands.
New manual paper towel dispenser was put back into
place, located in Neonatal Intensive Care. This
decreased the noise level greatly, enabling the
premature babies located nearby to get better
undisturbed periods of rest.
The Effect
Decibel level of the automatic paper towel dispenser was greater than 50 dB. It was very disruptive to infants in
critical care. Removing the automatic and replacing with normal towel holder has improved the patients
environment.
Name Supervisor Date Estimated Cost Savings (Optional)
Shawna Owen, RN Paula Stanfill,
NICU Unit Manager
4-28-2008 Preemies need rest to decrease caloric expenditure so they gain weight and get
home sooner! One less hospital day in critical care can save over $2,000!
(Watch this webinar)

29. Coaching Fundamentals
1.Purpose: To develop yourself and others
through cycles of learning
2.Demonstrate love & respect
3.Focus on Process
4.Start small
(Watch this webinar)

30. 4. Start Small
• Seek improvement ideas that move us
progressively toward a solution, in small
bite-sized chunks
• Baby steps: What is the next small step
you can take to test your improvement
idea?
(Watch this webinar)

31. © 2012 Mark Graban and Joseph E. Swartz.
(Watch this webinar)

32. Coaching Scenario
• An employee submits a Kaizen with
the idea of building a parking garage
on the hospital campus.
• Discussion:
–Why?
–Why?
–Why?
(Watch this webinar)

33. Coaching Fundamentals
1.Purpose: To develop yourself and others
through cycles of learning
2.Demonstrate love & respect
3.Focus on Process
4.Start small
5.Follow-up until the skill is standard
(Watch this webinar)

34. 5. Follow-up
1. What did you learn?
– What worked well?
– What would you do differently next time?
2.Ensure they see the benefits of what they did
3.Ensure they know that they did it
– Keep ownership in their hands
4.Facilitate their growth as a worthwhile
contributing innovator
(Watch this webinar)

35. 5. Follow-up:
Paul’s
Driving Test
• Knowledge vs. skill
• Repetition is the
key to learning
(Watch this webinar)

36. Coaching Scenario
• A manager says they are too busy to
get all of the Kaizen reports written
up
(Watch this webinar)

37. Coaching Senior Leaders
(Watch this webinar)

38. Barriers
Excuses
Problems
Identify
Make
Solve
(Watch this webinar)

39. (Watch this webinar)

40. Senior Leaders’ Habits
• Stop jumping to solutions
– “Do we really understand the problem?”
• Stop blaming individuals
– “How did this occur?”
• Stop staying in the office
– “Let’s go to the gemba”
(Watch this webinar)

41. When Rounding…
From Judge To Celebrate
(Watch this webinar)

42. The Best Way To Start Kaizen
(Watch this webinar)

43. What If I Mess Up?
• Model the right Kaizen behaviors
• Mistakes are really just
learning opportunities
• Admit mistakes
• Be humble & honest
• Ask for help & coaching
• Move forward and get better
(Watch this webinar)

44. Thanks!
Mark Graban
KaiNexus
@MarkGraban
mark@kainexus.com
Joe Swartz
Franciscan St. Francis
@JoeKaizeneer
joeswartz14@gmail.com
• Web:
– www.kainexus.com
– blog.kainexus.com
• Past Webinars:
– www.kainexus.com/webinars
• Social media:
– www.twitter.com/kainexus
– www.linkedin.com/company/kainexus
– www.facebook.com/kainexus

45. How to be an
Influential Kaizen
Coach
To learn about being
an influential Kaizen
coach, watch the full
webinar:
Watch Now

46. Other Resources
Upcoming Webinars
KaiNexus Blog
Continuous Improvement
eBooks

47. Brought to you by
www.kainexus.com