Many support organizations have tried to improve the quality of their IT services and failed to achieve their desired goals. But if William Deming, the twentieth-century expert on quality, ran your IT support center, what, specifically, would he focus on? ITIL, Lean Six Sigma, and other frameworks, methodologies, and many standards can all be traced back to Deming's philosophy of management and quality. Could Deming's teaching on quality point us in the right direction? In this session, Dan Lafever will explain how Franciscan Alliance has taken Deming principles and put them into practice. Learn about the practical ways IS at Franciscan constantly improves IT support, breaks down barriers between departments, and promotes constancy of purpose.

1. Session 406:
If William Deming ran your Support Center

2. Dan Lafever, Franciscan Alliance
Dan.lafever@franciscanalliance.org; @kaizeneer

3. 1945

4. A time of reflection

5. Continue traditional ways…

6. …or embrace quality

7. If William Deming ran
your support center

8. Deming highlights
Points for
Management

9. Frameworks that draw from Deming

10. If Deming ran your support center:
1) Continuous improvement is a
focus at all levels
(PDCA, Points #5, #13)

11. Who is world class at improvement?

12. Toyota incorporated Deming’s
teachings-1
1 - The Toyota Way , page 23

13. Built on Henry Ford’s ideas -2
2 - The Toyota Way , page 22

14. Roots in scientific method

15. Kaizen - application of Deming
“Everyday, everybody, everywhere improvement” - 3
3- Masaaki Imai, Kaizen Institute

16. Inter-Department Kaizen
2319 2250
1435
(62%)
1791
(80%)
0
500
1000
1500
2000
2500
Jan '12-Jun '12 Jul '12-Dec '12
HD Phone All
HD Phone Res

17. Kaizen action

18. Improvement in common areas (5S)
3- Masaaki Imai, Kaizen Institute
Before After

19. Small Kaizen – Quick & Easy
Before After

20. Signature file kaizen
Wereceived your request to recover afile.
Wewereunable torecover your file andreceived thefollowing error whenwetried.
If the sender istrying to sendyou awebsiteaddress hewillneed toinclude the wholeweb
address,for example: http://surething.com
Before After

21. Visual Ticket with 1 click
3- Masaaki Imai, Kaizen Institute
CURRENT STATUS: LOG 02078428 CLOSED BY CHRIS FARRELL 2013-02-28 09:46:27
View List In Reverse Chronological Order
Incident Opening:
Log: 02078428 opened 2013-02-05 15:35:34
Call Type: LIS
Severity: Moderate
Description: Printer G02 (GRHPLB02) on NIR SoftLab system was swapped out by IT team at Resurrection
Medical Center. Therefore it is no longer printing from Soft. Below are the old and new designations for this
printer. Please update the G02 printer with the new designations. The previous details of the printer were as
follows: Name: RMCLAB07 Misys #5125 IP Address: 10.20.16.138 Model- HP.L J 4250/4350 The details of the
current printer are as follows: Name: RMCPRINT01/RMC LAB 11 Misys #5125 IP Address: 10.20.16.171 Model:
HP LaserJet 600/ M601
Customer Information:
Customer Name: Allison Bailey
Customer Login ID: najp1
Customer Employee ID: 045131
Customer Location: AL - Alverno Labs
Customer Department: Management Information Sr
Customer Phone: 219-989-3717 Ext. .
Customer Email: allison.bailey@franciscanalliance.org
Log Details: Opened by: Allison Bailey
Assigned to: LIS at 2013-02-05 15:38:52
Assigned By: Allison Bailey
Acknowledged by: Kathy Raker at: 2013-02-05 15:49:20
Assigned to: Kathy Raker
Resolved by: Kathy Raker at: 2013-02-05 15:57:24
Before After

22. Quick and Easy Kaizen lessons
Program Attribute Traditional Suggestion
Program/Idea Registry
Quick & Easy Kaizen program
Scope Significant or high impact Small
Impact Benefits large number Benefits me/small group
Approver Suggestion program Mgr. Supervisor
Timeframe When resources available Immediately or already done
Implementer Someone else Me/others in department
3- Masaaki Imai, Kaizen Institute

23. If Deming ran your support center:
2)Breakdown barriers to improve
quality ( Points #7, #11, #12)

24. Standup meetings between teams

25. Focused, same agenda
• Events
•
• <HEAT>
•
• Pyxis – in progress 2/14/2013
• Epic scanning down. 2/12/2013
•
• S:GroupsPublicLean Six SigmaStand_UP_meetingEvents_Log.xlsx
•
• Pain Points
•
• OAINTCI03 – bounced multiple times a day
• Connection Manager – repeatedly fails at 10PM – reported by the Help Desk; Laura will follow-up
•
• Attached Response time measures & problem mgmt. cases
•
• Share information

26. 15 minute length

27. 2X week, rapid communications

28. Team collaboration

29. Create IS on-demand (SME)

30. Help Desk/SME Kaizen loop
(Act)
Teams Identify
changes for next
day
(Plan)
Help-Desktop SME
Start with changes
(Do)
Help-Desktop SME
daily work
(Check)
Analyze results
EOD

31. Teamwork improvement

32. Go to the Gemba
(where work is done)

33. Gemba files: Dead report approver

34. Gemba files: Server reboot madness

35. Gemba files: Perpetual failing job

36. If Deming ran your support center:
3) Constancy of purpose to
improve IT services (Points #1, #14)

37. Tie purpose to mission
“Start by doing what is
necessary, then what is
possible, and suddenly you are
doing the impossible.”
Francis of Assisi

38. On a journey…

39. …to improve IT services

40. Walk purpose daily

41. My old walk…
Day
1
Month 1
Day
31
Day
1
Day
11
Day
10
Day
1
Day
30
Day
4
Day
3
Day
2
Month 1
Results
Report
Month 1
Improvements
Made
Month 2 Month 3
Monthly Management
72 Days
To Improvement
- Can’t remember
what happened
- Lots of data to sift
through
- Slow to see
change
Delays, interruptions,
Lack of focus, infrequent

42. Daily purpose in IT
Day 1 Day 2 Day 3 Day 4
Day 1
Improvements
Made
Day 2
Improvements
Made
Day 3
Improvements
Made
Day 1
Results
Report
Day 2
Results
Report
Day 3
Results
Report
- Faster results
- Small amount of
data to review
- Easy to remember
what happened
Daily Management
Do it now,
fast, habitual

43. Improvement at all levels

44. Good Day/Bad Day

45. Monitoring GD/BD

46. The trend chart

47. Help Desk GD/BD

48. If Deming ran your support center:
1) Continuous improvement is a
focus at all levels
(PDCA, Points #5, #13)

49. If Deming ran your support center:
2)Breakdown barriers to improve
quality ( Points #7, #11, #12)

50. If Deming ran your support center:
3) Constancy of purpose to
improve IT services (Points #1, #14)

51. Thank you for attending this session.
Please fill out an evaluation form for:
Session 406
If William Deming ran your support center
Dan Lafever