How do you change a corporate culture, from top-down command-and-control, to purpose-based and activist? How do you leverage the power of communities and massive volunteerism, to reload engagement? Can Quality lead the change? This presentation was made at the International Forum on Quality and Safety in Healthcare organized by the British Medical Journal in London on April 22 2015.

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QUALITY SAFETY HEALTHCARE 2015
Quality Mindset
Health and Care Radicals
Inspiring Industrial Quality Improvement
@CelineSchill

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3. A Journey Into Change
2011 2012 2013 2014
@CelineSchill
2015
Stakeholder
Engagement
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QUALITY SAFETY HEALTHCARE 2015
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HEALTHCARE 2015
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Rule #1
“Connection creates value”
11 Rules for the Social Era
Nilofer Merchant
@nilofer
@CelineSchill

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HEALTHCARE 2015
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The Management Shift
Vlatka Hlupic
@ManagementShift
“A Management shift”

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HEALTHCARE 2015
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Jon Husband
@jonhusband
Wirearchy
Wirearchy: “a dynamic two-way flow of power and authority, based on knowledge, trust, credibility and a focus
on results, enabled by interconnected people and technology”
@CelineSchill

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HEALTHCARE 2015
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Work out loud
John Stepper
@johnstepper
@CelineSchill

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HEALTHCARE 2015
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“Strategize Change from a
social movement perspective”
School for Health & Care Radicals
Helen Bevan
@helenbevan
@CelineSchill

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HEALTHCARE 2015
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“If not you, who? Keep going”
Rebels At Work
Lois Kelly
@loiskelly
@CelineSchill

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HEALTHCARE 2015
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Susan Scrupski
@bigMdata
Change Agents Worldwide
Big Mountain Data: data science for social good
Big Mountain Data: applying data science and insights for social science to end domestic violence and family
abuse http://www.bigmountaindata.com/
@CelineSchill

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HEALTHCARE 2015
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“Change is never a rational process”
John Hagel
@jhagel
@CelineSchill

12. External Engagement Reloaded
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BreakDengue.org
@CelineSchill

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Started with Social
Listening
@CelineSchill

16. Connecting the World
Against Dengue

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A Culture Change
• Speak to  Engage with
• Strategize end point  Let it emerge
• Alone  Partnership
• Institutional  Activist
• Segmented  Connected
• Speak, awareness  Shared value
@CelineSchill C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015

18. Hugely Successful
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QUALITY SAFETY HEALTHCARE 2015
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19. Internal Engagement Reloaded
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QUALITY SAFETY HEALTHCARE 2015
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Business issue:
improve manufacturing performance
@CelineSchill

20. Quality as a Movement for Change
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HEALTHCARE 2015
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HEALTHCARE 2015
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23. Enablement and Motivation
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ª A cross function, cross site, social movement approach
ª Leadership and technical skills increase
ª Digital collaboration
ª Massive volunteerism
 Quality improvement activists everywhere
@CelineSchill

24. Volunteer Power
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QUALITY SAFETY HEALTHCARE 2015
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HEALTHCARE 2015
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Toolbox
John Kotter
@CelineSchill

26. Collective Change, New Behaviors
Define the common purpose: opportunity to change
Coach top leaders to “give room”
Have (many) volunteers experiment leadership
Virally raise enthusiasm around new ways of working
Focus the energy on specific projects
Make it stick
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HEALTHCARE 2015
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HEALTHCARE 2015
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HEALTHCARE 2015
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661@CelineSchill

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HEALTHCARE 2015

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“For many years, the company has
tried to transform itself, to change –
from the company perspective. For
the first time the company is serious
about changing from its people
perspective”
“I am so grateful”
“I’ve been waiting for years for
something like this to happen”
“For the first time,
I feel I’m part of something.
I feel connected”
“I’ve always heard employee
engagement was a problem I had to
fix. Now I understand we have to let
the employees engage” “I am excited about this grassroots
movement to build community,
empower people and improve our
performance through behavioral
change”

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HEALTHCARE 2015
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WeNeedSocial.com
@CelineSchill

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40. Change Leadership, not Change Management
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HEALTHCARE 2015

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HEALTHCARE 2015
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Internet map (2005, Opte project)
@CelineSchill