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Establish, execute and
sustain a successful
OPEX Program
Real-life lessons from an
operational excellence expert
Donald Kuk
Chief Transformation Officer, MEDNAX
© 2020 Minitab, LLC.
2
Minitab Tutorial agenda
Duration Agenda Item and Purpose Lead
5 minutes Introduction of Donald Kuk, Guest Instructor Donald Kuk
5 Minutes
5 Minutes
5 Minutes
5 Minutes
20 Minutes
Why Minitab?
Understanding the New OPEX Continuous Improvement Paradigm
Why MINITAB is foundational for Six Sigma based Transformation
Introduce MINITAB Behavioral Analysis, AI and Cognitive Automation
Cognitive Automation Driven by Minitab
• Roles and Skillset
• Example Elements of Cognitive Automation
• Case Study: Human Skin Production augmented by A.I. RFID
• Case Study: Customer Contact Center / Physician Productivity
• Case Study: Individual Operator Human Skin Yield Improvement
Presentation for the World Health Organization in Paris
15 minutes Question and Answer Session All
© 2020 Minitab, LLC.
Introducing Today’s Guest, Instructor Donald Kuk
3
Donald Kuk is an innovative, multiple industry award-winning Global
Transformation, Cognitive Automation and Operational Excellence
Senior Executive with over 20 years of delivering record-setting top-line
growth, customer and employee satisfaction, and margin improvement
leading rapid Enterprise Transformation and Intelligent Automation for
the world’s most highly regarded manufacturing, retail and central
banking, insurance, technology, healthcare and health sciences industry
leaders.
Widely published successes include advanced metrics, analysis,
strategy, mission, vision, opportunity identification, milestones, budget
and roadmap development, multi-tiered communication,
transformation and improvement program management, training,
change and performance management, and results verification.
Named the “Enterprise Whisperer” by Fortune Magazine, Donald is a
frequent invited Conference Chairperson, Keynote Speaker, Session
Chairman and Tutorial Presenter at CEO, CFO, CIO, CTO, Operational
Excellence and Enterprise Strategy events worldwide.
https://www.linkedin.com/in/donald-kuk-782b0b9/
© 2020 Minitab, LLC.
More on Donald
4
• Highly Awarded Multiple Industry Chief Transformation Officer (OPEX, TEX and AEX)
• Drs. Edward Deming and Mikel Harry Certified Statistical Analyst and LSS MBB
• Deep Subject Matter Expertise in Electronics, Optics, and RFI Product Dev and Operations
• Co-founded The Electronic Industries Newest Technical Society (Surface Mount Technology Association)
• Served as a Board Member, Treasurer and Vice President
• Received 6 Figure Senior Executive Cash Leadership Awards From 5 Different GE Businesses In 5 Years
• Multiple Patents and Copyrights For Enterprise Transformation Tools and Methods
• Directed Enterprise Quality and Transformation Improvement Councils
• Managed 3800 Employees as JPMorgan Chase Bank GM While Recovering a $4.2B Commercial Real Estate Loan Business From a
Failed Audit
• First Transformation Officer at JPMorgan Chase Bank Under Direct Reporting To Jamie Dimon
• Recovered Computer Associates From Their Deferred Agreement With The SEC
• Chief Architect at BNY Mellon – Installed A.I. and 34 Bots Processing $1.6Trillion / Day, Received Engineering Award From Blue Prism
• Chief Transformation Officer – Mednax Health Partners – Installed Bots Processing Zero Defect Physician Licensing and Revenue Cycle
Mgt.
• Chief Transformation Officer – Academic Innovation Partners – Transforming the World’s Largest Academic Research Institute
• Board Member- IQPC – London, U.K., OPEX Society – New York, U.S.A. and Global Business Intelligence, London, U.K.
• Frequent Chairman and Keynote Speaker at Finance, Banking, Insurance, Health Care, Health Sciences and C-Level Conferences
Worldwide
© 2020 Minitab, LLC.
5
Why Minitab?
Minitab has been the
go-to analytical engine
for generations.
Founded in 1972,
Minitab possesses the
richest and most
convenient toolbox for
Lean Six Sigma based
enterprisewide
transformations.
Key Analytical Tools Frequently Used
• Gage R & R
• Process Capability Studies
• Regression on passive data
• DOE on active data
• Visualization using Descriptive
Statistics
• Charting
• Hypothesis Testing
• Factorial Analysis
• Response Surface Analysis
© 2020 Minitab, LLC.
The changing landscape of OPEX-based CI
6
IQPC surveyed their OPEX
membership to identify the top
enterprise improvement priorities for
2020.
The BOD was surprised to see fully
integrated simultaneous Technology, AI
Automation, Data, BPM / ERP,
Digitization, Talent Development, and
Staff Demand and Capacity Planning
among the prioritized “process”
improvements.
© 2020 Minitab, LLC.
7
Minitab Behavioral Analyses,
Artificial Intelligence and
Cognitive Automation
Successes
© 2020 Minitab, LLC.
Cognitive Automation Empowered by Minitab
8
8
Preparation Initiation Assessment Report & Deploy
• Assemble DAA team
consisting
• Identify/prioritize
assessment locations
• Using Minitab, baseline
& assess all prioritized
sites
• Prioritize improvement
sites based on baseline
data & needs
• Establish governance
structure to ensure
alignment
• Conduct kick-off
meeting to level-set
selected sites
• Assess & customize
change management
tools & methods
specific to sites
• Gather all available
data related to site
technologies
• Using Minitab,
perform C3 assessment
to baseline capability,
capacity, & competency
• Identify and collect
needed data
• Conduct stakeholder,
executive, & staff face-
to-face interviews
• Report results &
findings to governance
committee
• Deploy 2020 identified
gap technologies based
on assessment results
Depending on how many sites the leadership team wants to assess, multiple
assessment teams will be deployed to perform the assessments simultaneously
© 2020 Minitab, LLC.
Roles and Skillset
9
Multiple Process Analysts
Lean Six Sigma Certification, Minitab, Process Mapping, Standard Metrics, Data Rationalization,
Normalization, Stratification, Analysis, Baselining, Benchmarking, Root Cause Analysis, Performance and
Change Management, Gap Identification, Improvement Initiative Creation, Scoping, Staffing, Planning and
Budgeting
Multiple Automation Specialists
Automation Baselining, Benchmarking, Mapping, Analysis, Gap Identification, Improvement Initiative
Creation, Scoping, Staffing, Planning, Budgeting Development And Deployment
• Robotic Process Automation
• Digital workforce creation and deployment
• A.I. Machine Vision
• A.I. Radio Frequency Identification
• A.I. Business Process and Automation Management
• A.I. Speech Synthesis
Process, Automation and Technology Architect (iGrafix)
Process, Automation, Technology, Controls, API and Data Mapping, Analysis, Gap Identification, Improvement
Initiative Creation, Scoping, Staffing, Planning, Budgeting Development and Deployment
© 2020 Minitab, LLC.
Several aspects of this
Cognitive Automation project
began with Minitab analysis
10
Robotic
Process
Automation
(AI RPA)
Business
Process
Management
(AI BPM)
Machine
Vision
(AI MV)
Radio
Frequency
Identification
(AI RFID)
Speech
Synthesis
(AI SS)
Business,
Process, and
Customer
Behavioral
Data Mining
Text Analysis
(AI TA)
Machine
Learning
(AI ML)
Automation of
repetitive activities
AI-based enterprise
process management
AI based inspection
and quality
management
AI enabled , hands-free
data collection for
production, back office,
and finished goods
management
AI-based, language
agnostic parsing of text
for machine-readable
elements
Revealing deep
knowledge from existing
and new data
AI-based hands-free
voice-operated data
collection
AI-based systems
automatically learning
and improving from
execution
Unique elements of the Cognitive Automation Toolkit may be
leveraged individually or in combination to meet the unique
business requirement, while adapting to the dynamic
environment over time.
Artificial
Intelligence
Based Business
Process
Management
Structured Light Speech Syntsion
© 2020 Minitab, LLC.
Case Study: RFID Deployment in Human Skin Production
11
• Goal - Sitewide deployment on tissue, consumables, tooling, patient and production records and lab notebooks
• In daily use managing patient donor records using sterile, washable, dust free surgical tags (10K+ Tags)
• Relevant Minitab Analytical Approaches
• Data Visualization
• Analysis of Variance, AI Business Process Management
• Real-time demand and capacity planning
> Radio Frequency Identification has historically been an
advanced asset location & inventory management technology
> It is used hands-free in harmful, dangerous, sterile and
automated environments to eliminate contamination risks &
manual data entry
> RFID tracks finished goods, in-process materials, highest value
assets, tools, records, medical files, & laboratory notebooks up
to 25 meters away and in global remote locations
> When combined with an enterprisewide Intelligent Automation
platform, RFID becomes a powerful hands-free business
process management technology
© 2020 Minitab, LLC.
Case Study: Behavioral Based Enterprise Optimization
Using Time Of Day Analyses
12
• Data Visualization
• Calls per interval of time
• Sales call closing efficiency
• Heat mapping of daily results in 10 minute intervals
• Analysis of Variance
• Realtime demand and capacity planning
• Global Insurance Provider services all Yiddish speaking customers worldwide from a customer contact center in Petah Tikva I
• Changes in law demanded 100% customer approval for annual insurance policy renewal
• The increased calling demand exceeded capacity by 27%
Applied LSS baselining to incoming and outgoing call volume to determine highest periods of demand based upon 10 minute
increments of time of day, day of week and day of month
• Client / customer behavioral analysis established periods of peak demand for modeling the demand and capacity of the staff
• Sales behaviors were anticyclical with policyholder service calls and were extremely repeatable based upon the day of the week
• By optimizing the sales outreach calling we reduced missed calls while increasing sales closure calls from 14% at 8:30 am on Tuesday morning
to 83% at 3:20 pm on the same day
• Along with the behavior optimized calling, we scripted the different service and sales calls based upon the closing rate success of the best
performing operators
• The method added over $1Billion U.S.D. in new revenue, reduced staff by 43% and increased customer satisfaction top box scores and annual
retention by 26%
• The same technique was applied to optimize physician performance and increased treatments per physician per day by 26%
• Relevant Minitab Analytical Approaches
© 2020 Minitab, LLC.
Case Study: Operator YIELD Variance / June – September 2019
0
50
100
150
200
250
300
0
200
400
600
800
1000
1200
1400
1600
1800
2000
Op.
1
Op.
3
Op.
5
Op.
7
Op.
9
Op.
11
Op.
13
Op.
15
Op.
17
Op.
19
Op.
21
Op.
23
Op.
25
Op.
27
Op.
29
Op.
31
Op.
33
Op.
35
Op.
37
Op.
39
Op.
41
Op.
43
Op.
45
Op.
47
Op.
49
Op.
51
Op.
53
Op.
55
Op.
57
Op.
59
Op.
61
AverageThroughput(cm2)
Human Skin Assessment by Cutting Operator
Lots Processed Avg. Throughput
Range Tissue Area Number of donors
needed to deliver
1 million square cm
Min 769 square cm 1300 donors
Ave 1293 square cm 774 donors
Max 1871 square cm 534 donors
13
This illustrates the variance in tissue yield throughput for 61 highly trained
and skilled operators. Leveraging Machine Vision technology is increasing
overall yield by > 65+%.
Average usable tissue
area varies by operator
between 769 cm2 &
1871 cm2 per donor
LotsAssessed
© 2020 Minitab, LLC.
More Than Business Analytics … Solutions Analytics
Services
Training
Learn first-hand by attending public or
customized trainings in your facilities
according to your requirements.
Statistical
Consulting
Personalized help with statistical
challenges from collecting the right
data to interpreting analysis more.
Support
Assistance with installation,
implementation, version updates
and license management.
Solutions analytics is Minitab’s integrated approach to providing software and services that enable organizations to make better decisions that drive business excellence.
Master statistics
and Minitab
anywhere with
online training.
Machine learning and
predictive analytics
software.
Start, track, manage and
execute improvement
projects with real-time
dashboards.
Powerful statistical
software everyone
can use.
Data Analysis Predictive Modeling Visual Business Tools Project Oversight
Visual tools to
process and
product excellence.
Online Training
© 2020 Minitab, LLC.
15
THANKS!

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Real Life Lessons From an Operational Excellence Expert

  • 1. Establish, execute and sustain a successful OPEX Program Real-life lessons from an operational excellence expert Donald Kuk Chief Transformation Officer, MEDNAX
  • 2. © 2020 Minitab, LLC. 2 Minitab Tutorial agenda Duration Agenda Item and Purpose Lead 5 minutes Introduction of Donald Kuk, Guest Instructor Donald Kuk 5 Minutes 5 Minutes 5 Minutes 5 Minutes 20 Minutes Why Minitab? Understanding the New OPEX Continuous Improvement Paradigm Why MINITAB is foundational for Six Sigma based Transformation Introduce MINITAB Behavioral Analysis, AI and Cognitive Automation Cognitive Automation Driven by Minitab • Roles and Skillset • Example Elements of Cognitive Automation • Case Study: Human Skin Production augmented by A.I. RFID • Case Study: Customer Contact Center / Physician Productivity • Case Study: Individual Operator Human Skin Yield Improvement Presentation for the World Health Organization in Paris 15 minutes Question and Answer Session All
  • 3. © 2020 Minitab, LLC. Introducing Today’s Guest, Instructor Donald Kuk 3 Donald Kuk is an innovative, multiple industry award-winning Global Transformation, Cognitive Automation and Operational Excellence Senior Executive with over 20 years of delivering record-setting top-line growth, customer and employee satisfaction, and margin improvement leading rapid Enterprise Transformation and Intelligent Automation for the world’s most highly regarded manufacturing, retail and central banking, insurance, technology, healthcare and health sciences industry leaders. Widely published successes include advanced metrics, analysis, strategy, mission, vision, opportunity identification, milestones, budget and roadmap development, multi-tiered communication, transformation and improvement program management, training, change and performance management, and results verification. Named the “Enterprise Whisperer” by Fortune Magazine, Donald is a frequent invited Conference Chairperson, Keynote Speaker, Session Chairman and Tutorial Presenter at CEO, CFO, CIO, CTO, Operational Excellence and Enterprise Strategy events worldwide. https://www.linkedin.com/in/donald-kuk-782b0b9/
  • 4. © 2020 Minitab, LLC. More on Donald 4 • Highly Awarded Multiple Industry Chief Transformation Officer (OPEX, TEX and AEX) • Drs. Edward Deming and Mikel Harry Certified Statistical Analyst and LSS MBB • Deep Subject Matter Expertise in Electronics, Optics, and RFI Product Dev and Operations • Co-founded The Electronic Industries Newest Technical Society (Surface Mount Technology Association) • Served as a Board Member, Treasurer and Vice President • Received 6 Figure Senior Executive Cash Leadership Awards From 5 Different GE Businesses In 5 Years • Multiple Patents and Copyrights For Enterprise Transformation Tools and Methods • Directed Enterprise Quality and Transformation Improvement Councils • Managed 3800 Employees as JPMorgan Chase Bank GM While Recovering a $4.2B Commercial Real Estate Loan Business From a Failed Audit • First Transformation Officer at JPMorgan Chase Bank Under Direct Reporting To Jamie Dimon • Recovered Computer Associates From Their Deferred Agreement With The SEC • Chief Architect at BNY Mellon – Installed A.I. and 34 Bots Processing $1.6Trillion / Day, Received Engineering Award From Blue Prism • Chief Transformation Officer – Mednax Health Partners – Installed Bots Processing Zero Defect Physician Licensing and Revenue Cycle Mgt. • Chief Transformation Officer – Academic Innovation Partners – Transforming the World’s Largest Academic Research Institute • Board Member- IQPC – London, U.K., OPEX Society – New York, U.S.A. and Global Business Intelligence, London, U.K. • Frequent Chairman and Keynote Speaker at Finance, Banking, Insurance, Health Care, Health Sciences and C-Level Conferences Worldwide
  • 5. © 2020 Minitab, LLC. 5 Why Minitab? Minitab has been the go-to analytical engine for generations. Founded in 1972, Minitab possesses the richest and most convenient toolbox for Lean Six Sigma based enterprisewide transformations. Key Analytical Tools Frequently Used • Gage R & R • Process Capability Studies • Regression on passive data • DOE on active data • Visualization using Descriptive Statistics • Charting • Hypothesis Testing • Factorial Analysis • Response Surface Analysis
  • 6. © 2020 Minitab, LLC. The changing landscape of OPEX-based CI 6 IQPC surveyed their OPEX membership to identify the top enterprise improvement priorities for 2020. The BOD was surprised to see fully integrated simultaneous Technology, AI Automation, Data, BPM / ERP, Digitization, Talent Development, and Staff Demand and Capacity Planning among the prioritized “process” improvements.
  • 7. © 2020 Minitab, LLC. 7 Minitab Behavioral Analyses, Artificial Intelligence and Cognitive Automation Successes
  • 8. © 2020 Minitab, LLC. Cognitive Automation Empowered by Minitab 8 8 Preparation Initiation Assessment Report & Deploy • Assemble DAA team consisting • Identify/prioritize assessment locations • Using Minitab, baseline & assess all prioritized sites • Prioritize improvement sites based on baseline data & needs • Establish governance structure to ensure alignment • Conduct kick-off meeting to level-set selected sites • Assess & customize change management tools & methods specific to sites • Gather all available data related to site technologies • Using Minitab, perform C3 assessment to baseline capability, capacity, & competency • Identify and collect needed data • Conduct stakeholder, executive, & staff face- to-face interviews • Report results & findings to governance committee • Deploy 2020 identified gap technologies based on assessment results Depending on how many sites the leadership team wants to assess, multiple assessment teams will be deployed to perform the assessments simultaneously
  • 9. © 2020 Minitab, LLC. Roles and Skillset 9 Multiple Process Analysts Lean Six Sigma Certification, Minitab, Process Mapping, Standard Metrics, Data Rationalization, Normalization, Stratification, Analysis, Baselining, Benchmarking, Root Cause Analysis, Performance and Change Management, Gap Identification, Improvement Initiative Creation, Scoping, Staffing, Planning and Budgeting Multiple Automation Specialists Automation Baselining, Benchmarking, Mapping, Analysis, Gap Identification, Improvement Initiative Creation, Scoping, Staffing, Planning, Budgeting Development And Deployment • Robotic Process Automation • Digital workforce creation and deployment • A.I. Machine Vision • A.I. Radio Frequency Identification • A.I. Business Process and Automation Management • A.I. Speech Synthesis Process, Automation and Technology Architect (iGrafix) Process, Automation, Technology, Controls, API and Data Mapping, Analysis, Gap Identification, Improvement Initiative Creation, Scoping, Staffing, Planning, Budgeting Development and Deployment
  • 10. © 2020 Minitab, LLC. Several aspects of this Cognitive Automation project began with Minitab analysis 10 Robotic Process Automation (AI RPA) Business Process Management (AI BPM) Machine Vision (AI MV) Radio Frequency Identification (AI RFID) Speech Synthesis (AI SS) Business, Process, and Customer Behavioral Data Mining Text Analysis (AI TA) Machine Learning (AI ML) Automation of repetitive activities AI-based enterprise process management AI based inspection and quality management AI enabled , hands-free data collection for production, back office, and finished goods management AI-based, language agnostic parsing of text for machine-readable elements Revealing deep knowledge from existing and new data AI-based hands-free voice-operated data collection AI-based systems automatically learning and improving from execution Unique elements of the Cognitive Automation Toolkit may be leveraged individually or in combination to meet the unique business requirement, while adapting to the dynamic environment over time. Artificial Intelligence Based Business Process Management Structured Light Speech Syntsion
  • 11. © 2020 Minitab, LLC. Case Study: RFID Deployment in Human Skin Production 11 • Goal - Sitewide deployment on tissue, consumables, tooling, patient and production records and lab notebooks • In daily use managing patient donor records using sterile, washable, dust free surgical tags (10K+ Tags) • Relevant Minitab Analytical Approaches • Data Visualization • Analysis of Variance, AI Business Process Management • Real-time demand and capacity planning > Radio Frequency Identification has historically been an advanced asset location & inventory management technology > It is used hands-free in harmful, dangerous, sterile and automated environments to eliminate contamination risks & manual data entry > RFID tracks finished goods, in-process materials, highest value assets, tools, records, medical files, & laboratory notebooks up to 25 meters away and in global remote locations > When combined with an enterprisewide Intelligent Automation platform, RFID becomes a powerful hands-free business process management technology
  • 12. © 2020 Minitab, LLC. Case Study: Behavioral Based Enterprise Optimization Using Time Of Day Analyses 12 • Data Visualization • Calls per interval of time • Sales call closing efficiency • Heat mapping of daily results in 10 minute intervals • Analysis of Variance • Realtime demand and capacity planning • Global Insurance Provider services all Yiddish speaking customers worldwide from a customer contact center in Petah Tikva I • Changes in law demanded 100% customer approval for annual insurance policy renewal • The increased calling demand exceeded capacity by 27% Applied LSS baselining to incoming and outgoing call volume to determine highest periods of demand based upon 10 minute increments of time of day, day of week and day of month • Client / customer behavioral analysis established periods of peak demand for modeling the demand and capacity of the staff • Sales behaviors were anticyclical with policyholder service calls and were extremely repeatable based upon the day of the week • By optimizing the sales outreach calling we reduced missed calls while increasing sales closure calls from 14% at 8:30 am on Tuesday morning to 83% at 3:20 pm on the same day • Along with the behavior optimized calling, we scripted the different service and sales calls based upon the closing rate success of the best performing operators • The method added over $1Billion U.S.D. in new revenue, reduced staff by 43% and increased customer satisfaction top box scores and annual retention by 26% • The same technique was applied to optimize physician performance and increased treatments per physician per day by 26% • Relevant Minitab Analytical Approaches
  • 13. © 2020 Minitab, LLC. Case Study: Operator YIELD Variance / June – September 2019 0 50 100 150 200 250 300 0 200 400 600 800 1000 1200 1400 1600 1800 2000 Op. 1 Op. 3 Op. 5 Op. 7 Op. 9 Op. 11 Op. 13 Op. 15 Op. 17 Op. 19 Op. 21 Op. 23 Op. 25 Op. 27 Op. 29 Op. 31 Op. 33 Op. 35 Op. 37 Op. 39 Op. 41 Op. 43 Op. 45 Op. 47 Op. 49 Op. 51 Op. 53 Op. 55 Op. 57 Op. 59 Op. 61 AverageThroughput(cm2) Human Skin Assessment by Cutting Operator Lots Processed Avg. Throughput Range Tissue Area Number of donors needed to deliver 1 million square cm Min 769 square cm 1300 donors Ave 1293 square cm 774 donors Max 1871 square cm 534 donors 13 This illustrates the variance in tissue yield throughput for 61 highly trained and skilled operators. Leveraging Machine Vision technology is increasing overall yield by > 65+%. Average usable tissue area varies by operator between 769 cm2 & 1871 cm2 per donor LotsAssessed
  • 14. © 2020 Minitab, LLC. More Than Business Analytics … Solutions Analytics Services Training Learn first-hand by attending public or customized trainings in your facilities according to your requirements. Statistical Consulting Personalized help with statistical challenges from collecting the right data to interpreting analysis more. Support Assistance with installation, implementation, version updates and license management. Solutions analytics is Minitab’s integrated approach to providing software and services that enable organizations to make better decisions that drive business excellence. Master statistics and Minitab anywhere with online training. Machine learning and predictive analytics software. Start, track, manage and execute improvement projects with real-time dashboards. Powerful statistical software everyone can use. Data Analysis Predictive Modeling Visual Business Tools Project Oversight Visual tools to process and product excellence. Online Training
  • 15. © 2020 Minitab, LLC. 15 THANKS!