This document summarizes a presentation about implementing continual service improvement (CSI) through small, incremental changes known as kaizen. It discusses engaging staff to generate ideas, capturing ideas, approving and implementing ideas, measuring savings and improvements, and sustaining the process over time. The goal is to generate many small ideas from staff to improve processes and reduce waste through a structured kaizen program.

1. Session 803
The Best CSI experts already work
for you.

2. Dan Lafever
IT Service Quality Manager
Franciscan Alliance Information Services
Franciscan Alliance Information Services is a division of Franciscan Alliance, Inc. We
provide healthcare information technology services for the corporation healthcare
providers including hospitals, homecare organizations and a reference lab
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3. Management has embraced
continual service improvement
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4. Your job: get every one involved!
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5. Ignore and defend
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6. Empower and commend
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7. Engage your staff with Quick & Easy
Kaizen
Time Savings at Help Desk with Heat Logs
Before After
When closing Heat logs we receive a pop up screen Eliminate the ‘close description’ pop up to reduce
that is no longer used and needs to be cancelled over processing waste.
before getting to the actual close screen.
The Effect
Eliminates an extra step to close a log thereby speeding up the process & reduces call handle time by 5
seconds for every call.
Name Leader Date Estimated Savings
Dottie Glenna 6/8/07 14 hours of Ready time recovered ($500/month)
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9. Definition
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10. 10

11. Change the method
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12. Small scale improvements
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13. Change within constraints
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14. Leverage staff expertise
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15. 10,000 hours = skill mastery*
*- Malcolm Gladwell,
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Outliers

16. Your staff-perpetual idea generators
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17. Ideas others would miss…
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18. Fits into improvement strategy
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19. Large-Six Sigma project
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20. Medium – Kaizen session
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21. Small – meeting for problem solving
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23. How the QEK process works
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24. Before, after, effect
Updated Password Help Information for P-Synch on Citrix Home Page (Help Desk)
Before After
Text directing customers to P-Synch link was not Requested the text to be changed to something
clear or easy to understand on Citrix home page: more understandable.
Forget your password? Click here. Need help with your password? To change, reset, or
P-Synch: Self-Service Login is now available. unlock your account, Click here. P-Synch: Self-
Service Login is now available.
The Effect
•Improve availability by reducing the number of calls to the Help Desk from customers.
•Reduce confusion and improve customer satisfaction.
•Increase in use of P-synch by customers.
Name Leader Date Estimated Cost Savings
Lee Dan 2/28/2007 Reduction in calls.
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25. Supervisor: Approve, record, engage
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26. Implement and recognize
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27. Training staff
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28. Focus on generating lots of small ideas
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29. Train on idea submission process
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30. Respect for people & their ideas
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31. Idea generation
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32. 700,000 ideas, 99% impl rate*
*-Jon Miller,
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Gemba Research

33. Eliminates waste
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34. Focus on improvements, not problems
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36. Sustaining QEK
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37. Management engagement
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38. Build into employee goals
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39. Celebrate and recognize
“COTG Printer list Improvement at the Help Desk”
Before After
Reading the list that shows all of the printer ids for The list is easy to read without having to scroll up to
each hospital was difficult. One would have to scroll see the categories.
up each time they wanted to see a category.
The Effect
Now, the category list is locked and it is easy to read no matter where you scroll on the page.
Name Leader Date Estimated Cost Savings
Brian Glenna 11/19/07 30 seconds saved per printer call
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40. Common problems
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41. Ideas too big
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42. Ideas not captured
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43. “You stole my idea!”
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44. Wisdom
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45. Idea “makeover”, not rejection
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46. Measure savings & improvements
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47. Add to meeting agendas
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51. Thank you for attending this presentation!

52. Winning Serena software’s
Help Desk Haiku contest…
…with kaizen thinking.
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53. Enter the "Help Desk Haiku" Contest for a chance to win an iPad2!
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54. Idea #1: Read the rules
(Constraint discovery)
5,7,5
#helpdeskhaiku
No duplicate tweets
Creative, humorous, original
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55. Idea #2: Manual syllable count
Endless ringing line
Fax machine with wrong number
Praying it will stop
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56. Idea #3: Record haikus to prevent duplicate
entries
Convent Help Desk call
Nun spills drink onto PC
Water into “whine”.
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57. Idea #4: Add movie themes
Gollum on the line
Old Tolkien ring network hung
“Lost my precious” file
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58. Idea #5: Haiku Syllable checking
Doc screams “saving lives!”
“Need my password changed right now!”
Calls from funeral home
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59. Idea #6: Predictive analytics (How am I doing?)
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60. Idea #7: Last tweeted, top of document
Starbucks strikes again
Laptop takes coffee bath needs
Decaffeination
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61. Idea #8: Build haikus in syllable checker
Help Desk Queue is full
tickets backing up…We need
support laxative
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62. Idea #9: Reality show themes
It’s Help Desk Hustle
callers “bump and grind” us We’re
Dancing with the Scars!
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63. Idea #10: Visit Serena booth at Fusion11
Follow @Serena_Software
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64. The winning entry:
Help Desk horror flick:
rogue tech kills main router in,
“Silence of the LANS”
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65. Final Thought:
Anything you do is a process that can be
improved.
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