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Building Rapport with Improvement Teams – Step 3

A district level manager was hopping mad about something. I decided to see if I could use pacing and leading to calm her down and get back to solving the problem to meet her needs.



 

Posted by Jay Arthur in healthcare, Improvement Insights, Lean, Manufacturing, QI Macros, Service, Six Sigma.

Building Rapport with Improvement Teams – Step 2

My boss sent me to talk to a cranky manager about a software project he wanted to do. Here’s how I used non-verbal rapport to connect with him in 30-60 seconds.

 

Posted by Jay Arthur in healthcare, Improvement Insights, Lean, Manufacturing, QI Macros, Service, Six Sigma.

Building Rapport with Improvement Teams – Step 1

I was tasked with training the leadership team of U S West, the president and his vice presidents. Here’s how I started to build rapport with the leadership team and every team afterwards.

 

 

Posted by Jay Arthur in healthcare, Improvement Insights, Lean, Manufacturing, Service, Six Sigma.

Lean Graduation Ceremonies

Last week, our grandson graduated from Colorado College and our granddaughter graduated from Rock Canyon High School.

Jake’s graduating class of 500 went single file to the podium to receive their diploma.

Rachel’s graduating class of 500 came from four directions simultaneously. Four name callers, four people handing out diplomas.

Which one do you think went faster?

Posted by Jay Arthur in Lean, QI Macros, Service.

Mistake-Proofing Checkout

My wife and I were on a cruise recently. The day before checkout the cruise director recommended that we put one of our shoes we planned to wear to the airport inside the lockbox in our room. Obviously too many people leave valuables behind.

What are you doing to mistake-proof your customer’s experience?

Posted by Jay Arthur in Lean, Service, Six Sigma.

Are We Teaching Students the Unnecessary Things?

I’m here at the IISE (Institute of Industrial and Systems Engineers) conference in Pittsburgh.

One professor had been teaching students how to use Excel to create control charts, but he was beginning to feel like that was a waste of classroom time (duh!).

I beat him up a little for teaching DIY Excel stuff to students. If the professor does it, they think that’s how it’s done. With QI Macros he can get them right into analysis.

I feel the same way at ASA (American Statistical Association) when they use “R” to do statistics. Sure it’s free, but should statisticians be programming in “R” or just using software to achieve the same result.

Posted by Jay Arthur in healthcare, Lean, Manufacturing, Service, Six Sigma, Statistics.

Top Leaders Deliver Reliably

May-June 2017 HBR discusses the results of a 10-year study of what makes CEOs great.

Of the four traits, number 4, Delivering Reliably, was found to be the most powerful of the four essential behaviors. Reliable CEOs were 15 times more likely to succeed.

I have found that one of the most effective ways to deliver reliably is to use Lean Six Sigma to simplify, streamline and optimize performance.

Posted by Jay Arthur in healthcare, Lean, Manufacturing, Service, Six Sigma.

Lean Insights from “The Founder” Movie

Early in the movie, the McDonald’s brothers describe how they came up with the concept for speedy service. It’s Lean.

They had too many menu items, so they decide to simplify down to burgers, fries and soft drinks. (Think Lean inventory.)

They go to a tennis court and use chalk to lay out a possible floor plan to deliver service fast. One brother stands on a ladder watching while the employees pantomime cooking burgers, fries and soft drinks.

They go through several iterations to converge on their final design. (Think value stream mapping and spaghetti diagramming.)
I think they might have done it faster with cardboard boxes, but I wasn’t there.

Posted by Jay Arthur in healthcare, Lean, Manufacturing, Service.

Lean Water Work?

Denver Water sent us a letter back in October about upcoming road closures, then delayed it a month.

They moved in a bunch of equipment one week. Then over a week later they jumped into action to install part of a new pipeline  just before a big snow storm.

Then it was cold for a week. Then they did another day’s work. Not working today.

Not exactly one-piece flow.

There are two dump trucks and three backhoes and bulldozers sitting around while all this is going on. Couldn’t this equipment be useful somewhere? Seems like a lot of inventory sitting idle.

Posted by Jay Arthur in Lean, Service.

The Great Training Robbery

October 2016 HBR article, Why Leadership Training Fails-and What to Do About It, calls the $160 Billion spent on training in the U.S. the Great Training Robbery. The authors say: “Learning doesn’t lead to better organizational performance, because people soon revert to their old ways of doing things.”

Unfortunately, this is true of most Six Sigma training courses. If you don’t apply what you’ve learned immediately to reducing delay, defects and deviation, the learning is lost in 72 hours.

That’s why my Lean Six Sigma workshops focus on solving real problems using existing data. Once people connect the methods and tools to results, it’s hard to go backward.

Posted by Jay Arthur in healthcare, Lean, Manufacturing, Service, Six Sigma.