agile operations changing the way we lead…...2016/08/20 · the agile practices we use in...
TRANSCRIPT
Changingthewaywelead…AgileOperations:
Jennifer Richardson, Senior Vice President OperationsBlue Cross & Blue Shield of Nebraska
Wherewewere…Thehealthinsuranceindustry…Whetwewere…
DataWarehouse
v.1
Corelink
TheAffordableCareAct
KeepYourPlan
CHI
Sustainability
20092010
20112012
20132014
20152016
AgileIntroduced
LeanIntroduced
CentralCity
Migration
ITStableTeams
AgileOperations Enterprise
CommandCenter
AgileGovernance
PrioritizedBacklog
Wherewewere…ClaimOperations…wewere…
• ClaimsSystemmigration:Firstgroupsmigratedin2009:completelyalteredworkflow
• “Staffedup”Operationstoensureaseamlesstransitionforourmigratingmembers
• Bymid-2010,operationsstaffwasatall-timehigh,wefaceddownsizingpost-migration
• Dueto2monthgraceperiod,½ourstaffmetproductivitygoalsonlyeveryothermonth
• Entitlementculture
• ACApromptedcontinualchanges
• Archaicleadershippractices
• Productivitydrivenwork
• LetterstoCEOfromauditors:productivitygoals“unfair”,we“owe”themajobuntilretirement
Leadership:• Hiredforsubjectmatterexpertise• CommandandControl• InconsistentLeadership• Highlyempathetic/maternal• Createdentitlementculture• Processcontrolledaction
Work:• Significantwasteinprocess
• Bottlenecks• Slowdeliveryspeed
• Qualitychallenges/rework• Processheavy
• Reliantonovertime
Thechallenge…
lackofcriticalthinking
timespentfire-fighting
cultureofentitlement
burnout+spreadtoo
thin
decisionshappenin
silos
over-production,
duplicateworkbetweenareas
over-reliantonprocess
bottlenecks“that’snotmyjob.”
maternalistic
compliancefocused
lowtolerance
formistakes
reactive
lowteammorale
leadersasproblem
solvers/heroes
specializedroles
administratorsacceptanceofstatusquo
reactivecapacityplanning
• Typical4weekLeanKaizen– Firstthreeweekswithco-leads– Lastweekwithcrossfunctionalteamof5-7
• Eachleaderrequiredtolead2peryear• Implementbyendof4th week• Teamreportoutatendofweek4
Oursolution…IntroduceLeanModel…were…
• ServantLeadership– Factorymodel- weallcontributetothewhole– Focusonprovidingsupportandleadershiptofrontlineemployees
• Facilitation– Learntospeakup– Drivehealthyconflict
• Shadow– Adopt- Modify
LeadershipTraining
LeanProgramLeadershipGrowth…
constantevaluationandsharingofresources
questionoldpolicies
focusoncontinual
improvement
managersowningtheprocess
empoweredaction
reducedcomplacency
intunewith“layerbelowthesurface”
bettercommunicatio
n
LeanProgramWorkResults…
0
50
100
150
200
250
300
350
400
450
500
2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
#ofEmployees
0
500
1000
1500
2000
2500
3000
3500
2010 2011 2012 2013 2014 2015 2016 2017 2018
ClaimsperEmployee
Leanbroughtsignificantimprovements,buttherewasstillachallengingpathahead…
LeadershipTeamChallenges:– Managerassignedwork– PendandWait– ProductivityFocused
TimeSpent:
WorkChallenges:• Largebacklogofwork
• Constantlychangingpriorities• Silos,handoffs,lackofcollaboration
• Qualityandreworkissues• Heavyprocess
Thenextchallenge…
workmanagementandfire-fighting
processimprovement
PeopleDevelopment
falseprogress:start+never
finishtimespentfire-fighting
burnout+spreadtoo
thin
decisionshappenin
silos
emailasprimary
communication
over-production,
duplicateworkbetweenareas
unproductiveconflict
pendandwait
peopledevelopmentnotprioritized
lackofresults
thegrapevine
lackofabilitytorespondtomarket
conditions
politicsandturfwars
TheSolution…
• WorkforceTeam:• Evaluatesallworkloadsandassignswork• Resolvesimpediments• Accountabletotheteamforresults
• WorkforceLeaders:• Workmanagement• Firefighting• ResourceCapacityReview
Completedindailystandups
workmanagement
peopledevelopment
Fire-fighting
processimprovement
ResourceManagers:• PeopleDevelopment• ProcessImprovement
Separateworktoensureappropriatefocusonpriorities
Delivery Manager
Business Advisor
Workforce Manager
Resource ManagersStand-Up
ManagersTeamLeads
SMEsfromotherareas
Workforce Management Team Leadership Triangle in Operations
FUNCTIONAL LEAD FACILITATION
EXECUTE
STRATEGY
PRIORITIZE
• Improveturn-aroundtimeforourCustomers• Prioritizebacklogs&queues• Removeimpedimentsfromauditingteams• Increaseexposuretootherlinesofbusiness• Increasedflexibilitybyresources• Strategizethetechnicalandbusinesschanges• Improvecommunicationacrossteams• Eliminateredundancyandduplicateworkefforts• Createmorevisibilityandtransparencyinordertobemore
proactivethanreactive
ResponsibilitiesoftheWorkForceTeam
• Improveturn-aroundtimeforourCustomers• Beaccountableatdailystandupsforanyagedclaims
• Cometothestandupandexplainanyclaimover30daysandwhatimpedimentsstandinthewayofprocessing
• Bringanyimpedimentstoprocessingtodailystandup
NOTE:Notallstaffattendsstandups.Leadsrepresenttheteamsgenerally.Anyauditorswithclaimsover30days(orhighdollars)cometothestandup.
ResponsibilitiesoftheStaff
• Coachinganddevelopingteammembers• Budgets• EmployeeProgressionProgram• ProcessImprovements• Hiring,rewardprogramsanddisciplinaryactions
ResponsibilitiesoftheResourceManagers
The Agile Practices we use in OperationsServant Leadership
Visual RadiatorsStand-Ups
RetrospectivesDemos
Collaboration SpacesJust Enough, Just in Time
Define “Done”
CLARITY * FOCUS * EXECUTION * CULTURAL TRANSFORMATION
Claims Workforce Management
OperationsStandup…
LeadershipTeam TacticaltoStrategicLeadership:• Visionary
• BigPicture/dotconnector
• Strategicplanning
• Valuefocus
• Effectiveinitiativeowner
• Continuousimprovement
• Effectivefacilitator
• Influentialchangeleader
• Coachandmentor
• Servantleadership
AgileOrganizationalStructureVPClaims
DirectorClaims
Manager
DirectorClaims
Manager Manager
DirectorClaims
Manager Manager
Before:
After:
Howarewemeasuringsuccess?
Collaboration + 42% ▲Trust + 37% ▲Respect + 27% ▲Customer Focus + 27% ▲Innovation + 25% ▲Team Management + 23% ▲Optimism + 22% ▲
Culture
Workable Claims/FTE + 20% ▲Transactional Measures + 10% ▲Aging Claims Reduced
Productivity
COLLABORATION:WeworkasaTeamtofindthebestsolution.Wespeakupwhenweknowsomethingiswrong.Succeedingasateamisasimportantassucceedingindividually.
RESPECT:Thereisanatmosphereofmutualrespectandgenuinepositiveregard.Contemptandhostilityarenottolerated.WeempowerothermembersoftheTeamtocontribute.
CUSTOMERFOCUS:AsaTeam,weputourselvesinourCustomer’sshoes.Wemakesounddecisionstomeettheirneeds.Wedonotignoreproblemsoutsideourareasofresponsibility.
TEAMMANAGEMENT:HelpTeamMembersgrowanddeveloptheircareerplan.ManagershelpimprovetheoverallprocessesoftheTeam.
INNOVATION:OnthisTeamwespeakupaboutourideasandlookforopportunitiestoperformourjobbetter.Wedonotholdontooutdated,inefficientwaysofdoingthings.
OPTIMISM:TheTeamhasaninspiringsharedvision.Theyareenthusiastic,forwardlookingandappreciativeofeachother.Therearelowlevelsofcynicism,pessimism,helplessness,hopelessnessordwellinginthepast.
• Veryhard,butveryrewarding.Adapttothepaceofchange
• Gotogether.Wemadethesechangeswithourexistingleadershipteam
• Inspectandadapt• Alwaysadheretocoreprinciples• Empowerthemanagementteam.Teachthemtoengageinstrategicleadership
LessonsLearnedandChallenges
• Greatatexecution– needtobalancewithsuccessfulachievementofmeaningfulresults
• Playtowin
Upcomingchallenges…
+ Discontinueameetingthatnolongerprovidesvalue.
+ Lookataprocess&suggestimprovements.
+ Sendasurvey;usefeedbacktoimprove.
+ Whenyoumakeamistake,talkaboutit.
+ Adjustpriorities.
+ Experiment.Trysomethingnew.
Adaptability Adaptability…
+ Suggestasolutioninsteadofcomplaining.
+ Askifyoucantaketheleadonsomething.
+ Speakupwhensomethingdoesn’tmakesense.
+ Peopleclosesttotheworkmakedecisions.
+ Engagetheteaminabrainstormingsession.
+ Ask:“Whatdoyourecommend?”
+ Tellsomeonewhatyouwant,not howtodoit.
Empowerment…
+ Communicatethe“why”behindadecision.
+ Q&Asessionswithleadership.
+ Havemeetingsinopenspaces.
+ Keepdoorsopen.
+ Admitwhenyoudon’thavetheanswer.
+ Clarifyyourpriorities.
+ Visualizethings.
+ Celebratewhenyoureachateammilestone.
Transparency…
Ifyouwanttogoquickly,goalone.Ifyouwanttogofar,gotogether.
Africanproverb
Theflowerthatbloomsinadversityistherarestandmostbeautifulofall.-WaltDisney
CharlesDarwin
“It is not the strongest of the species that survives, nor the
most intelligent. It is the one that is most adaptable to change.”
“It is not the strongest of the species that survives, nor the most intelligent. It is the one
that is most adaptable to change.”