phd performance management program matt gilman spencer soderlind brieshon d’agostini september 28,...

PHD Performance Management ProgramPHD Performance Management Program

Matt GilmanSpencer Soderlind

Brieshon D’Agostini

September 28, 2011

PDCA Training Series 2

PLAN, Part 2

PHD Performance Management Program

Today’s objectives

• Plan the improvement: scope, team, schedule

• Build a process map• Identify root causes

PHD Performance Management Program

PDCA

PHD Performance Management Program

Plan 1 Recap: Identify & Prioritize

www.adesblog.com/category/getting-things-done/

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Rural Health Center

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50.0%

60.0%

HCRQI Facility Complaints

Facility Type

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PHD Performance Management Program

S.M.A.R.T. Goals

•Clear definition?

Simple

•Easy to measure?

Measurable

•Can you influence it?

Achievable

•Is it meaningful to your program’s goals and objectives?

Relevant

•Can it be measured at a frequency that will allow the group to solve problems?

Timely

PHD Performance Management Program

Scope your event

• Scope: strictly defining the process you intend to improve

PHD Performance Management Program

Plan the Team

• Sponsors and leadership support– Main reason why improvement efforts fall short

• Why a team?– Multiple views – Empower the people doing the work

• Who should be involved? – Representation from all affected parties

• Managers• Staff• Customer/Client

PHD Performance Management Program

Plan your schedule

• Schedule will be determined by:– Data– Scope– Urgency– Team availability

• Enough time for the team to be focused on the AIM until an improvement plan can be built– Half a day? Four-five days?– Better to have too much time and leave early!– Build in time for report-outs to the sponsor

PHD Performance Management Program

Prepping for your event

• Understand the “current state”– Talk to the staff that do the work– Statutes, rules, laws, and regulations– Process map– DON’T form a solution before the event!

• Ask staff to review the map and materials

PHD Performance Management Program

Tools for the event

• Process maps• Root cause analysis tools

PHD Performance Management Program

What is a “Process?”

• A series of activities, done in a sequential manner, that lead to a desired result that satisfies a customer or end user.

Step 1Step 1 Step 2Step 2 Step 3Step 3OutputOutput

$

$ $

InputInput

Supplier Customer or End User

PHD Performance Management Program

Process Maps

Step in the process

Step in the processStart Decision

End

PHD Performance Management Program

Process Map detail

• High-level: includes main processes, not every task within each step

• Detailed: includes every task from input to output

PHD Performance Management Program

Building the map

Remove toothbrush from

holder

Squeeze desired amount of

toothpaste on toothbrush

Brush teeth

Are teeth clean?

Rinse toothbrush Place toothbrush in holder

Rinse mouth

Identified need to brush teeth

End

No

Yes

PHD Performance Management Program

Root Cause Analysis

• Tackle the real problem• Gain a better understanding of

the problem’s context• Ensure the best possible solution• Multiple tools and methods

PHD Performance Management Program

The 5 Whys

PROBLEM: The Jefferson Memorial is eroding

• WHY? It has to be powerwashed frequently• WHY? It’s covered in bird droppings• WHY? There are a lot of birds• WHY? There are a lot of bugs for the birds to eat• WHY? The bugs are attracted to the lights at dusk

SOLUTION: turn the lights on a half hour later!

Saves money on powerwashingSaves money on restoration

PHD Performance Management Program

Cause-and-Effect Diagram

Potential Causes(Materials)

Effect(Problem Statement)

Potential Causes(Environment)

Potential Causes(Methods)

Potential Causes(People)

Potential Causes(Equipment)

PHD Performance Management Program

Fishbone Diagram example

PROBLEM:The new copier is jamming frequently

(Materials)

JammedCopier

(Environment)

(Methods) (People)(Equipment)

Paper type

Broken/dirty rollers Loading paper

incorrectly

Damp paper from old

ceiling leak

Staff trying to “fix” machine

PHD Performance Management Program

Prioritize Root Causes

• Pareto charts• Multi-voting• Using data to prioritize

PHD Performance Management Program

Next PDCA training

• DO– Develop the future state– Build an activity and data collection plan– Pilot the improvement

October 19, 1:30-3:30