Define the problem to be solved.

Measure current performance.

Analyze the current performance.

Improve performance.

Control the change.

C

DMAIC

Control phase

A3

Control

Revise A3

Define

Control C

DMAIC/A3 cycle

What did we hope to achieve?

What are the

results?

A3 C

Think about your accomplishments

8. Compare Goals with Results:

Can we be sure of our

impact?

Lessons learned?

Thoughts?

A3 C

Think about what you and your team have learned

9. Reflect on the Project:

Ideas?

CControl

Control PhaseSteps: 1. Develop methods to

monitor improvement2. Identify who is in

charge of making changes and for making changes stick

3. Recognize team’s achievements

4. Be vigilant for further opportunities to improve

Tools:• ✔ Brainstorming• ✔ Implementation

Plan

Now that you know how the system is working:

• Determine what metrics will help you keep the process on track

• Record your baseline and plan the gains you want to achieve

• Set incremental goals to be met daily, weekly, monthly, and quarterly

Monitor

CMonitor

Track your savings!Track the

improvements

Example

Your team has concluded that a key performance indicator (KPI) is that all new files are processed each day. Track this with a chart recording outgoing files over incoming files. Mark days not achieving 100% as red.

Monitor

CMonitor

Visual monitoring example

M T W Th F

114/114

114/116

121/120

119/118

112/112

Post this so the whole team can track its performance!

Example

A KPI is that all departments must submit their records on time for further processing. Mark departments red if their submission is late, green if on-time.Monitor

CMonitor

Visual monitoring example

Department Fiscal period 1

Fiscal period 2

FacilitiesHuman ResourcesFinanceStudent Housing

REMEMBER ACCOUNTABILITY

• Somebody must maintain the charts!

• Somebody must review the charts!

• Somebody must be accountable for the flaws exposed by the charts!

Monitor

CMonitor

Remember accountability

Expect to uncover new problems; this is part

of the continous improvement process

CControl

Control PhaseSteps: 1. ✔Develop methods to

monitor improvement2. Identify who is in

charge of making changes and for making changes stick

3. Recognize team’s achievements

4. Be vigilant for further opportunities to improve

Tools:• ✔ Brainstorming• ✔ Implementation

Plan

• Designate a “fire starter” and “flame keeper” to make and maintain improvements.

• Teach employees why the change is necessary.

• Train employees in the new process.

Institutionalize

CInstitute

Make the change

stick

Maintain the change

Institutionalize

CInstitute

BACKSLIDING

No backsliding

Institutionalize

CInstitute

What are the common errors in the process? How can you prevent

them?

Remove the opportunity

for mistakes.

Mistake-Proof the Process

For example:

Institutionalize

CInstitute

Limit data field input with drop down menus, radio buttons,

etc.Provide sample forms that show

the correct format

Make it IMPOSSIBLE for someone to get it

wrong!

Mistake-Proof the Process

CControl

Control PhaseSteps: 1. ✔Develop methods to

monitor improvement2. ✔Identify who is in

charge of making changes and for making changes stick

3. Recognize team’s achievements

4. Be vigilant for further opportunities to improve

Tools:• ✔ Brainstorming• ✔ Implementation

Plan

• Reward your team• Award key contributors• Thank stakeholders• Encourage everyone to

apply Lean in other appropriate situations

Recognize &

Reward

CAcknowledge

Close the Project

CControl

Control PhaseSteps: 1. ✔Develop methods to

monitor improvement2. ✔Identify who is in

charge of making changes and for making changes stick

3. ✔Recognize team’s achievements

4. ✔Be vigilant for further opportunities to improve

Tools:• ✔ Brainstorming• ✔ Implementation

Plan

Now revise the A3 Compare Goals with Results

• Did your team meet the goals you set at the beginning? If not, explore the reasons why.

A3 C

Compare Goals with Results, Example

A3 C

8. Compare Goals with Results:Goal: Move more individuals from check to e-check.

• We have increased the percent of vendors receiving electronic payments from 6.2% to 30%.

Goal: Capture discounts.• Many vendors prefer full payment to early payment.

Still, 281 offer a discount for early payment.

Revise the A3 Reflect on the Project

• Consider the successes and failures. What experiences can be applied to future projects?

• Is there room for more improvement? Return to Define!

A3 C

Reflect on the Project, Example

A3 C

9. Reflect:There is always room for improvement. We overestimated the number of vendors we thought would want a discount. Because of the economy, many vendors decided they preferred full payment in 30 days rather than a 2% discount for early payment. We also experienced difficulty with the check writing fee.Implementation is the hardest phase and where the project can fail. To help avoid this, involve more stakeholders in the early phases.

Update C

Revisit, Verify, UpdateRevisit and Verify:• At the end of every

phase, review your:– Project Charter– Stakeholder

Analysis Tool– Communication Plan

• Check that you are on track!

Update:• Every quarter you will

receive an email from the Lean Office asking for your updated Project Charter to be submitted to the Board of Trustees

• Modify your plans as circumstances and developments requireRemember to communicate and

engage

• Monitor new process by using metrics and incremental goals.

• Track accomplishments and make course corrections.

• Institutionalize changes by mistake-proofing, training and worker empowerment.

• Award the team.• Encourage all to be vigilant

for further opportunity.

Key Lessons

CControl

Major Take Aways: