elec2017 - karyn ross - teaching and learning lean in services
TRANSCRIPT
Karyn Ross
2017 European Lean Educator Conference
Helping People
Improve the World!
Karyn Ross
• Practicing Artist!
• Master’s Degree in Sculpture
• Focused on creativity!
• Learned Toyota Way in gemba
• Call center rep - 300 customers
• Worked with HR, payroll,
insurance, retail, law,
transportation and more!
• Internal and external
consultant for all organizational
levels
We need creativity to get ideas &
lean to turn those ideas in service
excellence for customers!
www.karynrossconsulting.com
Service Excellence?
Healthcare Provider #1 Healthcare Provider #2
Lean processesWhat they want,
when they want it,
right the first time
with no hassle!
Luxury experiences at coach prices!Same or lower price than
competitor
Caring, human, personal, realconnections I’m not a machine, I’m a
human being
They want it all – and they want it their way - NOW!
“Peak Service Experiences”
Service Products
Both need to be:• Exactly what the customer wants!
• When they want it!
• Right the first time!
Service Process & Experience
Service Representatives
Create Value Together!• Often both the ‘service product’ &
‘service process/experience’
• In the moment of interaction together
Customers
1. Circular Value Stream• Customer supplies the
information needed to create the
product & experience
2. Rework…again…and…again…• Partial and/or incorrect
information from customer
• Errors in information entry
3. Hard to ‘see’ process
• Behind computer screens and
inside people’s heads
• Things ‘feel random’
4. Multiple people doing the same
thing in many different ways =
different outcomes for customers!
Ⓒ Karyn Ross Consulting 2017
Creativity Lean
In every part – and at every level – of the organization!
Creativity is combining previous knowledge
and/or experiences in new ways to generate
ideas about how to do things differently.
YOU are creative! (Oh yes, YOU are!)
• Creativity is not…• Flashes of ’inspiration’ that come out of nowhere…
• Lightning bolts that come down from the sky…
• Something that ‘happens to’ other people but not me...
The Karyn Ross definition of creativity:
Principle 1:
Passionately
Pursue Purpose
Principle 2:
Deeply
Understand
Customer Needs
4 Ps and 17 Principles to satisfy customers and flourish,
thrive and grow as a business for the long term
Problems with Training Only
• Upfront batching of ‘theory’ takes
too much time!
• If we take people away from work,
who will serve customers?
• Hard to translate to ‘my work’
• Convergent Thinking:
• Same response each time
• ‘Either/Or’ Thinking
• Can’t translate or extrapolate
• Learning by ‘doing with
support’: apply right away in
’real life’ work
• Just-in-time: Theory at time
needed
• Divergent Thinking:
• Multiple possibilities
• ‘And’ Thinking
• Can Do…Thinking!
Benefits of Coaching
What words do you use to
refer to work you are doing
for your customers?
• Are they ’human words’?
• Are they ‘non-human’
words?
• Why does it matter?
How often do you say ”I
can’t” to your customers?
• What other words do you
use to say ’I can’t’?
• What are some non-verbal
ways you say ’I can’t’?
• Why does it matter?
What does ‘flow’ look like in
your work?
• How is your customers’ time
being wasted?
• How can you see the
process?
• Why does it matter?
Understand Each
Customer Be Creative Deliver
www.karynrossconsulting.com
630-881-3068
Read my book!
Reach out with questions at any time!
I’m always here to help!