how to manage your improvement metrics more efficiently and effectively
TRANSCRIPT
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How to Manage Your Improvement Metrics More Efficiently and
Effectively
@MarkGraban (Presenter)VP of Improvement & Innovation Services
@Jeff_Roussel (Host)VP of Sales
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Agenda & Logistics
• Presentation(45minutes)• Q&A(10minutes)– UsetheGoToWebinarMeetingPaneltosubmitaquestionatanytime
• Recordinglink&slideswillbesentviaemail– Also– seethe“Handouts”featureandChatbox
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About Mark Graban• 20+yearspracticingLean– 10yearsinmanufacturing– 11+yearsinhealthcare
• Books:– LeanHospitals– HealthcareKaizen
(co-authorJoeSwartz)
• www.MarkGraban.comNew3rd Edition!
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Why Measure?
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Are We Improving?
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My Most Favorite Book Ever
http://www.spcpress.com/http://amzn.to/2jJ4fiN
DonaldJ.Wheeler,PhD
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Are We Improving?
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Daily Lean Management
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Source:ThinkingLeanatThedaCare (DVD)
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How Are We Doing Compared
to Our Goal?
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"Bowling Chart"
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Are We Improving?
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Can We Tell From This?
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A Better Dashboard
Limitedinformationyouneedtomakedecisions
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Easier to Tell From This?
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TotalCases
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In KaiNexus…
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Are We Improving?
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Need to Avoid Bad Conclusions
“Theaveragepatientsatisfactionincreasedfrom87.2to89%”
86%
87%
88%
89%
90%
Before After
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Need to Avoid Bad Conclusions
“Theaveragepatientsatisfactionincreasedfrom87.2to89%”
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
100%
Before After
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Need to Avoid Bad Conclusions
“Theaveragepatientsatisfactionincreasedfrom87.2to89%”
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Need to Avoid Bad Conclusions
“TheaveragepatientsatisfactionDECREASEDfrom87.2to85%”??
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Are We Improving?
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92PatientSatisfaction(DifferentDataSet)
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Linear Trendlines are Easy
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Can Linear Trends Be Misleading?
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Same Chart Different Timeframe
78
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92PatientSatisfaction
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Are We Improving?
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How Can We Tell?
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How Should We React?
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Responding to Daily Changes
KB
GOAL
DailyProductionAveragePraiseTeam
PT PT
Arewehelping?Isthisprocessstable?
KBKickButt
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Isn’titalwaysthesystem?
It’s(almost)alwaysthesystem.
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Signal vs. Noise?
"Whileeverydatasetcontainsnoise,somedatasetsmaycontainsignals.
Therefore,beforeyoucandetectasignalwithinanygivendataset,
youmustfirstfilteroutthenoise.
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“X” Control Chart(Chart for Individual Values)
Goal=25minutes
UpperControlLimit
LowerControlLimit
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In KaiNexus…
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Surgical Cases Table
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Surgical Control Chart
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Aug-05 Sep-05 Oct-05 Nov-05 Dec-05 Jan-06 Feb-06 Mar-06 Apr-06 May-06 Jun-06 Jul-06 Aug-06
TotalCases
NOISE
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Patient Satisfaction Run Chart“Theaveragepatientsatisfactionincreasedfrom87.2to89%”
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Patient Sat. Control Chart
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Nov-08 Dec-08 Jan-09 Feb-09 Mar-09 Apr-09 May-09 Jun-09 Jul-09 Aug-09 Sep-09 Oct-09
PatientSatisfaction
NOISE
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Lab Turnaround TimeWhat
Happened?
SIGNAL
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Another "Special Cause"
What Happened?SIGNAL
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X and MR Chart Combo
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Does This Small Business Have Predictable Revenue?
Xchart
MRchart
SIGNAL
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Is My BlogTraffic
Increasing?
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Evaluate Over Time
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LeanBlog.orgDailyPageLoads
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“Western Electric” Rules• Anysinglepointaboveorbelow3-sigmaLCLorUCL
• 8consecutivepointsonsamesideofmean
• 6consecutivepointsmovingsamedirection
• 14alternatingup/downpointsinarowFullrulesà http://bit.ly/WErules
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Evaluate Over Time
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LeanBlog.orgDailyPageLoads
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Shift the Limits as Indicated
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LeanBlog.org DailyPageLoads
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Example of Process Shift
• Ifyoumadeachangethatyouexpectedtoimprovethesystem,useacontrolcharttotestthehypothesis
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ProcessShift
DailyTAT
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Example of Process Shift
• IfyoudidNOTmakeachange,youneedtoinvestigatetodeterminethecauseofthissignal
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ProcessShift
DailyTAT
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Are We Hitting Our Goals?
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Performance vs. Goals
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System View vs. Reactive
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Control Chart View
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Another Example
Goal
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Control Chart View
Goal
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So We Should Do Nothing?
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Improve the System!
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NOT Understanding Variation Leads To…
• Pressuringpeopletogetbetterresultsbyworkingharderwithinthesamesystem
• Wastingtimelookingforexplanationsofaperceivedtrendwhennothinghaschanged
• Notfocusingonsystemicimprovementsthatwouldshiftthemean
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Our Next Webinar"TheIntersectionofCultureandTechnology:CapturingImprovementWhereitHappens"– MatthewCannistraro– ThursdayFebruary23,1PMET
• KaiNexus.com/webinars
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Ask Us Anything!• MarkGraban&Dr.GregJacobson• NextEpisodeFeb14,1pmET• Register&submitquestionsviahttp://kainexus.com/webinars
• PastepisodesavailableonYouTube
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Other Resources
www.KaiNexus.com
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Podcasts
• www.KaiNexus.com/podcasts
• Subscribevia:– iTunes– GooglePlay– Stitcher
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Thanks!• Web:
– www.kainexus.com– blog.kainexus.com– www.MarkGraban.com
• WebinarsonDemand:– www.kainexus.com/webinars
• SocialMedia:– www.twitter.com/kainexus– www.linkedin.com/company/kainexus– www.facebook.com/kainexus
@MarkGrabanVP of Services
@Jeff_RousselVP of Sales
BONUSRECORDINGWILLBESENT:HOWTOCREATECONTROLCHARTS