pdca training series 2 check & act
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PDCA Training Series 2 CHECK & ACT. Matt Gilman Spencer Soderlind Brieshon D’Agostini November 16, 2011. Today’s objectives. Analyze improvement data Document and share results Sustain the improvement. PD CA. Plan 1 Recap: Identify & Prioritize. - PowerPoint PPT PresentationTRANSCRIPT
PHD Performance Management Program 1PHD Performance Management Program
Matt GilmanSpencer Soderlind
Brieshon D’Agostini
November 16, 2011
PDCA Training Series 2CHECK & ACT
PHD Performance Management Program 2
Today’s objectives• Analyze improvement data• Document and share results• Sustain the improvement
PHD Performance Management Program 3
PDCA
PHD Performance Management Program
Plan 1 Recap: Identify & Prioritize
www.adesblog.com/category/getting-things-done/
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“Plan” Part 2 Recap• S.M.A.R.T Goals• Root Cause Analysis• Event Scope• Planning Your Team• Map your “current state” process
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“Do” Recap• Define and identify “waste”• Remove waste from current
process• Map your “future state”• Pilot your process
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Recap Discussion
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Analyzing improvement data
• How do we know our improvement was successful?–What does your data say?–What are your customers/clients saying?
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Revisiting the Business Case
Problem Statement
What did your team do?
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Baseline data? poll• Any experience with gathering
it?
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets customer
Asks about specials
Walks to Special Board
Reads Special to Customer Walks Back to
Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special
Walks to Special Board
Reads Special to Customer
Walks Back to Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
0:10
Greet
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special
Walks to Special Board
Reads Special to Customer
Walks Back to Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
0:10 0:20
Greet Specials
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special
Walks to Special Board
Reads Special to Customer
Walks Back to Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
0:10 0:20 0:30
Greet Specials Order
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special
Walks to Special Board
Reads Special to Customer
Walks Back to Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
0:10 0:20 0:30
Greet Specials Order Make
0:60
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special
Walks to Special Board
Reads Special to Customer
Walks Back to Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
0:10 0:20 0:30 0:10
Greet Specials Order Make
0:60Deliver
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special
Walks to Special Board
Reads Special to Customer
Walks Back to Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
0:10 0:20 0:30 0:10
Greet Specials Order Make
0:60Deliver
TOTAL CYCLE TIME: 2:10
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special
Walks to Special Board
Reads Special to Customer
Walks Back to Register
Orders Drink
Calls out Drink to Barista
Pays for Drink
Writes Drink Order on Cup
Walks Cup to Barista
Makes Drink
Calls Customer Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Receives “Verbal” Drink
Order
16 Steps2 Handoffs
0:10 0:20 0:30 0:10
Greet Specials Order Make
0:60Deliver
TOTAL CYCLE TIME: 2:10
Errors: 5/day
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
0:10
Greet
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
0:10 0:05
Greet Specials
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
0:10 0:05 0:15
Greet Specials Order
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
0:10 0:05 0:15
Greet Specials Order Make
0:40
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
0:10 0:05 0:15 0:10
Greet Specials Order Make
0:40
Deliver
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
0:10 0:05 0:15 0:10
Greet Specials Order Make
0:40
Deliver
TOTAL CYCLE TIME: 1:20
Barista
Barista
Customer
Customer
Cashier
Cashier
Greets Customer
Asks About Special Orders Drink Pays for Drink
Writes Drink Order on Cup Makes Drink Calls Customer
Name
Receives Drink
Inputs Drink in Register
Confirms Order on Order Screen
Reads Special From Register
Screen
Value Added Improvement
11 Steps1 Handoff
0:10 0:05 0:15 0:10
Greet Specials Order Make
0:40
Deliver
TOTAL CYCLE TIME: 1:20
Errors: 2/day
PHD Performance Management Program 27
How detailed?
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Possible improvements• Less staff time = more
customers served per day• Quicker service = higher
customer satisfaction• Fewer errors = higher customer
satisfaction, decreased cost of goods/overhead
PHD Performance Management Program 36
Possible improvements• Less staff time = more
customers served per day• Quicker service = higher
customer satisfaction• Fewer errors = higher customer
satisfaction, decreased cost of goods/overhead
Document your results
PHD Performance Management Program 38
Check-ins• With audience
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Sustaining the change
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Sustaining the change• Executive Sponsorship– Expectation to participate– Manage resistance– Celebrate success– Empower staff
• Supporting the change– Why did we change?– What was changed?– Who was involved in the process?– How does it impact me?
• Training on new process
PHD Performance Management Program 41
Summary