phd performance management program matt gilman spencer soderlind brieshon d’agostini september 28,...
TRANSCRIPT
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/
Hospitals In-Home Care
Home Health
Dialysis Hospice Ambulatory Sx. Ctr.
Rural Health Center
Birthing Center
0
5
10
15
20
25
30
35
40
45
50
55
60
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
HCRQI Facility Complaints
Facility Type
Num
ber o
f Inv
estig
ation
s
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