how to get buy in for improvement

Mark GrabanVP of Improvement Services

mark@kainexus.com

How to Get Buy-In for Improvement

Dr. Gregory JacobsonCEO and Co-Foundergreg@KaiNexus.com

Agenda & Logistics• Presentation (40 minutes)• Q&A (15 minutes)–Use the GoToWebinar

Meeting Panel to submit a question atany time

Agenda & Logistics• Recording link & slides

will be sent via email• Also available through

GoToWebinar “handouts”

Buy In

Where is “Buy In”?• We don’t have enough of it!

Lack of Lean Buy In

http://www.reliableplant.com/Read/16654/asq-hospitals-see-benefits-of-lean-six-sigma

“The reasons that neither method has been deployed in hospitals include: the need for resources (59 percent of hospitals), lack of information (41 percent), and leadership buy-in (30 percent). Eleven percent of hospitals surveyed were not familiar with either method.”

Lack of Lean Buy In• Why?– Lack of awareness & understanding of Lean– Don’t understand need for change– Fear and anxiety about layoffs– Disagreement over what problems to solve– Misalignment on the goals

Lack of Software Buy In

http://www.amednews.com/article/20120924/business/309249969/4/

Lack of Buy In• Why?– Lack of time– Weren’t involved in choosing the system– Lack of training– System doesn’t work well / quickly– Software doesn’t fit with our workflows

What is “Buy In”?

What is “Buy In”?• “…the commitment of interested or affected

parties to a decision (often called stakeholders) to 'buy into' the decision, that is, to agree to give it support, often by having been involved in its formulation.”

https://en.wikipedia.org/wiki/Buying_in

Why?

Why?• Why is there a “lack of buy in?”• Is there more of a root cause problem?

• Solve those underlying problems, rather than trying to force buy in

Don’t Blame the “Buyer”

Why a Lack of Buy In?• People are upset…– They weren’t involved– They weren’t consulted– They weren’t respected

Involve People“People don’t resist change, they resist being changed.” – Peter Scholtes (1938-2009)

Hearts & Minds• “People change what they do less

because they are given analysis that shifts their thinking, than because they are shown a truth that influences their feelings ... behavior change happens in highly successful situations, mostly by speaking to people's feelings.

Which Creates More Buy In?

• Let’s implement Lean!

OR

• Let’s improve patient flow!

Which Creates More Buy In?

• Let’s implement 5S!

OR

• Let’s make our work easier & less frustrating!

Strategy: Define the Problem

Staff Buy In

Questions to Ask1. “Are you showing your employees that you

understand the difficulties they will face?

Prof. Mitchell Lee Marks

Questions to Ask2. “Are you giving employees the information

they need to understand the business case for change?”

Prof. Mitchell Lee Marks

Questions to Ask3. “Are employees being given the opportunity

to express and discuss their feelings about the transition?”

Prof. Mitchell Lee Marks

Questions to Ask4. “Are you inspiring employees with a detailed

vision of the company's future—and what matters in getting there—and providing both practical and emotional support as they work out their new roles?”

Prof. Mitchell Lee Marks

Questions to Ask5. “Are you involving employees at every level

in translating the company's vision into new operating procedures?”

Prof. Mitchell Lee Marks

Your Answers?• “If you answered no to any of these questions,

you're not doing everything you can to ensure the success…”

Prof. Mitchell Lee Marks

PhysicianBuy In

Involve People“People support what they create.”

- Margaret J. Wheatley

See YouTube: http://bit.ly/Support-Create

http://www.leanblog.org/193

ManagerBuy In

Same 5 Questions?1. Understand difficulties they will face?2. Giving information they need?3. Allowing them to discuss feelings?4. Providing detailed vision?5. Helping them translate vision into action?

ExecutiveBuy In

Keys to C-Suite Communication

• What keeps them up at night?• Link Innovation and to “Strategy”• Don’t try to sell “Lean” and “CI” as

“The right thing to do!”• Articulate “Impact!” – ROI and Non-Financial• Talk about “Leveraging Talent”

“How Continuous Improvement Helps The C-Suite Sleep Better”

Buy Infor

KaiNexus

Jeff Roussel Says• Start with why?

– What problem are we solving?– Communicate goals, not just action

• Have a plan• Know your audience

– Minimize risk?– Maximize potential?

Can You MeasureBuy In?

A Process for Building Buy In

WHY WHO WHAT WHY HOW WHAT WHICH

ADKAR

Buy In is Very Personal• Different individuals move along at their own pace

Change• “… is a process, not an event.”

Prof. John Kotter

ADKAR Model1. Awareness2. Desire3. Knowledge4. Ability5. Reinforcement

https://www.prosci.com/adkar/adkar-model

“…five milestones an individual must achieve in order to change successfully.”

ADKAR: Awareness1. Awareness– List the reasons you believe the change is

necessary. Review these reasons and rate the degree to which the person you are trying to change is aware of the reasons or need to change

– (1 - 5 where 1 is no awareness and 5 is total awareness).

https://www.prosci.com/adkar/adkar-model

ADKAR: Desire2. Desire– List the factors or consequences (good and bad)

that create a desire for this change. Consider these motivating factors, including the person’s conviction in these factors and the associated consequences. (1 to 5)

https://www.prosci.com/adkar/adkar-model

ADKAR: Knowledge3. Knowledge– List the skills and knowledge needed to support

the change, including if the person has a clear picture of what the change looks like. (1 to 5)

https://www.prosci.com/adkar/adkar-model

ADKAR: Ability4. Ability– Evaluate the person’s ability to perform these skills

or act on this knowledge. (1 to 5)

https://www.prosci.com/adkar/adkar-model

ADKAR: Reinforcement5. Reinforcement– List the reinforcements that will help to retain

the change. Are incentives in place to reinforce the change and make it stick? (1 to 5)

https://www.prosci.com/adkar/adkar-model

Why a Lack of Buy In?

What To Do• Choose problems that matter to people• Engage those people in improvement efforts

Are You Selling or Engaging?

Can We Get Here?

Our Next Webinar

• March 15• Jacob Stoller

www.KaiNexus.com/webinars

Other Resources

KaiNexus.com/webinars

blog.KaiNexus.com

Thanks!• Web:– www.kainexus.com– blog.kainexus.com

• Past Webinars:– www.kainexus.com/webinars

• Social media:– www.twitter.com/KaiNexus– www.linkedin.com/company/KaiNexus– www.facebook.com/KaiNexus

Mark Graban@MarkGraban

mark@KaiNexus.com

Dr. Gregory Jacobson@greghjacobson

greg@KaiNexus.com

Need a Crisis?• “Find a lever by seizing a

crisis or by creating one to begin the transformation.”– Jim Womack & LEI

http://www.lean.org/WhatsLean/GettingStarted.cfm