lean practitioner session 1 presented by the dps continuous improvement team

Lean Practitioner Session 1Presented by the DPS Continuous Improvement Team

SBOE – ’13-’14 School Year

Context

• Provide tools for SBOE projects

• Provide support and mentoring during projects

• Ensure projects are complete and sustainable

• Prepare for Aspen Challenge

Introductions

• Veronica Bradsby

• Kathryn McIver

• Joy Peak

• Katie Wolters

Mentor Assignments

• Veronica Bradsby– West, North, Lincoln, Bruce Randolph

• Kathryn McIver– South, JFK, CLA, TJ

• Joy Peak– East, DCIS, DSA

• Katie Wolters– George Washington, CEC, Montbello, MLK

Goals

• Write a problem statement

• Complete a scoping document

• Complete a project charter

• Assign follow-up tasks

GOAL

Roles

• CI Mentors– Share expertise of CI tools– Act as neutral facilitators– Keep teams on track to achieve goals

• School Teams– Participate and ask questions– Work toward project goals

Agenda

• Introduction to CI• Review of tonight’s tools• Project Work– Problem Statement– Project Scoping– Project Charter– Follow up tasks

• Closing

Please…

• Use technology for note-taking if you wish, but refrain from other technological tasks during our time together

• Silence cell phones• Assume positive intent• Ask questions! (If you’re wondering, others

are as well)

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Continuous Improvement at DPS

Every Child Succeeds

Mentor, Educate and Support the schools and departments of DPS.

Increase Efficiency

Improve Services

Generate Cost

Savings

Continuous improvement methodologies:Lean, Agile, and Lean Six Sigma

Continuous Improvement Team Mission:

Lean Practitioner?

• This year you will be able to complete a Lean Practitioner Certification.

– Eliminate Waste– Increase Efficiency– Save Time– Save Money– Lead Continuous Improvement Projects

What will I Learn?

• You will…– Learn how to identify and scope Continuous

Improvement Projects– Learn how to use Lean tools– Learn how to implement and sustain your

solutions– Learn how to apply Lean tools in a variety of

settings

Will I use what I learn?

• Once you’ve earned your Lean Practitioner Certification you will have the skills necessary to complete additional projects– In your school– In the district– At home– Almost anywhere!

How do we start?

• Concept• Investigate

• Design• Perform• Sustain

This is also known as

DMAIC

Problem Statement

• Your problem statement should clearly communicate information essential to the project.

What

• What is the problem?

Customers are unhappy with our

pizza delivery.

Where?

• Where does the problem occur?

Customers who have pizza

delivered from our Elm St. location are

unhappy.

When

• When did the problem start? Has it always existed? Is there a pattern?

Customers who have had pizza delivered

from our Elm St. location since May

are unhappy.

How extensive?

• Complaints have increased 25%.

Customers who have had pizza delivered

from our Elm St. location since May are unhappy. Complaints

in that time have increased 25%.

How do you know?

• We know there must be a problem because other locations have not seen an increase in the number of complaints.

Customers who have had pizza delivered from our Elm

St. location since May are unhappy. Complaints in that

time have increased 25%, while our other locations have

seen no change

Problem Statement

Putting it all together…• What?• Where?• When?• How much?• How do you know?

Customers who have had pizza delivered from

our Elm St. location since May are unhappy. Complaints in that time

have increased 25%, while our other locations

have seen no change

Exercise

• Take a few minutes to write your problem statement

• Having trouble? Ask one of our CI mentors

Problem Statement

Remember…• What?• Where?• When?• How much?• How do you know?

Customers who have had pizza delivered from

our Elm St. location since May are unhappy. Complaints in that time

have increased 25%, while our other locations

have seen no change

Share Out

• Would anyone like to share the problem statement for your project?

Scope

• What do we mean by scope?

Scope

• Defines the boundaries of a project.– Keep goals specific– It is okay to consider some things out of scope!• 9th Graders vs. ALL students• Unexcused absences during 1st period vs. ALL absences

Scope

• Avoid “Scope Creep”• Do not allow your project to grow

uncontrollably. Record additional ideas and use them for future projects.

Scope

• Remember – A problem can appear to be the size of an elephant. Control your scope. It’s far easier to eat an elephant one bite at a time!

• http://timemanagementninja.com/2011/01/how-to-eat-an-elephant-in-10-minutes/

Scoping Document

Project Name

• Give a name that communicates the intent of your project.

Apple Orange

Executive Sponsor

• Role:– Own the vision, direction, integration and results of the project– Lead the culture change

• Responsibilities:– Ensure the CI project goals are linked to district goals– Maintain linkage between business strategy and selected projects– The Executive Sponsor’s support of the project sets the stage for the

success of the project– Understand, at a high level, the progress of team activities

• Pitfalls:– A project that is not clearly supported by the Executive Sponsor is unlikely to be successful.

Department

• For all SBOE projects, your ‘Department’ will be your school.

Date Completed

• Today is: September 18, 2013

September

18

Your Turn

Context and Purpose

• Describe the business problem that is driving the project. – This will be the problem statement you already

created!

• Tell why the project is important and how it fits into the bigger picture.– Add a comment to your problem statement telling

WHY it’s important to solve the problem.

Context and Purpose

• Example:

• Customers who have had pizza delivered from our Elm St. location since May are unhappy. Complaints in that time have increased 25%, while our other locations have seen no change in customer satisfaction. This is concerning because we have noticed a drop in the number of delivery orders at our Elm St. location.

Your Turn

Goal(s) of the Project

• S.M.A.R.T. goals are important.

Goal(s) of the Project

• Specific – The project scope needs to be accurate and leave no doubt as to what the project will achieve.

• Measurable – How will you know when the project is complete?

• Attainable & Actionable – Make the project as small as possible. Remember eating the elephant. It is far easier to manage a few smaller projects than one big one. A good goal statement will include an action word.

• Realistic – Make the project easy to deliver, if it is over complicated then it is likely to hit problems.

• Timely – Does the project have to be complete by a certain date? If so put it in the scope that the project has to be complete by that date.

Goal(s) of the Project

• Our goal is to decrease the number of unsatisfied delivery customers per quarter at the Elm St. location of Mr. Pizza by 30%, from 10 to 7 per month, as measured by the number of in-person, telephone, or electronically submitted complaints by the end of December, 2013.

Your Turn

Expected Benefits

• Summarize the benefits you expect to achieve as a result of completing your project.

• How will you measure success?

Expected Benefits

• By completing this project we anticipate increased customer satisfaction as evidenced by decreased complaints and increased numbers of delivery orders at the Elm St. location or Mr. Pizza.

Signature

• Make sure you have the full support of your executive sponsor. Share the Scoping Template with them and obtain their signature.

Your Turn

You’ve scoped your project!

Digging Deeper

• The next step is to expand the Scoping Document into a Charter.

• A well-written charter can serve as a communication tool to ensure everyone involved with the project understands key information including scope and goals.

Start at the Beginning

• Take a look at the top of the charter.

• The first 3 entries come from the Scoping Template. Let’s look at the other roles…

Project ChampionRole:• Determine the scope of the CI project• Leader who is most familiar with the benefits of the project and accepts

ultimate responsibility for the success of the project

Responsibilities:• Assist the team to overcome roadblocks that come up during the project• Evaluate and accept project deliverables and benefits• Understand, at a high level, the progress of team activities• Identify areas of concern to the Process Owner and CI Facilitator• Report project activity to the Executive Sponsor

Pitfalls:• If Champions are not actively driving project results and future project

identification, CI will struggle in the organization.

Project Champion

• Who is your Project Champion?• Take a moment to discuss in your teams. • What makes them the right person?

Our Project Champion will be the regional manager for Mr. Pizza. She

regularly reviews the data for all of the Mr. Pizza locations in the area.

Process OwnerRole:• Project leader and change agent for a process that they are responsible for or have an interest

in.

Responsibilities:• Lead the team members through the CI process • Schedule and lead team meetings and reviews• Complete a Project Charter to identify tangible results that the project will deliver• Follow up with team members on action items and project tasks to ensure timely completion• Assist the team in the implementation of the identified solution(s)• Work with the Champion to ensure the project is meeting expected outcomes• Accept responsibility for maintaining the improved process

Pitfalls:• If the process owner is not engaged throughout the project, they are unlikely to accept the

solution and responsibility for maintaining improvements when the project is over.

Process Owner

• Who is your Process Owner?• Take a moment to discuss in your teams. • What makes them the right person?

Our Process Owner will be the general manager of the Elm St. location of Mr.

Pizza. He really understands the processes in place at that location and will ultimately work with the employees

to implement any changes.

Core Team Members

Role:• Active member of a CI project team who represents members of the group directly

affected by the changes to the process

Responsibilities:• Attend and contribute during team meetings• Accept and execute assignments as determined by the project team• Responsible for sustaining the new process

Pitfalls:• Core team members not fully committed to the project may prevent the success of

the project.• Core team member’s lack of on-going support of the new process will hinder the

impact of project benefits.

Core Team Members

• Who are your Core Team Members?• Take a moment to discuss in your teams. • What makes them the right people?

Our Core Team members will be the shift managers and lead delivery drivers of both the afternoon and

evening crews at the Elm St. location.

Extended Team Members

Role:• Provide subject matter expertise to the project team.• Can be either a customer or a supplier of the process under review

Responsibilities:• Provide subject matter expertise to the Core Team Members• Attend meetings when their input is required

Pitfalls:• Minimizing the importance of their role on the team can adversely impact

the success of the project.

Extended Team Members

• Do you know who your Extended Team Members might be?

• Take a moment to discuss in your teams. • What makes them the right people?

We may need information from other people from other locations or within the Elm St. location. We will contact

them to attend meetings as needed.

C.I. MentorRole:• Practitioner of Continuous Improvement Methodology

Responsibilities:• Mentor or co-facilitate CI projects• Guide the team to discover and recommend project solutions• Assist the team with understanding data collection and analysis • Advocate for the project team and the expansion of a CI culture in the district

Pitfalls:• Success of CI projects dramatically decreases without the assistance of a CI

Facilitator.• If the team relies too much on the CI Facilitator and does not take ownership of

the project solution, long term success is compromised.

Your Turn

• Fill in the following sections of your charter if you haven’t already.

Business Case

• The business case states the importance of the project in relation to other strategic goals of the company (i.e. UIP, SIP, Denver Plan). The business case should be strong enough to justify using resources to find a solution.

Your Turn

• Earlier in the session you identified your Problem Statement and Goal. Add those to your charter along with your Business Case.

Metrics

• Primary Metric – What you will measure to determine success?

• Secondary Metric – What other success might you see?

• Consequential Metric – Are there any other measures that could be impacted as a

result of the project?

Your Turn

In Scope

• Think specifically about your scope. What will you address in your project?

• Example: Customer Satisfaction with delivery orders from the Elm Street Location of Mr. Pizza.

Out of Scope

• Think about those things that may come up, but would be outside the scope of this project.

• Customer satisfaction with the dining areas at various Mr. Pizza locations.

• Delivery of sandwiches from the Elm St. location of Mr. Pizza.

Your Turn

Timeline

• Let’s just fill in the Concept line tonight!

• Begin Date: 9/18/13• End Date: 10/15/13

Your Turn

You’ve completed your Charter!

Questions

Materials Available

• dpscontinuousimprovement.wikispaces.com

HomeworkWho What By When

Take Session 1 Quiz 9/27/13

Type Scoping Document 9/30/13

Type Charter 9/30/13

Schedule Monthly Meetings with Solicia

10/4/13

September meeting with Principal

10/4/13

Get Principal’s Signature on Scoping Document

10/11/13

Upload Charter to Google 10/11/13

Upload Scanned copy of Scoping Document to Google (with Signature)

10/11/13

Contact CI Mentor with questions

As needed

Goals

Write a problem statement

Complete a scoping document

Complete a project charter

Assign follow-up tasks

Next Month

• 8 Types of Waste• 5S• Voice of the Customer• SIPOC• Process Maps

Help is Available!

• Do you know how to contact your CI mentor?

• Veronica: veronica_bradsby@dpsk12.org• Kathryn: kathryn_mciver@dpsk12.org• Joy: joy_peak@dpsk12.org• Katie: katie_wolters@dpsk12.org

Exit Slip

• Please complete your exit slip before leaving.