ascp annual meeting 2016 session number 7000: practical pdca · ascp annual meeting 2016 session...

ASCP Annual Meeting 2016

Session Number 7000:

Practical PDCA

Sue Kozlowski, MT(ASCP)SBB DLM Six Sigma Black Belt (ASQ)

Senior Director, Lean Healthcare Solutions

TechSolve, Inc.

Session information: This session will not include any presentation slides; all information will be discussed using the handouts. The presenter will bring printed copies of all materials; attendees do not need to print or bring them. The session is scheduled for 7:30 – 9:00 am on Wednesday, September 14, 2016. Disclosure Statement: In the past 12 months, I have not had a significant financial interest or other relationship with the manufacturer(s) of the product(s) or provider(s) of the service(s) that will be discussed in my presentation. Because TechSolve is a 501(c)3 not-for-profit corporation, there is no relevant conflict of interest for this conference. The presentation will focus on Lean tools which are not proprietary and which can be used free of charge by participants. No sales or service information about the company will be shared during the presentation. Handouts: A3 Template Blank A3 Guideline 1 Charter Template FOCUS 2a Prioritization Matrix 2b Problem Statement Worksheet 3a Value Stream Mapping Worksheet 3b Eight Wastes of Healthcare 4 Project Goals Worksheet 5a Fishbone Template 5b Five Why’s Worksheet 6 Gap Analysis and Future State Worksheet 7 WWW Action Plan 8 Project Summary

Source: 2016 ASCP Annual Meeting / Sue Kozlowski, “Practical PDCA”

Value Stream Project Charter

Value Stream:

Focus Area: Start: Stop:

FIN

D a

pro

cess to

imp

rove

Problem Statement / Business Case: Data

Impact / Customer

Administrative Champion

Physician Champion

Process Owner

Finance Liaison O

RG

AN

IZE

a te

am

Team Members: Core Team

Extended Team

Ad Hoc / Subject Matter Experts

Process Key Metrics: Time

Quality

Cost

Employee Effort Cust. Satisfaction C

LA

RIF

Y th

e c

urre

nt

know

ledge o

f the p

rocess

Project Targets: Time

Quality

Cost

Employee Effort Cust. Satisfaction

Major Factors of Variation

Stakeholders of the Process Under Study UN

DE

RS

TA

ND

the c

auses

of v

aria

tion

Constraints

Assumptions

Key Deliverables Project Timeframe

SE

LE

CT

the p

ote

ntia

l pro

cess

impro

vem

ent

Project Understanding: Timeframe of RIE and

follow-up, and dates of core team meetings

Commitment of Team Members

Role of Process Owner, Facilitator, and Champion

Key Deliverables

Champion Process Owner Facilitator


PROBLEM STATEMENT WORKSHEET VALUE STREAM: PROJECT AREA:

What is wrong or not meeting customer needs? (Include reference data)

When and where does the process occur?

How widespread is the problem?

What’s the impact of the problem?

What’s the frequency of the problem?

PROBLEM STATEMENT DRAFT:

_____ % of the time, or _____ % of patients, (or other statement of the problem):

_________________________________________________________ metric is not achieved, (or other statement of the process performance)

The impact includes: (clinical, patient satisfaction, financial, and/or employee impact)

Draft Problem Statement:


PDCA Project Goals Worksheet Name of Project_________________________ Process Owner_____________________________ Timeframe_____________________________

Current Performance “Before” Future Performance “After”

Internal Targets Set by Department:

Internal Targets Set by Organization:

Benchmarking from Other Organizations:

Key INPUT Goals or Data:

Key PROCESS Goals:

Key OUTCOME Goals:

Input Goals or Data: Number of specimens, deliveries, patients; types of inputs; locations or sources Process Goals: Key milestones in the process the predict success of the outcome Outcome Goals: Deliverables, products, or accomplishments that reflect the customer needs


Five Why’s Worksheet Process Activity Step: ____________________________________________________ Waste Observed:________________________________________________________ 1. WHY:

BECAUSE:

2. WHY:

BECAUSE: 3. WHY:

BECAUSE: 4. WHY:

BECAUSE: 5. WHY:

BECAUSE: Do you have an understanding of the “root cause”? Project: Project Process Owner:


Project Summary

Project Title: Project Completion Date:

Value Stream:

Focus Area:

Problem Statement:

Team Members / Stakeholders:

Key Process Changes:

Remaining Items on WWW Action Plan:

What the Team is Most Excited About / Key Learnings:

Re

su

lts

/

Imp

act

on

:

Customer Satisfaction:

Employee Effort:

Financials:

Timeliness:

Quality:

Communication Plan:

Champion: Process Owner:


Date: A3 Project Title: Champion: Team Leader: Lean Facilitator:

Problem Statement: What data do we have to support the significance of the problem? What percent of the time are we meeting patient / customer expectations? What is the impact of the problem on the customers of the process? What is the “Business Line of Sight” between our strategic goals and dashboards, to this particular

issue?

PLAN Current State: What does the Voice of the Customer say about how we are providing value or meeting expectations? What is the high level Value Stream Map, with data, for this part of the process? What does the process map tell us about the complexity of our process? What is the feedback from employees / stakeholders on how the process is working for them? What is the demand for the process – how many requests / patients by hour of the day and/or day of the

week? What other data do we need to collect to understand the process? Can we represent the current state with a Value Stream Map (with data)?

Goals: How will we know when we’ve achieved success? Are there benchmarks or comparative data that we should review? What should we measure in order to (a) compare “before” and “after” and (b) know we have made a

difference in the process? Can we show our goals using a balanced scorecard for the project? (For example, flow, customer

satisfaction, employee engagement, financial impact) What will the Future State look like?

Problem Analysis: Who will be impacted by changes in this process? What is the detailed process flow? Can we use a fishbone diagram to find and show any likely problem areas? How much waste is there in the process? Have we asked the “five whys” for each step? Can we show that we have identified the major problems using a Pareto chart? Have we used an Impact / Effort matrix or other tool to prioritize the wastes / problems we will address

in this project? Do we understand the root causes of the problem?

Organization / Department: Last Update: Updated by:

Team Members: Process Owner:

DO~CHECK~ACT Future State and Gap Analysis: What gaps are there between the Current and Future State, and what changes in the process

(improvements) should be taken to address these? What improvement tools and resources will we need to make the recommended improvements? What stakeholders will be involved in the action plan? What is the communication plan? Can we show a high-level summary of process steps that need to be changed? Implementation Plan/Action Items: What steps need to be taken to accomplish the improvement plan? Who will take the lead for each step? What timeframe will be required? When will the new process be implemented? What is the training / education plan? What data will continue to be collected, and how often will it be collected and reported? How will feedback be obtained from customers and stakeholders? Can we show a high-level WWW for this project? Results: Can we show a chart or graph to display the process “before and after” to answer the question: Is there

a difference? What are the comparative metrics? Is the new process meeting the target? Do we have a WWW to represent any additional work that will be needed? How will the results continue to be shared with stakeholders and customers? Can we summarize what we have learned from this improvement project?

Learnings / Debrief: What have we learned from this project? How will we share the learnings with others across the system? What other projects, topics, or issues have we discovered, that should be addressed by follow-up

improvement projects?


Date: A3 Project Title: Champion / Sponsor: Team Leader: Lean Facilitator:

Problem Statement:

PLAN Current State: Goals: Problem Analysis:

Organization / Department: Last Update: Updated by:

Team Members:

DO~CHECK~ACT Future State and Gap Analysis: Implementation Plan and Action Items: Results: Learnings / Debrief:


ascp annual meeting 2016 session number 7000: practical pdca · ascp annual meeting 2016 session...

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