community team +
DESCRIPTION
Basic Principles of Systems Thinking. Community Team +. Sessions Will Cover. AM Double Loop Learning Back ground to systems thinking Difference between systems and services Value and Failure Demand Taguchi Curve System Perspective System Purpose and Capability System Conditions - PowerPoint PPT PresentationTRANSCRIPT
COMMUNITY TEAM +
Basic Principles of Systems Thinking
Sessions Will CoverAM- Double Loop Learning- Back ground to systems thinking- Difference between systems and
services- Value and Failure Demand- Taguchi Curve- System Perspective- System Purpose and Capability- System Conditions- Basic System theory and intervention
theory- Basics about this next stage of the
intervention
PM
- Waste- Normative Learning- Mapping Demand- Mapping flow- Set you a task
The Way We Think
Can you give examples of typical performance problems?
Can you give me typical examples of how organisations resolve these performance problems?
What are the logics that sit behind these actions?
Most of our management actions and system changes assume the systemis basically OK, we just need to motivate the people.
But what if it isn’t the people?
What I said to you at least some of it is caused bythe way the system is designed and managed?
What if I said to you at least 50% of it is caused bythe way the system is designed and managed?
What if I said to you at least 90% of it is caused bythe way the system is designed and managed?
So Why Don’t We See This?
‘Out of the Crisis’
Toyota Production System
What’s the Difference Between a Service and a System?
Chief Housing Officer
Supervisor Supervisor
Tradesmen
Inspector
Receptionist
Works Manager
Repairs as a System
CallCentre
Worksorder Supervisor
Tradesman
MaterialsAccess
Repair
“Something’s broken…”
Service Level, AvHTDiagnosis & SoR
Target Times, Budget
Diagnosis,Bonus, Fix
Cancel WO’s
favouritism
Delay
No. JobsType of job
40% fail
95% WO’s Reworked
Parts/materialPriority
Activity, Time, CostProp. o/heads
Re-allocateArgue
“What’s going on!”“It’s not fixed!” 65%
Bonus
Distrust
Systems Thinking
'failure demand' - demand caused by a failure to do something or do something right for the customer and 'value demand' - what the call centre exists to provide
All work waiting to be done, is work to do
Capacity = work + waste
Demands are requests for service by, or on behalf of,the service user, including situational demands?
£
Nominal Value
Why Does This Matter?
Taguchi Curve
“He is very sweet and patient. He has saved my sight and I’m very
happy. Halellulah!”
“I don’t know what is likely to happen”
“Until I get my appointment date my
life is on hold”
“I am 85 and reading is my life now”
“The doctor kept getting interrupted and asked me the same question
three times. It’s a safety concern”
“I don’t mind when it is, but because I work I
need to know”
“I’m waiting for an appointment, but I’d like
to speak to someone because I’m worried”
“They rescheduled my operation, they simply don’t understand what
this means to me”
“I know you are busy, but I matter”W
HAT
MATTERS
WHAT
MATTERS
Nominal Values Reflect What Matters to Service Users
Outside In
• Break into groups of three or four and examine the case study examples
• Try to get into the shoes of the service user identify what matters to them
• Discuss the pros and cons• Summarise in the words of the service user what
matters• Suspend any thoughts about what usually
happens, or any judgement of what matters to them
So What Are We Here For?
- Break into groups and spend 3 mins identifying what the purpose of our system is. (This is one of those no right answer things, but think aboutmanagement preoccupations)
- Break into groups again and identify from your private life (you or someone close to you) a memorable interaction with a public sector organisation?
- What matters/mattered to you?
- What do you think the purpose of that system is?
So What Are We Here For?
What is the purpose of the system?
The purpose of the system
is…..
When we study the existing work we see the de facto purpose
When we study value demand we see the real purpose
Capability
De Facto Purpose.
Purpose from outside-in.
When we consider performance against the de-facto purpose, it tells one story
When we consider performance against the outside-in purpose, it can tell another story
Examples?
System Conditions
Why is doing better things difficult?
Break into groups again and identify examples of change projects, or major changes that haven’t worked as well as intended.
“you cannot solve a problem with the same thinking that caused it”
Thinking
System
Performance
“Same Things Better”
“Better Things”
System conditions are things that cause the system to behave the way it does.
Traditional Thinking
Top Down, hierarchySeparated from workControlReactive, projects, by planExtrinsicFunctional specialismOutputs, targets, standards:Relate to budgetContractualContractualMake #’s & manage people
Outside In, systemIntegrated with work
LearningAdaptive, integral, emergent
IntrinsicDemand, Value, Flow
Capability and variation:Relate to purpose
What matters?Co-operation, mutuality
Act on the system
PerspectiveDecision making
EthosChange
MotivationDesign
Measurement
Attitude to customersAttitude to suppliersRole of management
Systems Thinking
New Ethos
You need to help solve a problem called ‘learning how to build the newmodel at scale’.
We’ve got to land that learning so it will require us to be creative but also industrious.
Systems Thinking Intervention Approach
Unlearn Learn
Dissonance Resonance
This is a complex, system and we will need to keep many plates spinning, so we need your help to;
- Work as a team- Bring your skills, but not your roles- Take responsibility for learning- Think outside the box (if there is a box in the
first place)- Keep the pace up
Specific Redesign Roles• Operational Lead – understand, capture and synthesise what is and isn’t
working, learn method and unblock problems, ‘sweeper’.• Crystallisers – Land learning and turn into products• Strategy – understand strategic implications and implications for roles,
work design and measures• Team – to learn how to meet purpose at scale and develop value work • Fort Holders – Keep business running as usual, promote smooth transition
to new model, assist in developing new model
Mapping Demand and Flow
‘Get Knowledge’
‘In god we trust others must bring data’
William Deming
Principle: Base decisions on knowledge.
Control V’s Learning Ethos
Chief Housing Officer
Supervisor Supervisor
Tradesmen
Inspector
Receptionist
Works Manager
‘Processes should be followed’ ‘What can we learn’’
Inhibits learning, problems hidden,Knowledge diluted through hierarchy.
Normative Learning
Mapping FlowCapacity = Work + Waste1. Work (Often called value added)‘The activity changes the product or service towards something that the customer wants’2. Waste (often called non value added)- Enabling activity (work)- Mandatory (usually legal requirement)- Pure waste
‘I need a small car that’s easy to
drive’
What are the two consequences of notjust meeting her nominal value (what matters to her)?
Unmet need
Overproduction
This is Not Just About Reducing Waste
Consequences of Not Meeting What Matters in this System
Low
to h
igh
Triangle of complexity / need
Another Consequence of Waste Activity?
Capacity = Work + Waste
EnablingManadatoryWaste
Waste uses updesperately needed resource
WorkWaste
Potential Tensions In This System
Mandatory Best practice and guidance
Risk Management Risk elimination
You need to work out how much of writing things on screens and on files is ‘work’ or mandatory?
Demand Mapping1. Introduce yourself and explain what you are doing. 2. Stress you are here to listen to service user demands, not how they are
dealt with.3. Listen to the conversation directly with earphones (rather than just the
response).4. Write notes of what the service user says.5. If you can see the service user, observe them and make notes about any
non-verbal or situational signals that may be indicating what matters to them.
6. As soon as practicable, summarise in one or two sentences what matters to the service user (in their words, phased outside in).
7. Write down whether it was a value or failure demand (See earlier definition)8. Write down whether it was successfully dealt with first time (according to
the service user).(If calls go quiet then use the same techniques with any written requests for service such as letters or referrals)
Demand Value or Failure
1st time
Mapping Flow1. Introduce yourself and explain what you are doing. We want knowledge of what
actually happens so go out of your way to put them at ease and reassure 2. Pick up a typical case mid process and follow the flow backwards and forwards.3. Record what actually typically happens (not what procedures manuals or managers
say should happen).4. Write down the main steps and events on post it notes.5. Write down any issues you come across or hear about and write them on a post it
note together with what you believe the cause was.6. Divide into smaller groups if the process is too long to map in a day.7. Note down if the case was known to us previously and how many cycles it may have
been through.8. When you come back together organise the post-it notes into a continuous flow from
start to finish.9. Write down the issues and causes at the relevant points in the flow.
Too Much Detail
Not Enough
70%
13%
17%
Clinic A
ppointment
Receive Letter
Write to
Referral form
other to other
AssSpecific or soon as pos 68%
71 Days
27 Days
40 Days
GP
Practising Mapping Flow
• Break into three groups• Identify a non social care flow that
someone knows well • By asking questions, map the key events
and steps within that process from end to end.
The Task• By Thursday Lunchtime, - Identified typical demands in the system (Expressed in the service user terms)- Got some data on how many are value and failure- Identified a purpose for the system (based on demand and
expressed in the service user terms)- Mapped the typical flow end to end- Identified on the flow the main issues and causes- Fed back to each other (a good cross section to do the feeding
back)(Don’t worry about how robust it is)