Session 506Evolving with the Speed of Change

Aran McFarland

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About Aran

• Over 17 years in support leadership positions

• Manager, Second Level Customer Service at

Main Line Health System

• HDI Northeast Regional Director

• HDI Philly Local Chapter

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Main Line Health SystemAt its core are four of the region’s most respected acute care hospitals, one of the nation’s premier facilities for rehabilitative medicine, one of the Northeast region’s leading addiction treatment facilities along with one of the region’s largest multi-specialty physician networks.

Lankenau Medical Center Bryn Mawr Hospital Paoli Hospital

Riddle Hospital Bryn Mawr Rehabilitation

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Mirmont Treatment Center

Main Line Health System By the Numbers

10,806 Employees 2,000 Medical staff 2,500 Volunteers1,348 Licensed beds

169,862 ER visits7,792 Births

956,820 Outpatient visits 15,555 Inpatient surgeries23,846 Outpatient surgeries

235,891 Home Health visits

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Process Overview

① Ways to identify areas for improvement

② Evaluate improvement ideas and determine priorities

③ Select performance measurements

④ Monitor performance over time

⑤ The good, the bad and the ugly

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Ways to Identify Areas for Improvement

• Ask your staff and your customers!

• Evaluate your current operational results

• Shift Left

• Assess your process maturity

• Continual Service Improvement (CSI)

• Kaizen

• 5 Why’s

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Ask Your Staff and Your Customers!

• Surveys

• Phone calls

• Focus groups

• Huddles

• Hallway conversations

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Evaluate Your Current Operational Results

• Customer Satisfaction Surveys

• Metrics

• Trend Analysis

• Benchmarking

• HDI Practices and Salary Report

You’re already doing it…

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*2015 HDI Support Center Practices Report

*66%

Industry

FCR

“Shift left” …

ApplicationSupportGroups

InfrastructureSupport Groups

Security Admin

Help Desk Application Escalations

Engineers

Tier 1 Tier 2 Tier 3

Self-Service

Tier 0

Proactive

Automation

Vendor Support

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Assess Your Process Maturity

• HDI Support Center Self-Assessment

• Capability Maturity Model Integration (CMMI)

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HDI Support Center Self-Assessment

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HDI Support Center Self-Assessment

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HDI Support Center Self-Assessment

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Continual Service Improvement (CSI)

• Deming Model

• ITIL Continual Service Improvement (CSI)

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Kaizen• Everyone is encouraged

to come up with small improvement suggestions on a regular basis.

• Big results come from many small changes accumulated over time.

KAI = CHANGE

ZEN = GOOD

http://www.kaizen.com

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5 Why’s

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• Explore the cause-and-effect relationships to determine root cause

• While it looks easy the value is derived from the right questions being asked

• Not all problems have a single root cause.

5 Why’s

Why?

Why?

Why?

Why?

Why?

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Problem: Park Monument is degrading.

- Use of hard chemicals. (first why)

- To clean pigeon droppings. (second why)

- Because they eat spiders and there are a lot of spiders on the monument. (third why)

- Because they eat gnats and there are a lot of gnats on the monument. (fourth why)

- Because they are attracted to lights at dusk. (fifth why, a root cause)

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Evaluate Improvement Ideas and Determine Priorities

• Collect data/determine a baseline

• Invest into the right improvements

• WIIFM / WIIFT

• “Will improving this topic result in better services for the business, a more efficient way of working and collaborating or more satisfaction you as individual practitioners?” http://allthingsitsm.com/my-it-improvement-mantra/

• Develop a priority matrix

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Priority Matrix ExampleRisk Avoidance Ease of Self-Service

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Select Performance Measurements

Start with the goal...

– What would make the initiative successful?

– Are your goals SMART?

– Performance vs. Transactional

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Monitor Performance Over Time

• Frequent monitoring

• Did the change drive the desirable behaviors?

• Is the trend going in the right direction?

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The Good, The Bad and the Ugly…

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Problem: Inefficient route

U.S. Postal Service

Problem: Inefficient delivery routes

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Mobile Device Setup & Replacement

Problem: Too long for activations and replacements

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United Parcel Service

Problem: Too many accidents in reverse

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Thank you for attending this session.

Please don’t forget to complete a session evaluation!

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