how to get buy in for improvement
TRANSCRIPT
Mark GrabanVP of Improvement Services
How to Get Buy-In for Improvement
Dr. Gregory JacobsonCEO and [email protected]
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
Dr. Gregory Jacobson@greghjacobson
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