M04: 27 Tips and Tricks for a

Successful Deployment

Julie Miller, MBB

Learning Objectives

• Walk away with 27 tangible suggestions and examples to

immediately implement regardless of how far you are down

your journey.

• Identify the change management barrier point of those non-

supporters to create a way to turn their attitude around.

• Understand how finding everyday practical examples can

enhance your deployment.

• Deploy the craft of sneaking in tools without your colleagues

knowing it to build small successes along the way.

A Little History

• Integrys Energy Services is non-regulated energy

company serving commercial and residential customers

across the US

• Our new parent company is Exelon, and we will be part of

the Constellation family

• Constellation has over 1500 employees

• We are nine years into our quality journey

Where are you on your journey?

• What disciplines are you deploying?

• Centralized or Decentralized?

• Who is supporting the change?

• How much is in your circle of control?

• Are people excited to be part of it?

The building blocks

People

•Who and how?

•Internal vs external training?

•How many?

Process

•When and how?

•Which discipline?

•Timing?

Systems

•What do you have, and who has access?

•Do you have what you need?

Change Management

•Do you have a strong change champion who is engaged?

•What is the incentive to change?

Small Successes and Easy Examples

•Do you have non-business examples?

•Can they use the concepts and tools at home?

The building blocks

People

•Who and how?

•Internal vs external training?

•How many?

Process

•When and how?

•Which discipline?

•Timing?

Systems

•What do you have, and who has access?

•Do you have what you need?

Change Management

•Do you have a strong change champion who is engaged?

•What is the incentive to change?

Small Successes and Easy Examples

•Do you have non-business examples?

•Can they use the concepts and tools at home?

The building blocks

People

•Who and how?

•Internal vs external training?

•How many?

Process

•When and how?

•Which discipline?

•Timing?

Systems

•What do you have, and who has access?

•Do you have what you need?

Change Management

•Do you have a strong change champion who is engaged?

•What is the incentive to change?

Small Successes and Easy Examples

•Do you have non-business examples?

•Can they use the concepts and tools at home?

The building blocks

People

•Who and how?

•Internal vs external training?

•How many?

Process

•When and how?

•Which discipline?

•Timing?

Systems

•What do you have, and who has access?

•Do you have what you need?

Change Management

•Do you have a strong change champion who is engaged?

•What is the incentive to change?

Small Successes and Easy Examples

•Do you have non-business examples?

•Can they use the concepts and tools at home?

The building blocks

People

•Who and how?

•Internal vs external training?

•How many?

Process

•When and how?

•Which discipline?

•Timing?

Systems

•What do you have, and who has access?

•Do you have what you need?

Change Management

•Do you have a strong change champion who is engaged?

•What is the incentive to change?

Small Successes and Easy Examples

•Do you have non-business examples?

•Can they use the concepts and tools at home?

The building blocks

People

•Who and how?

•Internal vs external training?

•How many?

Process

•When and how?

•Which discipline?

•Timing?

Systems

•What do you have, and who has access?

•Do you have what you need?

Change Management

•Do you have a strong change champion who is engaged?

•What is the incentive to change?

Small Successes and Easy Examples

•Do you have non-business examples?

•Can they use the concepts and tools at home?

People

• Pick your people wisely

– Choose personality

– Identify your early adopters

• Start small

– Make it exclusive

People

• Hire from within or internalize the function

– You need someone there every day

• Ensure the people report to the right place

– Hint: it should be to the top

The building blocks

People

•Who and how?

•Internal vs external training?

•How many?

Process

•When and how?

•Which discipline?

•Timing?

Systems

•What do you have, and who has access?

•Do you have what you need?

Change Management

•Do you have a strong change champion who is engaged?

•What is the incentive to change?

Small Successes and Easy Examples

•Do you have non-business examples?

•Can they use the concepts and tools at home?

Process

• Pick a discipline, one at a time

– Lean, Six Sigma, Project Management,

Change Management?

• Pay attention to the organization’s timetable

– When do career, goal setting, and staffing

conversations happen?

Process

• Do the training in person, as a team

• Maximize your face time when working on

projects and initiatives

– This is a great time to teach and recruit

Process

• Sneak in new tools as the opportunity

presents itself

– If you are leading the deployment, stay involved

– Keep the practitioners ahead of the need

• Let the organization tell you what it needs

next, that requires you to pay attention!

The building blocks

People

•Who and how?

•Internal vs external training?

•How many?

Process

•When and how?

•Which discipline?

•Timing?

Systems

•What do you have, and who has access?

•Do you have what you need?

Change Management

•Do you have a strong change champion who is engaged?

•What is the incentive to change?

Small Successes and Easy Examples

•Do you have non-business examples?

•Can they use the concepts and tools at home?

Systems

• Complete a SIPOC as part of your

communication plan

– How can you share the news?

• Plan in advance where you want to house

your training, work in progress, maps, etc

– Hint: it should be easily accessible

Systems

• Think about who will maintain the

documents and systems

• Keep the interfaces simple and inviting

The building blocks

People

•Who and how?

•Internal vs external training?

•How many?

Process

•When and how?

•Which discipline?

•Timing?

Systems

•What do you have, and who has access?

•Do you have what you need?

Change Management

•Do you have a strong change champion who is engaged?

•What is the incentive to change?

Small Successes and Easy Examples

•Do you have non-business examples?

•Can they use the concepts and tools at home?

Change Management

• Make your President your champion

– If that’s not possible, next in line will do!

• Find out what makes your champion tick,

– and then fix it!

• Make your champion look smart!

Change Management

• Find the barrier point in each interaction– What is making people tick?

– WIIFM

– Hint: this isn’t the same for everyone

• Incentivize and celebrate the behavior and

successes, even the small ones

Change Management

• Even if you know the answer, guide people

to finding it on their own– A helpful nudge in the right direction doesn’t hurt

– Give them the tools, and voice, to get there

• Make the practitioner position a stepping

stone to career advancement

The building blocks

People

•Who and how?

•Internal vs external training?

•How many?

Process

•When and how?

•Which discipline?

•Timing?

Systems

•What do you have, and who has access?

•Do you have what you need?

Change Management

•Do you have a strong change champion who is engaged?

•What is the incentive to change?

Small Successes and Easy Examples

•Do you have non-business examples?

•Can they use the concepts and tools at home?

Success and Examples

• Over communicate the early wins

– You always remember the “first steps”

• Get your champions involved in the

celebrations, get the face time

• Establish metrics to measure success

Success and Examples

• Don’t use business examples!

• In fact, personalize the examples

– Walk a participant through the tool on the fly

• When in doubt, use yourself!

– Show how you walk the walk

My favorite example

Cycle Time Reduction – Silverware – 65 Sec. to 16 Sec. (75% Reduction)

Overall Cycle Time Reduction – 5Min 40Sec. to 5Min 24Sec. (15% Red.)

Last, but not least…

The list!

• People1. Pick your people wisely2. Start small3. Hire from within or internalize the function4. Ensure the people report to the right place

• Process5. Pick a discipline, one at a time6. Pay attention to the organization’s timetable7. Do the training in person, as a team8. Maximize face time when working on projects and

initiatives9. Sneak in new tools as the opportunity presents itself10. Let the organization tell you what it needs next, pay

attention!

• Systems11. Complete a SIPOC as part of you communication plan12. Plan in advance where you want to house your

training, WIP, maps, etc13. Think about who will maintain the documents and

systems14. Keep the interfaces simple and inviting

• Change Management15. Make your President your champion16. Find out what makes your champion tick17. Make your champion look smart18. Find the barrier point in each interaction19. Incentivize and celebrate the behavior and

successes, even the small ones20. Even if you know the answer, guide people to

finding it on their own21. Make the practitioner position a stepping

stone to career advancement

• Small Success and Easy Examples22. Over communicate the early wins23. Get your champions involved in the

celebrations, get the face time24. Establish metrics to measure success25. Don’t use business examples26. Personalize the examples27. When in doubt, use yourself

Questions?

People

•Who and how?

•Internal vs external training?

•How many?

Process

•When and how?

•Which discipline?

•Timing?

Systems

•What do you have, and who has access?

•Do you have what you need?

Change Management

•Do you have a strong change champion who is engaged?

•What is the incentive to change?

Small Successes and Easy Examples

•Do you have non-business examples?

•Can they use the concepts and tools at home?

Contact Information

JULIE MILLERDIRECTOR – OPERATIONAL EXCELLENCE

E-MAIL JULIE.MILLER09@GMAIL.COM

WWW.LINKEDIN.COM/IN/JULIEMILLER09