how to positively navigate change and deliver greater value to your customers - health libraries...

How to posi)vely navigate change and deliver greater value

to your customers HLG Conference, Oxford

24th-‐25th July, 2014

Elisabeth Goodman

(slides and notes from the workshop)!

Enhancing Team Effec9veness

©  RiverRhee Consul)ng 2014

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Con)nuous pressure to deliver greater value to your customers with limited and dwindling resources.

How can you deal with these pressures in a posi)ve and produc)ve way?

What will we do today?

•  Reflect on the situa)ons you are facing

•  Learn and prac)se techniques for:

1.  Managing change

2.  Enhancing your understanding of what cons)tutes value for your customers

3.  Simplifying and streamlining your processes

You will come away with some “ac)onable insights”!

Context"


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Brief reflec)on"

What challenges are you facing in rela)on to delivering value to your customers?

Discuss with a neighbour!


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Some of the challenges iden)fied by the delegates"


•  Expected to do more for less •  Increased complexity •  People s)ll don’t know we exist! •  Ge[ng to our customers (organisa)onal processes get in the way)

•  How to simplify access to our products / services

1. Our ability to ‘manage’ change is influenced by how we and others

are perceiving it"


Source: Elisabeth Goodman. The Effective Teamʼs Change Management Workbook. RiverRhee Publishing, 2013"

1. Which change curve are you on and at what point? What would

help you to move forward?"



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What would help delegates and their staff"


•  Control (or at least involvement) •  Certainty (or at least informa)on)

Whilst recognising that: •  there will be uncertainty •  things will con)nue to change…

2. Defini)ons of what cons)tutes “value” depends on which

customer(s) you are focusing on"

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Suppliers" Inputs" Process" Outputs" Customers"

5. Who are your suppliers?

How good is your interaction with your suppliers?"

4. What do you need to carry out your processes effectively and efficiently?

How effectively are your suppliers meeting your needs?"

3. What are the key steps involved to produce what your customers want = the value stream?

Is your value stream well defined?

How efficient are your processes?"

2. What do your customers want in terms of products, services and quality?

How do you know what your customers want?

How effectively are you delivering what they want?

1. Who are your customers?

Have you defined your target customers (segments)?"


A “SIPOC”

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2. Who are your key customers?"

Do you know who they are?

And what they value?

How do you know / how could you find out?


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What the delegates said

Key customers! What they value!Everybody!"

Or…."

Business Managers"Consultants"Patients"

Answers to their questions"Straightaway"Saving their time"Concise / filtered information"They donʼt know"We donʼt know our own skills that we can offer"

How to find out what they value:!

- - Do first and then ask"- - Surveys"- - Build relationships / talk to them "


3. There are lots of ways of viewing your processes"

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The truth! What people believe is happening What people would like to be happening

Connectors & start / end points

Process steps

Unscheduled delays

Decisions

Scheduled delays


3. And many opportuni)es to streamline them (Ohno’s wastes)"

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Type of waste" Potential Problem"

Defects" Quality that does not meet customer requirements"

Overproduction" Delivery is too fast or there is too much product / service for needs"

Transport" Unnecessary ‘transport’ during production (go for cellular layout)"

Waiting" Waiting between steps for things to happen (batching vs. 1-piece flow)"

Inventory" Products or services (including work in process) piling up prior to use"

Motion" Unnecessary movement of individuals during production"

Processing" More work than is needed e.g. for review or to meet customer needs"

Creativity" Staff creativity / potential not being used"


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3. How simple and streamlined are your processes?"

Which process map representa)on applies to your processes?

Which wastes do you recognise?

How could you improve your processes?

[we did not have 9me to discuss these ques9ons]


You can be a navigator and encourage others to be so too!"

• Have a goal or a vision

• Recognise “it’s up to me”

• Life is an adventure

• Con)nuously learn from your own and other’s experiences


OK – what can I do to help make

this happen?"


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The alterna)ve is to be a vic)m or a survivor!"


Letʼs just get it over with then I can get on with

my job"

Why is this happening to

me?"

“me and them” mindset

“the best defence is a good offence”

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What “ac)onable insights” will you take away from today?"

Your next steps…"

Focus on delivering quality to your

customers "YOUR GOAL"

Simplify and streamline your processes"

YOUR APPROACH"Be, and help others to be, a navigator - not a

victim or survivor"YOUR MINDSET"


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Some of the ‘ac)onable insights’ iden)fied by the delegates"


•  Just stop doing some of our processes •  Remember to be a ‘navigator’ and help our staff to be so too

•  Get out there and talk to our customers

Closing video The Shawshank Redemp)on

http://www.youtube.com/watch?v=46GwJbrMghQ"

Elisabeth Goodman [email protected]

hlp://www.riverrhee.com +44 (0) 7876 130 817"

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Enhancing Team Effec9veness

Note -‐ the content covered in this workshop is also available through CILIP, UKeIG and other courses ©  RiverRhee Consul)ng 2014

how to positively navigate change and deliver greater value to your customers - health libraries...

Leadership & Management

mindset riverrheeconsulng2014

context riverrheeconsulng2014

riverrheeconsulng2014

elisabeth goodman

effective teams

management workbook

riverrhee publishing

target customers segments