Karyn Ross ConsultingLean for Service ExcellenceHelping People Improve the World

How to Coach for Creativity and Service Excellence: A Lean Coaching WorkshopKaryn Ross

Purpose:We learn by doing. This workshop is designed to give participants hands-on practice using the approach described in Karyn’s book, How to Coach for Creativity and Service Excellence: A Lean Coaching Workbook. All exercises are designed both to develop the participant’s confidence and to be used in the participant’s organization following the workshop.

Objectives:Through learning-by-doing, participants will practice the basics of:

Lean in Services: Creating Flow in Circular Value Streams Creativity: Generating new and better ideas Coaching: Challenging and nurturing people to turn ideas into better ways to work

Full Day Workshop Agenda – 10:00 am – 4:00 pmMorning (10:00 – 12:15)Welcome & Introductions (10:00 – 10:15 am)

Drawing it Out: Getting to Know Each Other AND Getting our Creative Juices Flowing!

Theory Thought Starters (10:15 – 11:00 am) Hope is Not a Strategy: Coaching for Creativity and Service Excellence Is!

1. Why we need to focus on Service Excellence Service Excellence (and not) stories Peak Services Model Introduction

What today’s customers really want (Peak Services) – and don’t want (Hearing the words ‘I can’t’)!

Vision of Service Excellence (What we CAN do for our customers!)2. Why we need to focus on Creativity

Striving for Service Excellence versus simply solving problems Creating the services and products that will satisfy customers now and for

the long-term and enable our business to thrive now and for the long-term

3. Why Coaching is essential Service is about PEOPLE Technology is not the differentiator of the future, service is Coaching develops our people to serve our very human customers, so

that no customer ever has to hear the words “I can’t” Overview of Karyn’s Daily 15-minute coaching approach

Philosophy: We learn best by doing…with a coach! Mechanics and Cadence: Discipline and Stamina! Role of a Coach: Challenge & Nurture!

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Karyn Ross ConsultingLean for Service ExcellenceHelping People Improve the World

Break (10:00 – 10:15 am)

Learn by Doing: Time to Practice (11:00 am – 12:15 pm)Run Simulation Round 1

Peak Service (Or Not) Analysis A common service process problem

o The challenge of circular value streams Impediments to Flow in Services

Missing and inaccurate information What’s the Problem (Equation)?

o Target – Actual = Gap (Problem) Theory

Lunch (12:15 pm – 12:45 pm)

Afternoon (12:45 – 4:00 pm)Theory Thought Starter (12:45 – 1:15 pm)

Getting Ready for Coachingo How to use the Creative Ideas Templateo How to use the ‘I can’t’ Removal Template

Learn by Doing: Time to Practice (1:15 – 1:45 pm) Gap Analysis Template (from the Customer’s point of view)

o What’s the Target?o What’s the Actual (from Simulation Round 1)o What’s the Gap!

Fill out the Creative Ideas Template (Left Hand Side)o Long list of ‘I can’t’s’

Break (1:45 – 2:00 pm)

Theory Thought Starter (2:00 pm – 2:10 pm) The Elements of Creativity: You ARE Creative! (Oh, Yes You Are!)

o Divergent Thinkingo ‘And’ vs ‘Either/Or’ Thinkingo Synthesis

Learn by Doing: Time to Practice (2:10 – 2:30 pm) Divergent Thinking Exercise Fill out the Creative Ideas Template (Right Hand Side)

Simulation Rounds 2 – 4 (2:30 – 3:30 pm)Run 3 x 10-minute Simulation Rounds with 10-minute Coaching Sessions in Between

Record results of trials on ‘I can’t’ removal templateo Coaching to close the gap between Target and Actual

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Karyn Ross ConsultingLean for Service ExcellenceHelping People Improve the World

Conclusion (3:30 – 4:00 pm) How will you use this in your organization? Time to Reflect! (Written reflection)

Please note: Each participant should bring a notebook, pencil and eraser to this session to use to take notes, record results of trials and write reflections. The participant can then use the notebook as their coaching notebook back in their own organization!

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