making the invisible visible at spokane county
TRANSCRIPT
Making the Invisible Visibleat Spokane County
May 21, 2015
John DicksonChief Operations Officer
Spokane County
(509) 477-5770
Big Change Ain’t Easy…
Source: Scott Adams, Inc., Dilbert Takes On Transformational Change
The System of Government
Very Visible!
Politics
Policy
Performance (the ‘pipes’)
People
Big impact...
Huge ideas!
Source: Ken Miller, Where Change Really Happens in Government Service to Customers
Mostly
Invisible
Our System Improvement
Focus
First see and
then unkink
our ‘pipes’ so
our customers
get what they
value more
quickly!
Politics
Policy
Performance (the ‘pipes’)
People
Huge ideas!
Big impact...
Service to CustomersSource: Ken Miller, Where Change Really Happens in Government
Our System Improvement
Methodology…
Step 1 – Training (and
Forced ‘Doing’)
Step 2– Making Our ‘Pipes’
and Projects Visible
Step 4 – Making Our
System Performance Visible
Step 3 – Making Our
System Direction Visible
Step 1 – Training
(and Forced ‘Doing’) 4-Week Lean Leadership Course
Session 1 – Lean Basics (see the ‘waste’)
Session 2 – Process Management (see the ‘pipes’ and the projects)
Session 3 – Visual Management/Daily Huddles (see the ‘pipes’ unkinking)
Session 4 – Lean Leadership (see leaders leading ‘pipe’ unkinking activities)
12 courses completed with over 200 graduates to date!
Goal: Create skilled problem solvers
Step 2 – Visible ‘Pipes’ and
Projects (and Forced ‘Doing’)
Visual management and daily huddles
Goal: Create skilled process and project managers
Superior Court Family Law
Self-Help Resource Board
“The Resource Board is brilliant! Many
of my clients have raved about it being
so helpful and self-directing.”
Madeline Kardong, The Mediation Center
Step 3 – Visible System
Direction (Strategic Planning)
County and department projects aligned to objectives
Goal: Create skilled strategic leaders
Commissioner
Todd Mielke
District 1
Commissioner
Al French
District 3
Commissioner
Shelly O’Quinn
District 2
Step 4 – Visible System
Performance
County Improvements Portal launched in February 2014
Create skilled system performance managers
Internally-
developed
intranet site
Projects and
performance
visible to staff
https://apps.spokanecounty.org/CookieAuth.dll?GetLogon?curl=Z2FprocessimprovementdashboardZ2F&reason=0&formdir=3
402
Projects!
Visible Success Stories…
(Within Our ‘House’)
Changing
our internal
stories =
changing
our culture
82
Success
Stories!
Visible Success Stories…
(Within Our ‘Neighborhood’)
Changing
our external
stories =
changing our
public’s
perception
Positive
Press!
Self-Insured Worker’s
Compensation Success Story2013 vs. 2014
Time Loss (TL) Paid
http://www.spokesman.com/stories/2014/jul/29/bringing-injured-workers-back-for-light-duty-a/
$242K
Savings
in 2014
Parks and Recreation Special
Event Permit Success Story
2013 Customer Experience…
= 13.6 days …
http://www.spokesman.com/stories/2015/jan/02/spokane-county-coo-dickson-makes-gains-in/
= 1.1 days !
■ 2014 Customer Experience…
Our Performance Excellence
Framework - Baldrige
In 2014, 22 Spokane County leaders completed Baldrige
Examiner Training (by PENW)
Goal: Create skilled system leaders
A Final Thought…