mark graban ashhra talk
TRANSCRIPT
@MarkGraban
How Human Resources Can Help Engage
All Human Resources in Improvement
http://www.markgraban.com/ASHHRA/September 26, 2016
"Make sure you keep the claim ticket, or it's a real
hassle at the end of the day."
3
“I looked at all this three years ago. I collected data. I was branded a ‘troublemaker.’”
“I was told to just do my job and to quit wasting my time on that analysis stuff.”
I was ‘creating a negative work environment.’ It said that in my performance review.”
ContinuousImprovement
It's Easy to Say…
Why isn't there a culture of continuous
improvement?
People Fear Change?
People Hate Change?
“People don’t resist change, they resist being changed.”
– Peter Scholtes(1938-2009)
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Patient Satisfaction
“everybody improving, everywhere, and every day”
"We have two jobs… to do your job and to improve your job"
Franciscan St. Francis Health
Franciscan St. Francis Health
27,000
Franciscan St. Francis Health
40%
“The culture here is staff input into everything. They want staff figuring out how to fix things. What can we do to make our job easier? They allow us to implement things to see if it will work.”
Find
Discuss
Implement(Test)
Document
Share
Ask
What bugs you?
What can we fix?
“Treat each idea as a gift.”
– Norman Bodek
90%Something
Implemented
Nothing Implemented
Ask &Discuss
Hi, are you busy?
Find
Discuss
Implement(Test)
Document
Share
What Can HR Do?
1. Help Assess the Culture
The Role of All Leaders1. Believe In the Power of Kaizen2. Participate in Kaizen3. Just Ask4. Use Kaizen to Develop People5. Ensure Staff Members Are
Recognized and Rewarded6. Share and Spread Ideas 7. Sell the Benefits
Source: The Executive Guide to Healthcare KaizenSee more: http://www.markgraban.com/ASHHRA
2. Help Select and Promote the Right Leaders
3. Help Hire Kaizen-Minded Employees
4. Create Recognition Systems for Kaizen
Recognition• Thanks• Smiles• Handshakes• Annual awards
Rewards• Points• Cash payments• Time off• Shared savings• Drawings for prizes• Performance appraisals
5. Coach Leaders in Kaizen
“If you would have told me that I would have more free time, I would have not believed that.”
6. Practice Kaizen!
6. Practice Kaizen!
Why Kaizen?
Employee Engagement
CustomerSatisfaction
Quality
FinancialResults
Growth &Market Share
Thank You!• www.MarkGraban.com• [email protected]• Slides, Videos & More:
– www.MarkGraban.com/ASHHRA
www.PracticingLean.com