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The following slides are from a presentation by Brandon Brown, Director of Performance Analytics at the City of Dublin, OH.

PIEworks: How to Create aCulture of Innovation and Continuous Improvement

Building a Culture of Improvement and Innovation

Continuous Improvement comes from continuous learning.

How to learn:

Traditional – courses, webinars, vendors

Learn from Friends

Borrow/Steal/Share

Quest for Knowledge

Be curious

PIEworks is a cross-functional team serving as the City’s resource for process improvement, innovation, service delivery R&D and facilitation. It is led by the Division of Performance Analytics.

Process improvement and

performance management is at the

core of the team’s focus.

Using proven process improvement

tools, techniques and analysis from

the Lean Six Sigma body of

knowledge to enhance service

delivery, save resources, reduce

completion time and improve

customer service.

Innovation is harnessing creative and

new ways to approach our delivery of

services or to create new service

delivery methods will set us apart from

other local governments and bring

value to our residents.

PIEworks will help nurture and

advance the City’s existing culture of

innovation and be at the center of

research and development efforts.

Engagement means having the right people at the table when we discuss service delivery improvements, fully involving them in the discussion, discovery and implementation.

Engagement also means utilizing facilitation techniques and concepts of human-centered design to create healthy, inclusive environments for discussion and debate.

Primary Functions

5613

A Culture of Continuous Improvement

• Representing 10 City Divisions• Lead improvement projects (two per year)

across the City• Actively search for improvement

opportunities• Participate in monthly activities• Mentor green and yellow belts• Bring Lean thinking to their own division

Lean Six Sigma Black Belts (PIEworks)

10

Lean Six Sigma Green Belts Lean Six Sigma Yellow Belts

• Representing 8 City Divisions• Assist on improvement projects• Lead small-scale projects across

the City• Bring Lean thinking to their own

division and workspace

• Representing 18 City Divisions• Introduced to Lean concepts• Bring Lean thinking to their

own division and workspace

30

Trained Facilitators • Representing 15 City Divisions• Facilitate internal and external groups• Participate in FrIDEATE events• Bring meeting discipline to their own

division and workspace

How we work

Virtual ToolsGames

Design ThinkingCustomer Journey Mapping

Lean Startup

Virtual DesignBusiness Model

Canvas

Persona Building and Customer

Interviews

Lean Six SigmaMind Mapping &

BrainstormingProject

Management

Techniques & Methods

Example Projects

85%

4,500

40%

++

Pieces of paper eliminated per year

Faster turnaround time on assigned

work and still improving

Mobile devices offer seamless

communication and faster response.

Reduction in Crew Leader time

managing work orders

Facilities MobilizationAs part of the larger workforce mobilization effort, Facilities’ work

processes, Cityworks usage and mobile strategies were analyzed. New

work flows were developed to enhance efficiency and communication.

Staff was equipped with mobile devices and trained to use a variety of

productivity tools.

Chipping & Solid Waste ProcessesCurbside chipping continues to be one of the City’s most popular services.

With an improved process, we are better able to service requests, apply

appropriate resources and report data for sustainability and other efforts.

33%

++

1 Hour

Live, visualized data

Daily office time spend on chipping

process (+4 hours prior)

Increase in efficiency. Paperless

system.

38 Process Improvement

Projects

6 Process Design

Projects

8 Facilitation Events 4 FrIDEATE Events

Overall Team Production

Types of Activities

Status of Activities

31 Completed and

Client Implemented

4 Completed and Client

Implementation in Progress10 Active Projects 6 Upcoming Projects

6 Canceled Projects(changed requirements orclient has not implemented)

Lean - faster to value byremoving waste

Six Sigma - reducing variation in a process or product

Lean and Six Sigma

Tools of the trade (buzzwords to research)

• Project Charter• Critical Success Factors• SIPOC• Process Mapping• RACI

• Kaizen• Gemba• FMEA• 5 S’s of Lean• Clock Diagram

• 5 Why’s• Affinity Diagram• Statistical Analysis• Testing Plans• Voice of the Customer

Charter

Process Mapping

Process Mapping

RACI – Clearing the air

MVP

POC = Proof of ConceptMVP = Minimum Viable Product

Innovation and

Improvement through

Experiments

Communication• Be Intentional• Distill Message• Humanize Language• Look outside your field• Seek Critique• Test on your Neighbor• Practice

*Sometimes we can bring value by taking things away

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This is what I want to say

Facilitation

• Preparation• Ice Breakers• Galvanize• Small Groups• Closing Strong

The People Side of Things• Interviews• Surveys• Gemba Walks• Persona Building• Customer Journey Map

Final Buzzwords & Methodologies to research

Many of these methods take time and effort.

You and your customers will realize greater value.