quality clinic do-it-yourself kit - sample
DESCRIPTION
A sample of the Quality Clinic Do-It-Yourself Kit -- a set of high-quality training resources for healthcare Lean Six Sigma.TRANSCRIPT
Quality Clinic SM
Lean Six Sigma Foundational Training
DO-IT-YOURSELF KIT
1. To teach the essential, foundational concepts of
Lean Six Sigma
2. To change the way you perceive the work around you,
as well the opportunities for improvement
3. To introduce specific tools that are used to analyze
and address common business problems
4. Provide a step-by-step guide for problem-solving
5. To help you solve problems more effectively
Objectives
Quality Clinic
The goal: Inform, equip and empower
2
• Data-driven, structured approach to improving business performance and solving organizational problems
• Puts the customer first in judging quality and performance
• The marriage of two complementary philosophies & toolsets:
A powerful 1-2 punch for process improvement
1. Lean
• Reduces waste
• Improves flow / speed
• Visual tools
• Increases value-added nature of the work
2. Six Sigma
• Reduces variation / defects
• Strives for perfection
• Statistical / analytical tools
• Builds quality / value into the process from the start
What IS Lean Six Sigma?
Quality Clinic
3
Lean + Six Sigma = Powerful Improvement Partnership
Lean Six Sigma is a proven methodology for: • Reducing cycle time -> YOU are not moving more quickly … your
PROCESS is • Reducing defects -> YOU are not trying harder … your PROCESS
is working better • Reducing delay -> YOU are not PUSHING things through … your
PROCESS is flowing and PULLING them • Boosting profits -> Your PROCESS is profitable … for the
organization, the customer and the community • And for gaining competitive advantage -> Your processes cost
less, your margins are higher and you solve problems more effectively
What Lean Six Sigma DOES
Quality Clinic
4
This is what you can do with it.
The decision has been made
At a high level, Lean Six Sigma is the decision that you’re going to judge or measure your performance, and compare it to something meaningful, objective and far-reaching.
Then comes the question – what to compare to?
At this point, you realize that: • Your customers define your existence. • They define what Quality means. • Your Quality should vary as little as possible in their eyes,
and objectively; and • You should measure Quality the same way they do.
And so ultimately, Lean Six Sigma is the decision to define and measure Quality the same ways your customers do.
Lean Six Sigma, therefore, is not just a methodology, or a toolset, or a statistical measure … it is a decision.
The Decision
Quality Clinic
5
You have no business having no process
“If you can’t describe your work as a process, you don’t know
what you’re doing.”
W. Edwards Deming American statistician, professor, author, lecturer and consultant
Work is a Process
Quality Clinic
6
http://www.brainyquote.com/quotes/quotes/w/wedwardsd133510.html
• Process: A series of ordered steps designed to accomplish a specific goal or purpose
Lean Six Sigma focuses on the process
All work is – or should be – a process
Step A Start Finish Step B Step C Step D
Work is a Process
Quality Clinic
7
Customers
Quality Clinic
8
• Provides a bird’s-eye view of the process flow in its context • Allows team to brainstorm full range of customers/recipients/benefactors • Typically eye-opening when done with cross-functional team
S I P O CSuppliers Inputs Process Outputs Customers
Improves access to, and quality of, healthcare
Benefits of Flow
Quality Clinic
9
How does Flow help a health system?
• Reduces harmful delays
• Reduces boarding
• Fewer off-service patients
• Eases ED overcrowding
• Improves safety and
effectiveness
• Shortens process cycle time
• Enhances customer service and satisfaction
• Lowers unit costs
• Increases productivity
The ultimate reason
for eliminating waste in a process
is to ensure that value can flow
to the customer as quickly as possible.
But your process gets in the way
The Goal
Quality Clinic
10
VALUE
You want value to
flow freely …
… from your business
to your customers
?
Enemies of Flow & Value
Quality Clinic
11
What gets in the way?
• Hand-offs • Decision points • Bureaucracy • Batching • Silos • Redundancy
• Variation • Errors • Complexity • Lack of a process • Out of the norm
(“cash vs. card”)
Uneven workload
Can you think of any examples?
The 8 Types of Waste
Quality Clinic
12
D O W
N T I
M
E
efects
verproduction
aiting
ot utilizing employee ideas
ransportation
nventory
otion
xtra processing
• Just in case…
• We might need it…
• It’s possible…
• You never know…
Food-for-Thought
Quality Clinic
13
Are there any bottlenecks or delays where you work? What types of inventory do you have?
What is/are the constraint(s)? How can you mitigate them?
How is your world similar to Alex’s?
Variation
• The way work is done tends to vary (person-to-person, day-to-day, etc.).
• This leads to variation in outcomes and Quality. (“Results may vary.”)
• To minimize defects, waste and errors, variation must be controlled.
• The goal of Lean Six Sigma is to reduce variation so that performance always meets customers’ requirements.
Variation is what we notice
Variation
Quality Clinic
14
Where do defects come from? (Part 2)
Sigma (s) = Greek letter
used to represent variation
in set of numbers
Quality Clinic
15
Why aren’t the
measurements
the same?
MATERIALS (Supplies, software)
MAN (People-related factors)
METHOD (Process, policy)
METRICS (Data, numbers)
MOTHER NATURE (Environment, culture,
regulations)
MACHINES (Equipment, computers)
How big is an index card?
• A simple description of how to consistently perform a particular process or task
– Safest
– Highest quality
– Only acceptable way
– Most efficient
• Provides guideline for time required
• Regularly reviewed, taught and improved
• Applied to all work areas
Standardization
Quality Clinic
What is Standard Work?
What SHOULD be standardized? 16
1. Sort – Keep only what is necessary
2. Set in Order – Everything with a place …
everything in its place
3. Shine – Wipe, clean, polish, prepare all surfaces
4. Standardize – Make the first 3S’s a routine – at job & co. level
5. Sustain – Rewards, incentives, recognition, pictures, data
Why do we call it “5S?”
Quality Clinic
17
Lean Six Sigma is the most robust methodology used today for solving
problems in an organization.
It ensures that a structured approach based on data is used so that the best
solutions are generated and that they are then embedded in an organization.
100% Effective Training
What is Lean Six Sigma?
Quality Clinic
“
”
18
OSSS LSS Green Belt v9.0 - Introduction
the business opportunity. What is the customer’s expectation of the process? What is the process that needs to be examined?
DMAIC starts and ends with the customer
Define
Measure
Analyze
Improve
Control
DMAIC
Quality Clinic
19
the process current state. What are the key metrics for this process?
the data to determine root causes. How is this process currently performing? When, where, and why do defects occur?
the process by reducing variation and eliminating waste. What are the root causes? How can we fix the process?
and sustain the improvements. Are the customer needs met? How can we keep the process fixed?
Define
Quality Clinic
20
KEY DELIVERABLES:
• VOC
• Customer CTQ
• Project Team
• Project Charter
• Observation
• SIPOC
GOAL: Define the problem
and the project
Measure
Quality Clinic
21
KEY DELIVERABLES:
• Data Collection Plan
• Sampling
• Validation
GOAL: Collect appropriate
data
Analyze
Quality Clinic
22
KEY DELIVERABLES:
• “Pictures” of the data
• Key statistics
• Process capability
• Root-cause analysis
• “Pictures” of the process
GOAL: Identify root causes … “peel the layers”
There are a thousand hacking at the branches of evil to one who is striking at the root. -Henry David Thoreau
Improve
Quality Clinic
23
KEY DELIVERABLES:
• Prioritized list of potential solutions
• Standardized procedures
• Visual improvements
• Error-proofing steps
• Pilot
GOAL: Formulate specific improvements
that address root causes
Control
Quality Clinic
24
KEY DELIVERABLES:
• Implementation Plan
• Control Plan
• Validation
• Assessment
GOAL:
Implement changes that last
A3
Quality Clinic
25
Purpose of A3:
1. Document your improvement project 2. Tell your story 3. Gain buy-in 4. Guide your work 5. Track progress
Provides flow and clarity