How to positively navigate change and deliver greater value to your customers - Elisabeth Goodman's workshop with outputs - Health Libraries Group conference in Oxford, July 2014

1. How
to
posi)vely
navigate
change
and
deliver
greater
value
to
your
customers
HLG
Conference,
Oxford
24th-­‐25th
July,
2014
Elisabeth
Goodman
(slides
and
notes
from
the
workshop)!
Enhancing
Team
Effec9veness
© RiverRhee
Consul)ng
2014

2. 2
Con)nuous
pressure
to
deliver
greater
value
to
your
customers
with
limited
and
dwindling
resources.
How
can
you
deal
with
these
pressures
in
a
posi)ve
and
produc)ve
way?
What
will
we
do
today?
• Reflect
on
the
situa)ons
you
are
facing
• Learn
and
prac)se
techniques
for:
1. Managing
change
2. Enhancing
your
understanding
of
what
cons)tutes
value
for
your
customers
3. Simplifying
and
streamlining
your
processes
You
will
come
away
with
some
“ac)onable
insights”!
Context"
© RiverRhee
Consul)ng
2014

3. 3
Brief
reflec)on"
What
challenges
are
you
facing
in
rela)on
to
delivering
value
to
your
customers?
Discuss
with
a
neighbour!
© RiverRhee
Consul)ng
2014

4. 4
Some
of
the
challenges
iden)fied
by
the
delegates"
© RiverRhee
Consul)ng
2014
• Expected
to
do
more
for
less
• Increased
complexity
• People
s)ll
don’t
know
we
exist!
• Ge[ng
to
our
customers
(organisa)onal
processes
get
in
the
way)
• How
to
simplify
access
to
our
products
/
services

5. 1.
Our
ability
to
‘manage’
change
is
influenced
by
how
we
and
others
are
perceiving
it"
© RiverRhee
Consul)ng
2014
Source: Elisabeth Goodman. The
Effective Teamʼs Change Management
Workbook. RiverRhee Publishing, 2013"

6. 1.
Which
change
curve
are
you
on
and
at
what
point?
What
would
help
you
to
move
forward?"
© RiverRhee
Consul)ng
2014
Source: Elisabeth Goodman. The
Effective Teamʼs Change Management
Workbook. RiverRhee Publishing, 2013"

7. 7
What
would
help
delegates
and
their
staff"
© RiverRhee
Consul)ng
2014
• Control
(or
at
least
involvement)
• Certainty
(or
at
least
informa)on)
Whilst
recognising
that:
• there
will
be
uncertainty
• things
will
con)nue
to
change…

8. 2.
Defini)ons
of
what
cons)tutes
“value”
depends
on
which
customer(s)
you
are
focusing
on"
8
Suppliers" Inputs" Process" Outputs" Customers"
5. Who are your
suppliers?
How good is your
interaction with
your suppliers?"
4. What do you
need to carry out
your processes
effectively and
efficiently?
How effectively
are your suppliers
meeting your
needs?"
3. What are the key
steps involved to
produce what your
customers want =
the value stream?
Is your value
stream well
defined?
How efficient are
your processes?"
2. What do your
customers want in
terms of products,
services and
quality?
How do you know
what your
customers want?
How effectively
are you delivering
what they want?
1. Who are your
customers?
Have you defined
your target
customers
(segments)?"
© RiverRhee
Consul)ng
2014
A
“SIPOC”

9. 9
2.
Who
are
your
key
customers?"
Do
you
know
who
they
are?
And
what
they
value?
How
do
you
know
/
how
could
you
find
out?
© RiverRhee
Consul)ng
2014

10. 10
What
the
delegates
said
Key customers! What they value!
Everybody!"
Or…."
Business Managers"
Consultants"
Patients"
Answers to their questions"
Straightaway"
Saving their time"
Concise / filtered information"
They donʼt know"
We donʼt know our own skills that we
can offer"
How to find out what they value:!
- - Do first and then ask"
- - Surveys"
- - Build relationships / talk to them "
© RiverRhee
Consul)ng
2014

11. 3.
There
are
lots
of
ways
of
viewing
your
processes"
11
The
truth!
What
people
believe
is
happening
What
people
would
like
to
be
happening
Connectors
&
start
/
end
points
Process
steps
Unscheduled
delays
Decisions
Scheduled
delays
© RiverRhee
Consul)ng
2014

12. 3.
And
many
opportuni)es
to
streamline
them
(Ohno’s
wastes)"
12
Type of waste" Potential Problem"
Defects" Quality that does not meet customer requirements"
Overproduction" Delivery is too fast or there is too much product / service for needs"
Transport" Unnecessary ‘transport’ during production (go for cellular layout)"
Waiting" Waiting between steps for things to happen (batching vs. 1-piece flow)"
Inventory" Products or services (including work in process) piling up prior to use"
Motion" Unnecessary movement of individuals during production"
Processing" More work than is needed e.g. for review or to meet customer needs"
Creativity" Staff creativity / potential not being used"
© RiverRhee
Consul)ng
2014

13. 13
3.
How
simple
and
streamlined
are
your
processes?"
Which
process
map
representa)on
applies
to
your
processes?
Which
wastes
do
you
recognise?
How
could
you
improve
your
processes?
[we
did
not
have
9me
to
discuss
these
ques9ons]
© RiverRhee
Consul)ng
2014

14. You
can
be
a
navigator
and
encourage
others
to
be
so
too!"
• Have
a
goal
or
a
vision
• Recognise
“it’s
up
to
me”
• Life
is
an
adventure
• Con)nuously
learn
from
your
own
and
other’s
experiences
Source: Elisabeth Goodman. The
Effective Teamʼs Change Management
Workbook. RiverRhee Publishing, 2013"
OK – what
can I do to
help make
this happen?"
© RiverRhee
Consul)ng
2014

15. 15
The
alterna)ve
is
to
be
a
vic)m
or
a
survivor!"
Source: Elisabeth Goodman. The
Effective Teamʼs Change Management
Workbook. RiverRhee Publishing, 2013"
Letʼs just get it
over with then I
can get on with
my job"
Why is this
happening to
me?"
“me
and
them”
mindset
“the
best
defence
is
a
good
offence”

16. 16
What
“ac)onable
insights”
will
you
take
away
from
today?"
Your
next
steps…"
Focus on delivering
quality to your
customers "
YOUR GOAL"
Simplify and streamline
your processes"
YOUR APPROACH"
Be, and help others to
be, a navigator - not a
victim or survivor"
YOUR MINDSET"
© RiverRhee
Consul)ng
2014

17. 17
Some
of
the
‘ac)onable
insights’
iden)fied
by
the
delegates"
© RiverRhee
Consul)ng
2014
• Just
stop
doing
some
of
our
processes
• Remember
to
be
a
‘navigator’
and
help
our
staff
to
be
so
too
• Get
out
there
and
talk
to
our
customers

18. Closing
video
The
Shawshank
Redemp)on
http://www.youtube.com/watch?v=46GwJbrMghQ"
Elisabeth
Goodman
info@riverrhee.com
hlp://www.riverrhee.com
+44
(0)
7876
130
817"
18
Enhancing
Team
Effec9veness
Note
-­‐
the
content
covered
in
this
workshop
is
also
available
through
CILIP,
UKeIG
and
other
courses
© RiverRhee
Consul)ng
2014