Lessons from washington state governments lean transformation journey ame jacksonville 11-12-14
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In this session, Darrell Damron, enterprise lean consultant with the Results Washington team, shared three innovative strategies that have yielded lessons for government and non-profit organizations
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Lessons from washington state governments lean transformation journey ame jacksonville 11-12-14
- 1. Lessons From Washington State Government’s Lean Transformation Journey Darrell Damron Enterprise Lean Consultant Office of the Governor
- 2. We’re all here because . . . We want to consistently deliver results over the long-term!
- 3. Today’s Agenda • Background on WA’s Lean Journey • Innovation Using 7 Levels of Change • 3 Strategies & Lessons 1. Engage Leaders 2. Partner with Experts 3. Grow Informal Networks
- 4. WA State Gov Lean Journey We have a long history of improvement efforts, AND we’re just getting started on the lean transformation journey! 1991 ‐ 2005 2005 ‐ 2010 2011 Governor Election 2013
- 7. Indicators of Engagement Cut transportation permit processing time 15 days 9 days Before After
- 8. Indicators of Engagement Reduced by 2/3 the steps a student takes from admission to sitting in class Before After
- 9. Indicators of Engagement Reduced time to complete audit appeals Saved employers $1.7 million in interest 66 days 441 days Before After http://picturesofmoney.Image source: org/holding‐a‐stack‐of‐money/
- 10. Indicators of Engagement More Calls in Less Time with Same Staff 45,000 Calls Answered Before 33,000 Calls Answered 65% in 1 min After 76% in 1 min
- 11. Indicators of Engagement • Cut the costs of X-rays, • Sped up child-abuse investigations • Helped more clients find work
- 13. Innovation - 7 Levels of Change 1 Doing the right things • Effectiveness, focus, and working to priorities Doing things right • Efficiency, standards, and variation reduction Doing things better • Improving, thinking logically about what we are doing, listening to suggestions Doing away with things • Cutting, asking “why do we do this?”, simplifying, stopping what doesn’t really matter 2 3 4 Source book: The 7Levels of Change by Rolf Smith
- 14. Innovation – 7 Levels of Change Doing things other people are doing • Observing, copying, seeking out best practice Doing things no one else is doing • Being really different, combining existing concepts, asking “why not?” Doing things that cannot be done • Doing what is commonly thought to be impossible, questioning basic assumptions, breaking the rules, being a little crazy 5 6 7 Source book: The 7Levels of Change by Rolf Smith
- 15. On your journey so far, what are you most proud of being part of? 1 2 3 4 Doing the right things (effective) Doing things right (efficient) Doing things better (improving) Doing away with things (cutting) Doing things other people are doing (adapting) Doing things no one else is doing (different) Doing things that cannot be done (impossible) Source book: The 7Levels of Change by Rolf Smith 5 6 7
- 16. 3 Strategies, 3 Lessons # Strategy Lesson 1 Engage Leaders Engaged leaders are the key to sustained results 2 Partner with experts Experts are out there & willing to help 3 Grow informal networks Informal networks accelerate culture change
- 17. Engage Partner Grow Engage Leaders! All Levels
- 18. Engage Partner Grow Engaged leaders are the key to sustained results! All Levels
- 19. Engage Partner Grow We’re using Lean to help us deliver better value to more Washingtonians.
- 20. Engage Partner Grow WA State Agency Directors 5 Goals
- 21. Engage Partner Grow Goal Council Leadership Operations Budget Policy
- 22. Engage Partner Grow Results Review with Governor Inslee
- 23. Engage Partner Grow Governor Inslee Gemba Walks Go And See
- 24. Engage Partner Grow WA State Results Model The Transformation Model was adapted from The Lean Transformation Model articulated by John Shook, Chairman and CEO of Lean Enterprise Institute.
- 25. Engage Partner Grow WA State Results Model • Discover what Washingtonians value • Set measurable goals & targets at all levels • Involve every employee in developing strategies
- 26. Engage Partner Grow WA State Results Model • Deeply understand processes • Improve current work as part of normal work • Design innovative new work processes
- 27. Engage Partner Grow WA State Results Model • Develop scientific problem solving skills in every employee • Develop humble coaching skills in every leader
- 28. Engage Partner Grow WA State Results Model • Focus on improving the process • Go & see work • Ask questions to understand • Make work visible • Have a cadence for frequently talking about the process performance
- 29. Engage Partner Grow WA State Results Model • Create value for Washingtonians • Create constancy of purpose • Think systemically • Focus on process • Embrace scientific thinking • Make what customers need, when they need it • Build quality in • Seek perfection • Lead with humility • Respect every individual
- 30. Engage Partner Grow WA State Results Model The Transformation Model was adapted from The Lean Transformation Model articulated by John Shook, Chairman and CEO of Lean Enterprise Institute.
- 31. Engage Partner Grow Ways to Engage • Change Expectations • Provide Support • Walk the Talk • Share Information
- 32. Engage Partner Grow Exercise: Can’t because Can if . . . “We can engage leaders if . . .”
- 33. Engage Partner Grow Partner With Experts!
- 34. Engage Partner Grow Experts are out there & willing to help; you just have to ask!
- 35. Engage Partner Grow In The First Three Years Advice, Training, Coaching, & Tours from Partners Organizations pro bono publico
- 36. Engage Partner Grow Examples of Industry Partners • Alaska Airlines • Genie/Terex • The Boeing Company • Liberty Mutual • Starbucks
- 37. Engage Partner Grow Examples of Healthcare Partners • Virginia Mason Medical Center • Seattle Children’s Hospital • Seattle Children’s Research Institute • Premera Blue Cross • Philips Healthcare Ultrasound
- 38. Engage Partner Grow Leaders From Virginia Mason Coach Results WA Lean Fellows John Cooper Barbara Sandahl Eden Teachout Ariana Wood Matt Cronk
- 39. Engage Partner Grow 4 Keys to Partnering 1. Talk with Lean Experts 2. Share Your Story 3. Ask for Help 4. Match Passion to Need
- 40. Engage Partner Grow Exercise: Can’t because Can if . . . “We can partner with experts if . . .”
- 41. Engage Partner Grow Grow Informal Networks!
- 42. Engage Partner Grow Informal networks accelerate culture change!
- 43. Engage Partner Grow Lean Practitioners All Voluntary Participation State Agencies
- 44. Engage Partner Grow Lean Advisors Agile Many Agencies . . . One Journey to Deliver Value
- 45. Engage Partner Grow Learning Building Trust Challenging Each Other Having Fun
- 46. Engage Partner Grow 3 Steps to Growing Informal Networks 1. Establish a common endeavor 2. Meet Regularly 3. Share Stories/Learning
- 47. Engage Partner Grow Exercise: Can’t because Can if . . . “We can grow informal networks if . . .”
- 48. Innovation – 7 Levels of Change 1 2 3 4 Doing the right things (effective) Doing things right (efficient) Doing things better (improving) Doing away with things (cutting) Doing things other people are doing (adapting) Doing things no one else is doing (different) Doing things that cannot be done (impossible) Source book: The 7Levels of Change by Rolf Smith 5 6 7
- 49. ? ? ? ? ? ? ? ? ? ?
- 50. Encouraging Words For Us All “We can do hard things!”
- 51. Thank You! Please complete the session survey at: ame.org/survey Session Code: WP-33 Lessons From Washington State’s Lean Transformation Journey Darrell Damron Enterprise Lean Consultant Office of the Governor Darrell.Damron@gov.wa.gov