Lean Ways of Working – what good looks like KEY MESSAGES: Heard already about the 6 Lean ways of working being introduced during the wave To make these really successful there are certain things that everyone will need to do We want to bring this to life for people right at the start of the wave Bit of fun to get us started….

Lean ways of working? 2. We believe that Lean won’t work in our team because we’re different 1. We ask great questions to help people think differently about things 4. We fix immediate problems with the work that comes to us and don’t help the people the work came from improve 3. We share knowledge & information to help each other succeed 5. I speak with my manager on conference calls and at team meetings 6. We’re open & honest when we talk about our skills and development needs 7. I am creative and I’m encouraged and rewarded for new thinking 8. We focus only on what other teams and people need to do to improve 9. My manager prepares thoroughly so that they can present the performance board to our team each morning 10. My manager makes time for me to work on improvements and encourages me to “have a go” KEY MESSAGES Look at the statements on this slide and sort them into two groups: Lean ways of working & Old ways of working. You can ask people to do this in small groups or if you like, get them to do it as individuals and then come together in a small to see how many more they get when they work together. 11. My manager asks us what problems we’re having with the process and then takes them away to fix them 12. I know who my customer is and what they need from me

Non-Lean ways of working 2. We believe that Lean won’t work in our team because we’re different 1. We ask great questions to help people think differently about things 1. We ask great questions to help people think differently about things 2. We believe that Lean won’t work in our team because we’re different 4. We fix immediate problems with the work that comes to us and don’t help the people the work came from improve 3. We share knowledge & information to help each other succeed 4. We fix immediate problems with the work that comes to us and don’t help the people the work came from improve 3. We share knowledge & information to help each other succeed 6. We’re open & honest when we talk about our skills and development needs 5. I speak with my manager on conference calls and at team meetings 5. I speak with my manager on conference calls and at team meetings 6. We’re open & honest when we talk about our skills and development needs 7. I am creative and I’m encouraged and rewarded for new thinking 7. I am creative and I’m encouraged and rewarded for new thinking 8. We focus only on what other teams and people need to do to improve 8. We focus only on what other teams and people need to do to improve 10. My manager makes time for me to work on improvements and encourages me to “have a go” 9. My manager prepares thoroughly so that they can present the performance board to our team each morning 9. My manager prepares thoroughly so that they can present the performance board to our team each morning 10. My manager makes time for me to work on improvements and encourages me to “have a go” KEY MESSAGES: Build the slide to see the answers How did you do? Any that surprised you particularly? 12. I know who my customer is and what they need from me 11. My manager asks us what problems we’re having with the process and then takes them away to fix them 11. My manager asks us what problems we’re having with the process and then takes them away to fix them 12. I know who my customer is and what they need from me

Lean Ways Of Working (LWOW) – What Good Looks Like Clear vision & focus on customer needs I know who my customer is & what they need from me I do what it takes to do the right thing for the customer even if it takes longer I make sure that my customer gets what they need by fixing the root causes of problems Sharing best practice I use & improve standard ways of working for my role We share knowledge & information to help each other succeed We listen & learn from each other Skills visibility and development 50% time devoted to the team I develop myself, to help my team to deliver our purpose We support each other to develop & be the best we can using the skills matrix We’re open & honest when we talk about our skills & development needs My manager coaches & supports my team to use the Lean Ways of Working My manager makes time for me to work on improvements & encourages me to “have a go” My manager makes my accountabilities & responsibilities clear What does good look like in a Lean Service team? Performance Dialogue I take part in the regular performance huddle conversations, to help my team improve our performance I own areas of the performance board make sure they’re up to date I ask great questions to help people think differently about things KEY MESSAGES: Through the pilot we’ve learned about the things people can do that are really important to making each of the ways of working work effectively. For each way of working, we’ve pulled out 3 specific things - this is true for Team members through to Senior Managers Quite a lot on this slide so just pull out one comment on each one During the wave, we’re going to give you support in understanding what this means for your team and you’ll have a workshop to explore them together. These will take place in mid February. As well as this, throughout the wave the change agents working with you will support you developing these ways of working and will give you coaching and support to develop them. I use Lean Tools & techniques to identify root causes and make improvements I am empowered to make decisions & put them into practice I am creative & I’m encouraged & rewarded for new thinking Structured problem solving