Please Note Formatting Has Been Removed for Faster Downloading Blank handouts used in the workshop are included at the end of this presentation

System Service & Delivery, Inc. SSD Global Solutions Lean Problem Solving Mini Kaizen Event: Reducing Time Spent in Out of Home Care for Children Session Begins at 9:00 a.m.

Today – A Mini Kaizen Event Opening Remarks Lean Warm Up Exercise Brief Explanation of Lean Thinking Overview Kaizen Event Define the Problem Statement Learn Analytical Problem Solving Skills Discuss Next Steps Involved in Execution

Result: Process Improvement What Lean Tool Was the Most Helpful? What Process Improvement/s Should Be Put In Place? Why Did You Make that Decision? Who Does What? What Controls Should Be Put In Place to Make Sure this Happens!

Opening Remarks – Today’s Facilitator Terra Vanzant-Stern, PhD – PMP, SPHR/GPHR – Six Sigma Master Black Belt – Written Books, Articles and White Papers – American Society of Quality (ASQ) Certification Chair Denver ASQ Board of Lean Enterprise Division Board of Human Development & Leadership Co-Chair ASQ Rocky Mountain Quality Conference – Feb 6-9, 2013 – Lean Government Track

Opening Remarks – Our Company System Service & Delivery, Inc. – Global Mergers and Acquisitions – Global Relations/Critical Thinking Skills SSD Global Solutions – Specializes in Accelerated Certification and Training National Certifications in Lean and LSS – Problem Solving (Consulting)

Lean Tools Thinking Tools (Examples) – 5 Whys – Structured Brainstorming – Probability Models Statistical Tools (Examples) – Histograms – Pareto Charts

SSD Global© Example – The Five Whys You are on your way home from work and your car stops: – Why did your car stop? Because it ran out of gas. – Why did it run out of gas? Because I didn't buy any gas on my way to work. – Why didn't you buy any gas this morning? Because I didn't have any money. – Why didn't you have any money? Because I lost it all last night in a poker game.

Problem Statement More Realistic: The Federal Measurement Goal of Maintaining Children in a Stable Environment is not being met by Bexar County (San Antonio) Texas Child Protective Services What is the first “Why?”

SSD Global© Exercise – Root Cause Analysis the 5 Whys I haven’t started an exercise program I am always late to work My closet is a mess I’m always losing my keys

Lean Thinking – Process Improvement Existing Process – Process of Responding to Initial Abuse – Process of Closing an Assessment Timely – Process of Reuniting a Child with a Family Member Make that Process – Better – Faster – More Cost Effective

Lean Thinking for Government Many Process Improvement Programs or Approaches – Spin – Examples: ISO, Six Sigma, CMM, LSS Advantages of Lean – Speed – Reducing Waste – Can Be A Grass Roots Effort

Kaizen Event Rapid Problem Solving via a Meeting Typically last 2.5 – 5 Days (5 Days: Norm) A Facilitator Work Through a Model – PDCA, DMAIC, SCORE ( Plan, Do, Check, Act – Define, Measure, Analyze, Improve, Control - Select, Clarify, Organize, Run, Evaluate) Determine a Solution/s Create an Plan for Improvement

Mini-Kaizen Event All Kaizen Models Require working on these items first – Clear Overall Mission, Vision, Values – Problem Definition – As-is Picture of Where We Are Today At Our Starting Point Today – 75% of Most Models – Not 75% to the Problem Solution

Colorado Department of Human Services Mission Vision Values Lean Thinking: How Does the Process Improvement Tie to the Mission, Vision and Values?

Department of Child Welfare Mission Vision Values Lean Thinking: How Does the Process Improvement Tie to the Mission, Vision and Values? EXERCISE

Problem Definition and Measurement DCW has identified 12 measures related to 3 different areas: – Safety – Permanency/Placement Stability – Reducing Time in Care Reducing Time in Care – Reunification with Family Member – Length of Time Leading to Adoption – Length of Time in Out of Home Care

5 Whys Why, in this Session, Are We Not Working On: Enhancing the Emotional Well Being of Children in Out of Home Care? EXERCISE Good News Statement!

Today’s Process Improvement Closer to Meeting the Federal Measure Related to Children in Out of Home Care for More Than 24 and 36 Months How does that tie to our Mission, Vision, and Values of the Colorado Department of Human Services? EXERCISE

Kaizen Event Reminder Determine the Process that Should Be Improved Understand how it ties to the Mission Vision and/or Specific Goals Get an As-Is Picture – C-Stat (Statistical Tools) – We Might Have Used Other Tools Such as Observation, Interviews, Surveys

Who Is Involved? (Stakeholders) Suppliers Input Output Process Customer EXERCISE

Who Is Involved? Suppliers Input Output Process Customer EXERCISE

I Inputs VoC: Charter VoC Chair Job Description VoC Chair Community of Practice Instruments Database Information Requests Goals Objectives Network Communication QMP O Output VoC: Chairs Community of Practice Information Communication Recognition Priorities More Effective ASQ Networking Training Customer Insight C Customers C Customers Members Existing Potential Former Member / Leaders SAC DAC Member Employer ASQ : Sections Divisions Regions Marketing Board Business Community ASQ: Board Marketing Divisions Regions Sections ASQ Member / Leaders SAC DAC Members Existing Potential Ex Member Employer Business Community VoC Successful Ideas Sharing VoC Successful Ideas Sharing Update Quest. Library Update Quest. Library VoC Chair Recruitment VoC Chair Recruitment VoC Chair Training VoC Chair Training VoC Chair Welcome Survey Results Repository Survey Results Repository VoCCVoC Chairs S Suppliers I Inputs P Process Survey Development Survey Process Survey Analysis Action Planning Results Communication EXAMPLE

How Does it Work Now? Toolbox

Is There a Lot of Variation? Six Sigma Methodology Has a Theory Y = f(x) – Y Output – x Input/s – f how does that input function

Y = f (x) Y(f)x Bake a Great Cake (Positive Outcome) Stove Temp Size Location Clean Eggs Flour Stove Mixing Bowl Recipe Variation Study

Bad Coffee

Not to be reprinted without the expressed written permission by SSD Global, Inc. Simple FMEA : Soft Drink Machine FunctionPotential Failure Potential Effect of Failure Potential Cause of Failure Current Process Control Dispense correct soft drink Does not Dispense the correct soft drink Customer not happy! Not enough Soft drinks available or not enough of the right kind of soft drinks Deliveries made each Saturday

Results: Process Improvement/s What Lean Tool Was the Most Helpful? What Process Improvement/s Should Be Put In Place? Why Did You Make that Decision? Who Does What? What Process Control Should Be Put In Place to Make Sure this Happens! Individual Presentations

FMEA Thinking FunctionPotential Failure Potential Effect of Failure Potential Cause of Failure Current Process Control

SIPOC SupplierInputProcessOutputCustomer