The following schools had at least one person from their team score 100% on their quiz! Bruce Randolph Montbello John F. Kennedy Denver School of the Arts

SBOE CI Session 2 – CI Tools Presented by the DPS Continuous Improvement Team

Introductions Veronica Bradsby Kathryn McIver Joy Peak Katie Wolters

Goals After tonight’s session you will be able to: – Name the 8 Types of Waste – Name the 5 steps of 5S – Create a Process Map – Identify your Customers and be able to research their requirements

Roles CI Mentors – Share expertise of CI tools – Act as neutral facilitators – Keep teams on track to achieve goals School Teams – Participate and ask questions – Work toward project goals

Today’s Agenda Introduction Review of S.M.A.R.T. goal writing Review of Scoping Documents/Charters Lean Basics – 8 Wastes and 5S Process Mapping Working with Customers Wrap up and Next Steps

Please… Use for note-taking if you wish, but refrain from other technological tasks during our time together Silence cell phones Assume positive intent Ask questions! (If you’re wondering, others are as well)

A review… S.M.A.R.T. goals are important.

Goal(s) of the Project Specific – The project scope needs to be accurate and leave no doubt as to what the project will achieve. Measurable – How will you know when the project is complete? Attainable & Actionable – Make the project as small as possible. Remember eating the elephant. It is far easier to manage a few smaller projects than one big one. A good goal statement will include an action word. Realistic – Make the project easy to deliver, if it is over complicated then it is likely to hit problems. Timely – Does the project have to be complete by a certain date? If so put it in the scope that the project has to be complete by that date.

Goal(s) of the Project Our goal is to decrease the number of unsatisfied delivery customers per quarter at the Elm St. location of Mr. Pizza by 30%, from 10 to 7 per month, as measured by the number of in-person, telephone, or electronically submitted complaints by the end of December, 2013.

Expected Benefits Summarize the benefits you expect to achieve as a result of completing your project. How will you measure success?

Expected Benefits By completing this project we anticipate increased customer satisfaction as evidenced by decreased complaints and increased numbers of delivery orders at the Elm St. location or Mr. Pizza.

Your Turn Choose a spokesperson Spokesperson will have 1 minute to share their school’s goal with another school at their table. The other school will have 3 minutes to determine whether the goal meets the SMART criteria.

Share Out Would anyone like to share their goal statement? Did you have a SMART goal, or are you planning on making changes?

8 Types of Waste W aiting O verproduction R ework M otion P rocessing I nventory I ntellect T ransportation

Waiting Waiting for… – Information – Materials – People – Supplies – ???

Overproduction Printing too many copies

Rework Correcting errors Duplicating efforts ???

Motion Searching for information Searching for materials or supplies

Processing Performing unnecessary steps in a task Editing a document beyond what could have been published

Inventory or other inboxes

Intellect Individuals are not empowered

Transportation Moving materials or people from one location to another

ONCE YOU CAN IDENTIFY THE WASTES, YOU CAN BEGIN WORKING TO REMOVE THEM…

5S Why implement 5S? – Better Organization – Better Time Management – Better Performance – Better Long-Term Job Skills – Better Long-Term Life Skills

The 5 S’s Sort Set in Order Shine Standardize Sustain

A 5S ACTIVITY…

A Job For You Please look at slide 1 of your handout. Do not start your work until you are asked to do so. Your job: Cross out the numbers 1-49 IN ORDER. Your shift will last 20 seconds.

Time Remaining to Complete Job

Did you notice Did you notice any supplies (numbers) you did not need? y supplies (numbers) you did not need? How did it go? Did you notice any supplies (numbers) you did not need?

Sort Imagine a Sort has been performed. All unnecessary numbers have been ‘red- tagged’ and removed from your work area. Now, look at slide 2. Your job: Cross out the numbers 1-49 IN ORDER. Your shift will last 20 seconds.

Time Remaining to Complete Job

Did you notice Did you notice any supplies (numbers) you did not need? y supplies (numbers) you did not need? How did it go? Did you encounter difficulties? Was anything easier than before?

Set in Order Now, we’ve performed the Set in Order step of 5S. Look at Slide 3 of your handout… Once again, your job: Cross out the numbers 1-49 IN ORDER. Your shift will last 20 seconds.

Time Remaining to Complete Job

Did you notice Did you notice any supplies (numbers) you did not need? y supplies (numbers) you did not need? How did it go? Did you encounter difficulties? Was anything easier than before?

Shine Now, we’ve performed the Shine step of 5S. Look at Slide 4 of your handout… Once again, your job: Cross out the numbers 1-49 IN ORDER. Your shift will last 20 seconds.

Time Remaining to Complete Job

Did you notice Did you notice any supplies (numbers) you did not need? y supplies (numbers) you did not need? How did it go? Did you encounter difficulties? Was anything easier than before?

Standardize Now, we’ve performed the Standardize step of 5S. Look at Slide 5 of your handout… Once again, your job: Cross out the numbers 1-49 IN ORDER. Your shift will last 20 seconds.

Time Remaining to Complete Job

Did you notice Did you notice any supplies (numbers) you did not need? y supplies (numbers) you did not need? How did it go? Did you encounter difficulties? Was anything easier than before?

Sustain Our organization did not put controls into place to sustain our efforts. There is a problem with our records! Two numbers are missing on slide 6. Can you find them?

Time Remaining to Complete Job

Sustain On slide 7 you can see how easy problems are to spot when you sustain your 5S efforts. Now, can you find the missing numbers?

Moving Forward How can you apply what you learned during this session to your CI Project? Can you think of a way to apply these concepts in your own lives away from your CI project?

Process Mapping

48 Process Step Decision Point Visual documentation of processes and decision points Determine bottlenecks Identity waste

Process Mapping – Joey’s 49 Take pizza order Complete order form Roll out dough Delivery? Prep toppings Make pizza Bake pizza Build pizza box Deliver pizza Serve pizza no yes

Pizza Making Activity Map out how to make a pizza

Review orderPrep toppings Toss pizza dough Spread sauce Sprinkle cheeseAdd toppingsSprinkle cheese Bake pizza Extra cheese? Ring “order ready” bell Prep boxPut pizza in box To Go? Example Solution

Review orderPrep toppings Toss pizza dough Spread sauce Sprinkle cheeseAdd toppingsSprinkle cheese Bake pizza Extra cheese? Ring “order ready” bell Prep boxPut pizza in box To Go?

Voice of the Customer

What is a customer? What is the difference between internal and external customers?

What is a Customer? The ultimate customer is the person that is going to receive the final process, goods, or product. Internal customers are people who are either before or after specific steps in the process. – An example of an internal customer is teacher leadership board or student council.

Why Does the Customer Matter? Your customer is ultimately the person your process is geared towards. The customer can tell you what they need and want. The customer can tell you what they don’t want.

Who Are Your Customers? Tell us who your internal customers are? Who are your ultimate customers? Can they be the same people?

Stakeholder Map Stakeholder Map helps identify everyone involved in a process. Stakeholder Map exercise: fill out your own!

What Should You Be Asking? What do your customers think of the current condition in the school (is student morale a problem?). What do your students think is the reason for that? What do they want to see to fix this? What things didn’t work?

How Do You Get The Voice? Surveys: paper and pencil, Survey Monkey, clicker polling, what else? Interviews: Informal and formal, but need to be focused on the subject (not Christina’s hair) Focus Groups Customer Complaints

Choosing Your Method Consider who your customer is. How many voices do you need? What types of questions are you asking?

You Tell Me Who are you going to use to get Voice of the Customer for your project? What methods are you going to use to collect this info?

Randomization Why should we randomize? Assignment of identifiers for randomization

How to Randomize Select your sample size. Determine an assignment method. – Student numbers – Seat numbers in classrooms What else?

Option 1 Online:

Option 2 Randomize in Excel

Randomization Exercise

Mr. Pizza Complaints Clicker voting Voice of the Customer collection: 1.Pizza was cold. 2.Pizza wasn’t what I ordered. 3.Delivery wasn’t on time. 4.Pizza too expensive.

VOC Pop Quiz Who are customers? What kinds of questions should we be asking? Why do we need to randomize who we are asking?

What Do We Do With The VOC Customer identification (from your stakeholder analysis) is the first step in the next Lean tool. What your customer tells you helps guide the focus of your future state process. – Save this information for the brainstorming solutions part of your project.

SIPOC-R Suppliers Inputs Process Outputs Customers Requirements

SIPOC-R Format Column for each of the categories

Requirements These are the rules or guidelines that are part of the organization: – School guidelines – School Board – Appropriate State Laws

Process This is going to be a very high level description of the steps. Needed to show the association of where the people meet the process.

Suppliers Suppliers are people who add things, either information or stuff to your process. Share out: who on your stakeholder map is a supplier?

Inputs/Outputs Inputs are the things that make the process happen. They can be information or stuff (suppliers provide inputs). Outputs are what happens in the process. Some examples might be awareness materials or documented procedures (customers use outputs).

Mr. Pizza SIPOC-R What things need to be on the Mr. Pizza SIPOC-R?

Questions

Homework WhoWhatBy When Take Session 2 Quiz10/31/13 Make revisions to scope and charter 10/31/13 final scope and charter to mentor 10/31/13 Meeting with Principal11/8/13 At least one in-person meeting with mentor to communicate status 11/8/13

Goals After tonight’s session you can: Name the 8 Types of Waste Name the 5 steps of 5S Create a Process Map Identify your Customers and be able to research their requirements

Next Month Preparing to Manage Change Spaghetti Diagrams 5 Whys Pareto Charts Generating Solutions Solution Selection

Help is Available! Do you know how to contact your CI mentor? Veronica: Joy: Katie: