1. PHD Performance Management Program Matt Gilman Spencer Soderlind Brieshon D’Agostini October 19, 2011 PDCA Training Series 2 DO 1

2. PHD Performance Management Program Can you relate? 2

3. PHD Performance Management Program Today’s objectives Develop a future state Build an action item and data collection plan Pilot the improvement 3

4. PHD Performance Management Program PDCA Training PLAN, Part 1 PLAN, Part 2 DO CHECK & ACT 4

5. PHD Performance Management Program P D CA 5

6. PHD Performance Management Program “Plan” Part 2 Recap S.M.A.R.T Goals Root Cause Analysis Event Scope Planning Your Team Map your “current state” process 6

7. PHD Performance Management Program Tools Recap 5 Whys Cause & Effect or Fishbone diagram Affinity diagram Pareto chart Process mapping 7

8. PHD Performance Management Program Developing “Future State” 1.Define “waste” 2.Analyze the “current state” 3.Identify “waste” 4.Identify “value added” 5.Carry forward “value added” 8

9. PHD Performance Management Program Defining waste From your client/customer’s perspective – Are they willing to pay for “it?” – Does it physically change “it?” – Is “it” done right the first time?” 9

10. PHD Performance Management Program Waste in service-based organizations 10

11. PHD Performance Management Program Quick Poll Yes or no? My organization currently focuses on eliminating these types of wastes? 11

12. PHD Performance Management Program Why Focus on Waste ? Most processes are 90–95% non-value-added waste. Focusing on eliminating waste is the best leverage for an improvement effort. Quality and service level are enhanced. 12

13. PHD Performance Management Program Your “waste lens” Is the step absolutely necessary? Is the right person performing it? Is it being done at the right time in the process? 13

17. PHD Performance Management Program 17 35 steps 5 separate signatures Up to four weeks for approval

18. PHD Performance Management Program 18

19. PHD Performance Management Program S.M.A.R.T. Metrics Clear definition? Simple Easy to measure? Measurable Can you influence it? Achievable Is it meaningful to your program’s goals and objectives? Relevant Can it be measured at a frequency that will allow the group to solve problems? Timely 19

20. PHD Performance Management Program Balanced metrics Cost Quality Service People 20

21. PHD Performance Management Program Summary slide Identified and removed waste from your current process Built a new map with a focus on value-added steps and constant flow Decided, as a group, on what to measure 21

22. PHD Performance Management Program Pilot your new process 22

23. PHD Performance Management Program Piloting decisions How long? By whom? 30-60-90 day check-ins 23

24. PHD Performance Management Program Next PDCA training Check & Act – Analyze improvement data – Document and share results – Sustain the improvement November 16, 1:30-3:30 24