2. TUESDAY MORNING | KEYNOTE Welcome from Steve Collins Coffee/tea service sponsored by Sherlock Center on Disability

3. People, Tools & Processes The Secrets to Excellence in Service Steve Dickinson

4. People, Tools & Processes Steve Dickinson

5. What is Excellence in Service? Meeting your customers’ requirements within your mission “To help people with disabilities find and maintain employment, and enhance their independence.” Sample VR Mission People, Tools & Processes Steve Dickinson

6. How to Obtain Excellence Getting from Here to Here People, Tools & Processes Steve Dickinson

7. Improvement Processes Tools People Baldrige Process Management Benchmarking Best Practices Lean Analytical Problem Solving (DMAIC) Process Mapping Pareto Analysis Value Stream mapping Matrix Analysis Teams Individual Contributors Management Customers ? Processes, Tools and People People, Tools & Processes Steve Dickinson

8. Let’s Look at Processes People, Tools & Processes Steve Dickinson

9. Malcolm Baldrige Criteria for Organization Excellence http://www.nist.gov/baldrige/ The Inclusive Management System Not Prescriptive – Tells you WHAT but not HOW People, Tools & Processes Steve Dickinson

10. Process Management Identify Processes Identify Customers Identify Customer Requirements Identify Measures Manage by Measures Developing the Infrastructure Simplified Improvement Model People, Tools & Processes Steve Dickinson

11. Watch Measures OK ? Make Improvements Yes No Daily Process Management People, Tools & Processes Steve Dickinson

12. Benchmarking Best Practices Plus + High Probability of Success Easier in Public Sector Minus – Travel Not Invented Here Disease People, Tools & Processes Steve Dickinson

13. Benchmarking Best Practices in VR Research and Technical Assistance Center (RTAC) on Vocational Rehabilitation Program Management A “collaborative initiative to identify, test, and disseminate management practices in order to build a performance management model tailored to the Vocational Rehabilitation system.” Second cohort. California Department of Rehabilitation Colorado Division of Vocational Rehabilitation Connecticut Bureau of Rehabilitation Services & Connecticut Bureau of Education and Services for the Blind Delaware Division of Vocational Rehabilitation Kentucky Office for the Blind Kentucky Office of Vocational Rehabilitation Missouri Division of Vocational Rehabilitation Nebraska Vocational Rehabilitation New Jersey Division of Vocational Rehabilitation Services North Carolina Division of Vocational Rehabilitation Services People, Tools & Processes Steve Dickinson

14. “Lean” Plus + Great Results in Short Timeframe Employee Engagement Inexpensive – No Cost or Low Cost Improvements Non-Technical Minus – Requires Employee Time for Kaizen Events PQS, Inc. Rapid Process Improvement Method sm Model People, Tools & Processes Steve Dickinson

15. Lean Enterprise – “lean” Eight Sources of Waste – Focus on Flow. Removal of waste from processes, reduced cycle time & cost reductions resulting in Excellence in Service Waste Transport Over- producing Defects Motion Waiting (Queue time) Over- Processing* Inventory * Including Over Specialization People, Tools & Processes Steve Dickinson

16. Lean Enterprise – “Lean” Apply tools and concepts of Lean such as: Batch and Queue 5 S Excessive Specialization Various Methods for “Kaisen Events” Focus on no cost or low cost process improvements that increase flow by removing process waste Focus on what is best for the customer Most involve some kind of mapping of the process Standardization and stabilization of the process, not necessarily the content Utilizes Front Line Workers in Kaisen Events People, Tools & Processes Steve Dickinson

17. PQS, Inc. Rapid Process Improvement Method sm (RPI) Three Phases 1.Pre-event Planning 2.Team Event 3.Post-event Implementation People, Tools & Processes Steve Dickinson

18. Florida Department of Environmental Protection Pink = Process Delay Green = Transport/Handoff Yellow = Action Steps People, Tools & Processes Steve Dickinson

19. Results 1.Reduction in processing time by as much as 83% 2.Reduction in variation just as important – more predictable enabling planning and customer service People, Tools & Processes Steve Dickinson

20. Florida VR Project Team Example Cross-functional Team of HQ and Field Services Mission “To reduce the number of days from the invoice being received in HQ to the invoice being sent to DOE, while maintaining the accuracy of authorizations for payment.” Results Removed 1/3 (24) of the process steps which were duplicative Cycle time reduction from 18 days to 5 days with increased accuracy! People, Tools & Processes Steve Dickinson

21. Six-Sigma Analytic Problem Solving (DMAIC) Became popular in the US in 1980’s Tools and process around for years Popular in Japan since WW II Focus on improving quality & reducing costs through reduction of variation & thus defects Data driven statistical analysis Uses basic, moderate and advanced statistical tools depending on training – Yellow, Green and Black Belt levels People, Tools & Processes Steve Dickinson

22. Six-Sigma – The DMAIC Process Plus + Great when there are many unknowns Can solve just about anything Data to support conclusions Can be done by individuals Minus – Time consuming Requires extensive training (advanced tools) People, Tools & Processes Steve Dickinson

23. Results “It has been calculated by Finance that each 0.1 day translates into $560,590 of additional cost to the hospital.” ($850,000 improvement) Patients also do not want to stay in the hospital any longer than they need to. People, Tools & Processes Steve Dickinson

24. Let’s Look at Tools People, Tools & Processes Steve Dickinson

25. Let’s Look at People The People Side of Excellence People, Tools & Processes Steve Dickinson

26. Kotter’s Eight-Step Process for Creating Major Change (From Management Perspective) 1.Establish a Sense of Urgency 2.Create the Guiding Coalition 3.Develop a Vision and Strategy 4.Communicate that Change Vision 5.Empower Broad-Based Action 6.Generate Short-term Wins 7.Consolidate Gains and Produce More Change 8.Anchor New Approaches in the Culture People, Tools & Processes Steve Dickinson

27. What Makes People Want to “Play?” Management Front Line Workers People, Tools & Processes Steve Dickinson

28. People, Tools & Process Let’s add Leadership Processes Tools People + The Secrets to Excellence People, Tools & Processes Steve Dickinson

29. The of H.A.T.S. (How all this syncs) Magic People, Tools & Processes Steve Dickinson

30. Thanks! N85TT Steve Dickinson PQS, Inc pqsinc@aol.com www.pqsinc.com 850-694-4235 People, Tools & Processes Steve Dickinson