เก็บจาก workshop:Lean Thinking in Healthcare _Leadership(10)

Leadership and Change Management

บทบาทของผู้นำเพื่อสร้างการเปลี่ยนแปลง

· The right focus

· The right way to measure

· Building culture

1. The right focus

· Objective of a Company “To maximize customer Value while minimizing the Cost of creating that value ”

· Lean Thinking “The endless tranfomation of waste into value from the customer’s perspective” VS “The endless attempt to maximize revenue and reduce costs from the business unit perspective”

· What should management focus on ?

Customer Value

Employee Value

Enhancing Innovation

Employee Value

Respect

Sense of Achievement

Sense of Purpose

Fairness

Trust

I Make a difference

Empolyee Value … Qns

1) Do I stop what I am doing to truly listen to my staff ?

2) Am I in the know of their distress (intentions to resign)so I can proactively do something about their situation?

3) Can anyone, at anytime say to their boss ‘Timeout’/‘Stop’!

4) Do staff have the resources (training, skills, tools)to create value at their place of work ?

5) Am I regularly learning something from my staff ?

Yes = Creating Employee Value

Enhancing Innovation

What’s my Q/A ratio ?

ให้ถามมากกว่าตอบ ถามคำถามที่ทั้งคุณและเจ้าหน้าที่ไม่รู้คำตอบ

Ask a question to which neither nor you and your staff know the answer.

2. The right way to measure : Focus on value drivers eg

· How long did the patient wait?

· How many time did he have to repeat the same information ?

· How many difference appointment did he make to solve his problem ?

Summary

Truly implementing lean thinking

Focus on creating strong employee value, build an environment of trust

Focus on enhancing innovation. Give employees a roadmap

To continuously improve the organization – questioning mindset, encourage experimentation, do standard work and give glasses to see waste.

Focus on customer value creation by customer value streams,

not by focusing on Profit&Loss or managing by traditional cost centres.

Finally, measure the real value drivers as outcomes. And keep

Learning using run charts of value drivers.

3. Building culture

Culture/ mindset !

PARADIGM PEOPLE CULTURE/MINDSET

(Value vs waste) BEHAVIOURS (Continuously lmproving to

(Surface & solve problems) Maximize value)

↑ ↑ ↑

1. New paradigm to 2. Be clear about what 5. Sustain by

See how the work behaviors are desired promoting,

each of us does 3. Leaders consistently incentivising,

everyday can flow model behaviors aligning to various

through to add value 4. Provide the right tools, initiatives

for our patient, right processes, right

without waste systems

Last and most important Question :

How committed is your Leadership?

Vision

Resources (eg people, money)

Time

Genchi Gembutsu(เข้าไปดูสถานการณ์จริงให้เห็นด้วยตาตัวเอง)
                     Living the way
                    Communications
                   Aligning incentives