PDCA Training Series 2 CHECK & ACT

PHD Performance Management Program 1PHD Performance Management Program

Matt GilmanSpencer Soderlind

Brieshon D’Agostini

November 16, 2011

PDCA Training Series 2CHECK & ACT

PHD Performance Management Program 2

Today’s objectives• Analyze improvement data• Document and share results• Sustain the improvement

PHD Performance Management Program 3

PDCA

PHD Performance Management Program

Plan 1 Recap: Identify & Prioritize

www.adesblog.com/category/getting-things-done/

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

PHD Performance Management Program 6

“Do” Recap• Define and identify “waste”• Remove waste from current

process• Map your “future state”• Pilot your process

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Recap Discussion

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Analyzing improvement data

• How do we know our improvement was successful?–What does your data say?–What are your customers/clients saying?

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Revisiting the Business Case

Problem Statement

What did your team do?

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Baseline data? poll• Any experience with gathering

it?

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets customer

Asks about specials

Walks to Special Board

Reads Special to Customer Walks Back to

Register

Orders Drink

Calls out Drink to Barista

Pays for Drink

Writes Drink Order on Cup

Walks Cup to Barista

Makes Drink

Calls Customer Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Receives “Verbal” Drink

Order

16 Steps2 Handoffs

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special

Walks to Special Board

Reads Special to Customer

Walks Back to Register

Orders Drink

Calls out Drink to Barista

Pays for Drink

Writes Drink Order on Cup

Walks Cup to Barista

Makes Drink

Calls Customer Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Receives “Verbal” Drink

Order

16 Steps2 Handoffs

0:10

Greet

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special

Walks to Special Board

Reads Special to Customer

Walks Back to Register

Orders Drink

Calls out Drink to Barista

Pays for Drink

Writes Drink Order on Cup

Walks Cup to Barista

Makes Drink

Calls Customer Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Receives “Verbal” Drink

Order

16 Steps2 Handoffs

0:10 0:20

Greet Specials

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special

Walks to Special Board

Reads Special to Customer

Walks Back to Register

Orders Drink

Calls out Drink to Barista

Pays for Drink

Writes Drink Order on Cup

Walks Cup to Barista

Makes Drink

Calls Customer Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Receives “Verbal” Drink

Order

16 Steps2 Handoffs

0:10 0:20 0:30

Greet Specials Order

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special

Walks to Special Board

Reads Special to Customer

Walks Back to Register

Orders Drink

Calls out Drink to Barista

Pays for Drink

Writes Drink Order on Cup

Walks Cup to Barista

Makes Drink

Calls Customer Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Receives “Verbal” Drink

Order

16 Steps2 Handoffs

0:10 0:20 0:30

Greet Specials Order Make

0:60

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special

Walks to Special Board

Reads Special to Customer

Walks Back to Register

Orders Drink

Calls out Drink to Barista

Pays for Drink

Writes Drink Order on Cup

Walks Cup to Barista

Makes Drink

Calls Customer Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Receives “Verbal” Drink

Order

16 Steps2 Handoffs

0:10 0:20 0:30 0:10

Greet Specials Order Make

0:60Deliver

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special

Walks to Special Board

Reads Special to Customer

Walks Back to Register

Orders Drink

Calls out Drink to Barista

Pays for Drink

Writes Drink Order on Cup

Walks Cup to Barista

Makes Drink

Calls Customer Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Receives “Verbal” Drink

Order

16 Steps2 Handoffs

0:10 0:20 0:30 0:10

Greet Specials Order Make

0:60Deliver

TOTAL CYCLE TIME: 2:10

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special

Walks to Special Board

Reads Special to Customer

Walks Back to Register

Orders Drink

Calls out Drink to Barista

Pays for Drink

Writes Drink Order on Cup

Walks Cup to Barista

Makes Drink

Calls Customer Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Receives “Verbal” Drink

Order

16 Steps2 Handoffs

0:10 0:20 0:30 0:10

Greet Specials Order Make

0:60Deliver

TOTAL CYCLE TIME: 2:10

Errors: 5/day

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special Orders Drink Pays for Drink

Writes Drink Order on Cup Makes Drink Calls Customer

Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Reads Special From Register

Screen

Value Added Improvement

11 Steps1 Handoff

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special Orders Drink Pays for Drink

Writes Drink Order on Cup Makes Drink Calls Customer

Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Reads Special From Register

Screen

Value Added Improvement

11 Steps1 Handoff

0:10

Greet

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special Orders Drink Pays for Drink

Writes Drink Order on Cup Makes Drink Calls Customer

Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Reads Special From Register

Screen

Value Added Improvement

11 Steps1 Handoff

0:10 0:05

Greet Specials

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special Orders Drink Pays for Drink

Writes Drink Order on Cup Makes Drink Calls Customer

Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Reads Special From Register

Screen

Value Added Improvement

11 Steps1 Handoff

0:10 0:05 0:15

Greet Specials Order

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special Orders Drink Pays for Drink

Writes Drink Order on Cup Makes Drink Calls Customer

Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Reads Special From Register

Screen

Value Added Improvement

11 Steps1 Handoff

0:10 0:05 0:15

Greet Specials Order Make

0:40

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special Orders Drink Pays for Drink

Writes Drink Order on Cup Makes Drink Calls Customer

Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Reads Special From Register

Screen

Value Added Improvement

11 Steps1 Handoff

0:10 0:05 0:15 0:10

Greet Specials Order Make

0:40

Deliver

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special Orders Drink Pays for Drink

Writes Drink Order on Cup Makes Drink Calls Customer

Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Reads Special From Register

Screen

Value Added Improvement

11 Steps1 Handoff

0:10 0:05 0:15 0:10

Greet Specials Order Make

0:40

Deliver

TOTAL CYCLE TIME: 1:20

Barista

Barista

Customer

Customer

Cashier

Cashier

Greets Customer

Asks About Special Orders Drink Pays for Drink

Writes Drink Order on Cup Makes Drink Calls Customer

Name

Receives Drink

Inputs Drink in Register

Confirms Order on Order Screen

Reads Special From Register

Screen

Value Added Improvement

11 Steps1 Handoff

0:10 0:05 0:15 0:10

Greet Specials Order Make

0:40

Deliver

TOTAL CYCLE TIME: 1:20

Errors: 2/day

PHD Performance Management Program 27

How detailed?

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Possible improvements• Less staff time = more

customers served per day• Quicker service = higher

customer satisfaction• Fewer errors = higher customer

satisfaction, decreased cost of goods/overhead

PHD Performance Management Program 36

Possible improvements• Less staff time = more

customers served per day• Quicker service = higher

customer satisfaction• Fewer errors = higher customer

satisfaction, decreased cost of goods/overhead

Document your results

PHD Performance Management Program 38

Check-ins• With audience

PHD Performance Management Program 39

Sustaining the change

PHD Performance Management Program 40

Sustaining the change• Executive Sponsorship– Expectation to participate– Manage resistance– Celebrate success– Empower staff

• Supporting the change– Why did we change?– What was changed?– Who was involved in the process?– How does it impact me?

• Training on new process

PHD Performance Management Program 41

Summary