How to positively navigate change and deliver greater value to your customers - Health Libraries...

How  to  posi)vely  navigate  change  and  deliver  greater  value  

to  your  customers  HLG  Conference,  Oxford  

24th-­‐25th  July,  2014  

Elisabeth  Goodman  

(slides  and  notes  from  the  workshop)!

Enhancing  Team  Effec9veness  

©  RiverRhee  Consul)ng  2014  

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Con)nuous  pressure  to  deliver  greater  value  to  your  customers  with  limited  and  dwindling  resources.    

How  can  you  deal  with  these  pressures  in  a  posi)ve  and  produc)ve  way?    

What  will  we  do  today?  

•  Reflect  on  the  situa)ons  you  are  facing    

•  Learn  and  prac)se  techniques  for:  

1.  Managing  change  

2.  Enhancing  your  understanding  of  what  cons)tutes  value  for  your    customers  

3.  Simplifying  and  streamlining  your  processes  

You  will  come  away  with  some  “ac)onable  insights”!  

Context"

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Brief  reflec)on"

What  challenges  are  you  facing  in  rela)on  to  delivering  value  to  your  customers?  

Discuss  with  a  neighbour!

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Some  of  the  challenges  iden)fied  by  the  delegates"

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•  Expected  to  do  more  for  less  •  Increased  complexity  •  People  s)ll  don’t  know  we  exist!  •  Ge[ng  to  our  customers  (organisa)onal  processes  get  in  the  way)  

•  How  to  simplify  access  to  our  products  /  services  

1.  Our  ability  to  ‘manage’  change    is  influenced  by  how  we  and  others  

are  perceiving  it"

©  RiverRhee  Consul)ng  2014  

Source: Elisabeth Goodman. The Effective Teamʼs Change Management Workbook. RiverRhee Publishing, 2013"

1.    Which  change  curve  are  you    on  and  at  what  point?    What  would  

help  you  to  move  forward?"

©  RiverRhee  Consul)ng  2014  

Source: Elisabeth Goodman. The Effective Teamʼs Change Management Workbook. RiverRhee Publishing, 2013"

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What  would  help  delegates  and  their  staff"

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•  Control  (or  at  least  involvement)  •  Certainty  (or  at  least  informa)on)  

Whilst  recognising  that:  •  there  will  be  uncertainty  •  things  will  con)nue  to  change…  

2.    Defini)ons  of  what  cons)tutes  “value”  depends  on  which  

customer(s)  you  are  focusing  on"

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Suppliers" Inputs" Process" Outputs" Customers"

5. Who are your suppliers?

How good is your interaction with your suppliers?"

4. What do you need to carry out your processes effectively and efficiently?

How effectively are your suppliers meeting your needs?"

3. What are the key steps involved to produce what your customers want = the value stream?

Is your value stream well defined?

How efficient are your processes?"

2. What do your customers want in terms of products, services and quality?

How do you know what your customers want?

How effectively are you delivering what they want?

1. Who are your customers?

Have you defined your target customers (segments)?"

©  RiverRhee  Consul)ng  2014  

A  “SIPOC”  

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2.    Who  are  your  key  customers?"

Do  you  know  who  they  are?      

And  what  they  value?      

How  do  you  know  /  how  could  you  find  out?  

©  RiverRhee  Consul)ng  2014  

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What  the  delegates  said  

Key customers! What they value!Everybody!"

Or…."

Business Managers"Consultants"Patients"

Answers to their questions"Straightaway"Saving their time"Concise / filtered information"They donʼt know"We donʼt know our own skills that we can offer"

How to find out what they value:!

- - Do first and then ask"- - Surveys"- - Build relationships / talk to them "

©  RiverRhee  Consul)ng  2014  

3.  There  are  lots  of  ways  of    viewing  your  processes"

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The  truth!  What  people  believe  is  happening  What  people  would  like  to  be  happening  

Connectors  &  start  /  end  points  

Process  steps  

Unscheduled  delays  

Decisions  

Scheduled  delays  

©  RiverRhee  Consul)ng  2014  

3.    And  many  opportuni)es  to  streamline  them  (Ohno’s  wastes)"

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Type of waste" Potential Problem"

Defects" Quality that does not meet customer requirements"

Overproduction" Delivery is too fast or there is too much product / service for needs"

Transport" Unnecessary ‘transport’ during production (go for cellular layout)"

Waiting" Waiting between steps for things to happen (batching vs. 1-piece flow)"

Inventory" Products or services (including work in process) piling up prior to use"

Motion" Unnecessary movement of individuals during production"

Processing" More work than is needed e.g. for review or to meet customer needs"

Creativity" Staff creativity / potential not being used"

©  RiverRhee  Consul)ng  2014  

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3.    How  simple  and  streamlined    are  your  processes?"

Which  process  map  representa)on  applies  to  your  processes?  

Which  wastes  do  you  recognise?  

How  could  you  improve  your  processes?  

[we  did  not  have  9me  to  discuss  these  ques9ons]  

©  RiverRhee  Consul)ng  2014  

You  can  be  a  navigator  and  encourage  others  to  be  so  too!"

• Have  a  goal  or  a  vision  

• Recognise  “it’s  up  to  me”  

• Life  is  an  adventure  

• Con)nuously  learn  from  your  own  and  other’s  experiences  

Source: Elisabeth Goodman. The Effective Teamʼs Change Management Workbook. RiverRhee Publishing, 2013"

OK – what can I do to help make

this happen?"

©  RiverRhee  Consul)ng  2014  

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The  alterna)ve  is  to  be  a  vic)m    or  a  survivor!"

Source: Elisabeth Goodman. The Effective Teamʼs Change Management Workbook. RiverRhee Publishing, 2013"

Letʼs just get it over with then I can get on with

my job"

Why is this happening to

me?"

“me  and  them”  mindset  

“the  best  defence  is  a  good  offence”  

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What  “ac)onable  insights”  will  you  take  away  from  today?"

Your  next  steps…"

Focus on delivering quality to your

customers "YOUR GOAL"

Simplify and streamline your processes"

YOUR APPROACH"Be, and help others to be, a navigator - not a

victim or survivor"YOUR MINDSET"

©  RiverRhee  Consul)ng  2014  

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Some  of  the  ‘ac)onable  insights’  iden)fied  by  the  delegates"

©  RiverRhee  Consul)ng  2014  

•  Just  stop  doing  some  of  our  processes  •  Remember  to  be  a  ‘navigator’  and  help  our  staff  to  be  so  too  

•  Get  out  there  and  talk  to  our  customers  

Closing  video  The  Shawshank  Redemp)on  

http://www.youtube.com/watch?v=46GwJbrMghQ"

Elisabeth  Goodman  info@riverrhee.com  

hlp://www.riverrhee.com  +44  (0)  7876  130  817"

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Enhancing  Team  Effec9veness  

Note  -­‐  the  content  covered  in  this  workshop  is  also  available  through  CILIP,  UKeIG  and  other  courses   ©  RiverRhee  Consul)ng  2014