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| 1 C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015
Quality Mindset
Health and Care Radicals
Inspiring Industrial Quality Improvement
@CelineSchill
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015 | 2 @CelineSchill
A Journey Into Change
2011 2012 2013 2014
@CelineSchill
2015
Stakeholder
Engagement
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015 | 3
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 4
Rule #1
“Connection creates value”
11 Rules for the Social Era
Nilofer Merchant
@nilofer
@CelineSchill
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
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The Management Shift
Vlatka Hlupic
@ManagementShift
“A Management shift”
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 6
Jon Husband
@jonhusband
Wirearchy
Wirearchy: “a dynamic two-way flow of power and authority, based on knowledge, trust, credibility and a focus
on results, enabled by interconnected people and technology”
@CelineSchill
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
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Work out loud
John Stepper
@johnstepper
@CelineSchill
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
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“Strategize Change from a
social movement perspective” School for Health & Care Radicals
Helen Bevan
@helenbevan
@CelineSchill
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
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“If not you, who? Keep going”
Rebels At Work
Lois Kelly
@loiskelly
@CelineSchill
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 10
Susan Scrupski
@bigMdata
Change Agents Worldwide
Big Mountain Data: data science for social good
Big Mountain Data: applying data science and insights for social science to end domestic violence and family
abuse http://www.bigmountaindata.com/
@CelineSchill
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 11
“Change is never a rational process”
John Hagel
@jhagel
@CelineSchill
External Engagement Reloaded
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015 | 12
BreakDengue.org
@CelineSchill
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015 | 13
Started with Social Listening
@CelineSchill
Connecting the World Against Dengue
| 17
A Culture Change
• Speak to Engage with
• Strategize end point Let it emerge
• Alone Partnership
• Institutional Activist
• Segmented Connected
• Speak, awareness Shared value
@CelineSchill C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
Hugely Successful
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015 | 18 @CelineSchill
Internal Engagement Reloaded
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015 | 19
Business issue:
improve manufacturing performance
@CelineSchill
Quality as a Movement for Change
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015 | 20
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
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C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 22
Enablement and Motivation
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015 | 23
A cross function, cross site, social movement approach
Leadership and technical skills increase
Digital collaboration
Massive volunteerism
Quality improvement activists everywhere
@CelineSchill
Volunteer Power
C. SCHILLINGER - INT'L FORUM
QUALITY SAFETY HEALTHCARE 2015 | 24
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
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Toolbox
John Kotter
@CelineSchill
Collective Change, New Behaviors
Define the common purpose: opportunity to change
Coach top leaders to “give room”
Have (many) volunteers experiment leadership
Virally raise enthusiasm around new ways of working
Focus the energy on specific projects
Make it stick
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 26 @CelineSchill
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
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QUALITY SAFETY HEALTHCARE 2015
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205
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
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298
661 @CelineSchill
| 34 @CelineSchill C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
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“For many years, the company has
tried to transform itself, to change –
from the company perspective. For
the first time the company is serious
about changing from its people
perspective”
“I am so grateful”
“I’ve been waiting for years for
something like this to happen”
“For the first time,
I feel I’m part of something.
I feel connected”
“I’ve always heard employee
engagement was a problem I had to
fix. Now I understand we have to let
the employees engage” “I am excited about this grassroots
movement to build community,
empower people and improve our
performance through behavioral
change”
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
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WeNeedSocial.com
@CelineSchill
| 39
Change Leadership, not Change Management
| 40 @CelineSchill C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
C. SCHILLINGER - INT'L FORUM QUALITY SAFETY
HEALTHCARE 2015
| 41
Internet map (2005, Opte project)
@CelineSchill
