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Lean Management
The instruments
2
Content
Guiding principles1
Teamwork
2
Methods and strategies
2.1
3
Working Principles
Direct personal responsibility2.2
Customer orientation2.3
Continuous improvement2.4
Management by objectives3.1
Quality Management3.2
Product approach3.3
3
Content
Guiding principles1
Teamwork
2
Methods and strategies
2.1
3
Working Principles
Direct personal responsibility2.2
Customer orientation2.3
Continuous improvement2.4
Management by objectives3.1
Quality Management3.2
Product approach3.3
4
Guiding principles1
Lean Management is a work model of the private sector which makes work of public administration more efficientGuiding principles
•Considerations of economic efficiency
•New definition of "waste„: everything that does not benefit the citizen
1
Efficiency
•Considerations of improving performance
• Involving the full manager‘s mental potential and of employees in the public administration
• Involving customers (citizens)and suppliers (e.g. by surveys)
•Proactive and forward looking, creative actions to improve services
2
Continuousimprovements
•Considerations of providing for a safe and secure future
•Lean management is based on the idea of a holistic way of thinking and,
•on the basis of a given situation, always attempts to include all future add-on effects across all the sectors
3
Public safety and holistic thinking
4•Management by
objectives
•Teamwork
•Flat organization
•Project management
•General expertise rather than specialists
•Performance related payments
New leadership style
5
Content
Guiding principles1
Teamwork
2
Methods and strategies
2.1
3
Working Principles
Direct personal responsibility2.2
Customer orientation2.3
Continuous improvement2.4
Management by objectives3.1
Quality Management3.2
Product approach3.3
6
Overview about the Lean Management Working Principles
Working Principles2
• Teamwork
• Budget responsibility (Task, Budget and responsibility in one hand)
• Self-reliance and direct personal responsibility within the constraints of agreed targets
• Self-control in the sense of self-regulation and self-optimisation
• Customer orientation
• Service priority
• Standardisation of work that comes up repeatedly
• Continuous improvement
• Direct elimination of the root causes of any mistakes, deficiencies or shortcomings
• Thinking ahead
• Small, manageable steps
7
Content
Guiding principles1
Teamwork
2
Methods and strategies
2.1
3
Working Principles
Direct personal responsibility2.2
Customer orientation2.3
Continuous improvement2.4
Management by objectives3.1
Quality Management3.2
Product approach3.3
8
Teamwork in the public administration means to change from the super-/subordination to a cooperation
Working Principles - Teamwork2.1
Aspects of an effective teamwork
Expertise counts more than the hierarchic status
Changing roles within a team
Structured meetings, use of agenda, expertise decides about participation
The use of minutes to keep a record of assigned action/ communication
Clear definition and transparency for the decision making process
Trainings for social competence and to qualify methodical know-how
Code of cooperation
9
Content
Guiding principles1
Teamwork
2
Methods and strategies
2.1
3
Working Principles
Direct personal responsibility2.2
Customer orientation2.3
Continuous improvement2.4
Management by objectives3.1
Quality Management3.2
Product approach3.3
10
Top-down approach: targets divided into „contracts“ in combination with a review system and performance related payment will ensure high performance
Working Principles - Direct personal responsibility2.2
Aspects of direct personal responsibility
S
M
A
C
specific
measurable
achievable
challenging
„Smac“ definition of targets
Politics/elected majority:
Minister/Political leader
AdministrationLeader level I
Leader levelII - N
Public servants/ Employees
Level
Define strategic program
Define break down of strategy into targets for Leader level I
Dividing their targets into objectives for next leader level
Defining ToDos, Projects etc.
Dividing their targets into objectives for their staff/teams
Dividing objectives
Political Program
Sector declaration
Contract
Contract
Contract or Agreement on objectives
Contracts Reporting Review
Performance related payments
11
Content
Guiding principles1
Teamwork
2
Methods and strategies
2.1
3
Working Principles
Direct personal responsibility2.2
Customer orientation2.3
Continuous improvement2.4
Management by objectives3.1
Quality Management3.2
Product approach3.3
12
Customer orientation in the public administration needs a fundamental mental change
Working Principles – Customer orientation2.3
A new view: The customer is always the king!
• Citizens may be assured of our devoted attention and empathy
• Citizens are customers not pestering scroungers who are a pain in the neck
• Every citizen is an individual; this is why we respond to him/her individually
Public administration
as service operationCitizen as customer
• We see our customers as mature and intelligent citizens
• We take them seriously and try to understand their grievances
• They alone decide whom they want to turn to for advice
• They are not to blame if they get confused
Service behaviour and limitations
• We respond to individual requests
• but we are unable to give them benefits they are not legally entitled to;
• we can only offer comfort of service to a level that can be financially justified;
• our staff do everything in their power to help
• We depend on the permanent dialogue with our customers;
• we want to know what the citizens really want.
Understand needs
13
Classical Customer orientation is a result from the economical dependence of success – sale or die
Working Principles – Customer orientation2.3
• Determining the needs (What, when, how much)
• Providing a good service
• Service should meet satisfaction or exceed the level of expectation
Determine Needs Concept
• Quality
• Training employees
• Value
• Service
Process
• Research
• Design product
• Establishing relationship
• Dealing with complains
• Involve employees to exceed customer satisfaction
• Employee empowerment
• Internal Marketing
TQM*
Elements of successful customer satisfaction
*TQM – Total Quality Management
14
Content
Guiding principles1
Teamwork
2
Methods and strategies
2.1
3
Working Principles
Direct personal responsibility2.2
Customer orientation2.3
Continuous improvement2.4
Management by objectives3.1
Quality Management3.2
Product approach3.3
15
Continuous improvement is more a leadership declaration than a working principle
Working Principles – Continuous improvement2.4
Continuous improvement process (CIP)
Kick off CIP Analyse Situation
Define targets
Develop measures
Plan measures/ conduct
Control results
Standardi-zation
Plan
DoCheck
ActionQuality
Management
Leadership is responsible
Customer satisfaction
Legal consistence
Ensure quality on a regular basis
Use ITInvolve employees
Improve processes/ organization
Clear Quality policy
Regard environmental aspects
16
Content
Guiding principles1
Teamwork
2
Methods and strategies
2.1
3
Working Principles
Direct personal responsibility2.2
Customer orientation2.3
Continuous improvement2.4
Management by objectives3.1
Quality Management3.2
Product approach3.3
17
Overview about the Lean Management methods and strategies
Lean Management – Methods and strategies2
• Management by objectives
• Decision management
• Quality management
• Production management, also of services
• Time management
• Project management
• Product approach
• Pro-active management
• Cost management and strategic deployment of resources
• Co-operation management
18
Content
Guiding principles1
Teamwork
2
Methods and strategies
2.1
3
Working Principles
Direct personal responsibility2.2
Customer orientation2.3
Continuous improvement2.4
Management by objectives3.1
Quality Management3.2
Product approach3.3
19
A method which enables managers and employees to define objectives for every department, project and person and use them to monitor subsequent performance
Methods and Strategies – Management by objectives3.1
Divide problems and tasks into manageable „bite size“ chunks
9
Top-down target deviding through „contracts“ in combination with a review system and performance related payment will ensure high performance
Working Principals - Direct personal responsibility2.2
Aspects of direct personal responsibility
S
M
A
C
specific
measurable
achievable
challenging
„Smac“ definiton of targets
Politics/electedmajority:
Minister/Politcal leader
AdministrationLeader level I
Leader levelII - N
Public servants/ Employees
Level
Define strategic program
Define break down of strategy into targets for Leader level I
Deviding their targets into objectives for next leader level
Defining Todos, Projects etc.
Deviding their targets into objectives for their staff/teams
Deviding objectives
Political Programm
Sector declaration
Contract
Contract
Contract orAgreement on objectives
Contracts Reporting Review
Performance related payments
Set goals
Develop action plan
Review progress
Appraise overall performance
Potential pitfalls
• Loss of big picture
• Lose focus of goal
• Micromanagement
• Unclear responsibilities
• Nobody has the courage to decide
20
Content
Guiding principles1
Teamwork
2
Methods and strategies
2.1
3
Working Principles
Direct personal responsibility2.2
Customer orientation2.3
Continuous improvement2.4
Management by objectives3.1
Quality Management3.2
Product approach 3.3
21
Quality Management is an ongoing procedure
Methods and Strategies – Quality Management3.2
Elements, criterias and standards
Quality Management
Leadership is responsible
Customer satisfaction
Legal consistence
Ensure quality on a regular basis
Use IT Involve employees
Improve processes/ organization
Clear Quality policy
Regard environmental aspects
Criteria Standards
Examples
• no delays
• reliability of service production
• accuracy of information
• positive environment
• friendly and co-operative staff
• Max. waiting times
• Max. admissible defect rate of x %
• share of x% of target group
• information provided in writing
• offer of advice hearings
• waiting room and seats for x%
• maximum distance from public transport
• parking space for every customer
• continuing education and training
• address customers by name
22
Content
Guiding principles1
Teamwork
2
Methods and strategies
2.1
3
Working Principles
Direct personal responsibility2.2
Customer orientation2.3
Continuous improvement2.4
Management by objectives3.1
Quality Management3.2
Product approach3.3
23
A product is a service or a group of services required by a party outside of the respective department
Methods and Strategies – Product approach3.3
Product definition
What is a product?
A service or a group of services
required by a party outside of the respective department -
either within or outside public administration
Each department drafts a list of all products it needs to meet all of its targets and perform all of its tasks (product plan)
Guidelines for product definition
Aim at optimum customer orientation
Bundling as many services as possible to make one reasonable product
One product should be assigned to one department only
Ensure full competence
Clear product description: Product label, scope of service, quantity, quality and target performance, timeline and budget
