norbert majerus consulting llc© Copyright - norbert majerus consulting llc 2018
Transforming From The Inside Out
9/19/2018 1
Norbert Majerus,
Lean Champion
Managing People in a Lean Transformation
norbert majerus consulting llc
2005
•Late on almost all launches – only contracted work was on time (less than 20%) – Business Plans
•Less than 50% of the new products met business case
•Disbanded all prior improvement activities (BPR, TQC, 6-Sigma…)
•Engagement scores less than acceptable and people quit for lack of work
•“We could help you improve your process if you had one”
9/19/2018
Why Lean?
© norbert majerus consulting llc 2018
norbert majerus consulting llc
Goodyear Lean Results
•Safety, quality – all time high
•1,500, 95%, 100%
•75%
•3x
•Better engagement
norbert majerus consulting llc
Organizations, cultures … do not change: People DO
9/19/2018 4
My Answer - Why lean initiatives struggle:
What in your company cannot be copied???
norbert majerus consulting llc
Survey?
❑Process ❑People
norbert majerus consulting llc
Here is WHY
6
norbert majerus consulting llc
(my) Desired State
9/19/2018 7
FOUNDATION
Ideal State
CO
NTI
NO
US
IMP
RO
VEM
ENT
RES
PEC
T FO
R P
EOP
LE
norbert majerus consulting llc
Current State
9/19/2018 8
FOUNDATION
CO
NTI
NO
US
IMP
RO
VEM
ENT
RES
PEC
T FO
R P
EOP
LE
Average of 70% of people are not
engaged*
*Jerry Solomon - Lean Frontiers conference, San Antonio 2016
norbert majerus consulting llc9/19/2018 9
norbert majerus consulting llc
What I learned ………………
• Inside OUT Transformation✓The Change People Management Process
• Upside Down Leadership
• ME – the lean change leader
9/19/2018 10
norbert majerus consulting llc
Bottom Up Transformation
Top Down Transformation
norbert majerus consulting llc
Bottom Up Transformation
Top Down Transformation
norbert majerus consulting llc
Lao Tsu – Founder of Taoism (6th century BC)
Go to the people. Live with them. Learn from them. Build with what they have. But with the best leaders, when the work is done, the task accomplished, the people will say: “We have done this ourselves”
Inside Out Transformation
norbert majerus consulting llc
Who is the best positioned to make recommendations about improving the
work people do?
It is easier to teach the process experts the lean principles than it is to teach an outsider the
process and the culture
norbert majerus consulting llc
Inside Out Transformation
1. Learn the principles
2. Teach the principles to the people who do the work
3. Engage the people and coach them through the transformation
4. Help sustain the gains
9/19/2018 15
norbert majerus consulting llc
MY Roadmap to a Lean Culture
1.Do your homework – plan to sustain
2.Get leverage
3.Engage the right people to lead the change
4.Develop a vision and make plans
5.Assure support
6.You cannot overcommunicate or overtrain
7.Deal with resistance
8.Engage the employees
9.Do good things and talk about them (German proverb)
10. Remember PDCA (Plan/Do/Check/Adjust)
11. Sustain the change9/19/2018 16
norbert majerus consulting llc
Plan to Sustain the Change.
•Most inmates who break out of jail get caught within 10 miles of the institution.
•They rarely plan what to do when they get outside.
•Similarly, change agents forget to make and implement plans to sustain the change.
•Contrary to common belief, change agents must remain engaged after the change
norbert majerus consulting llc
Get leverage
1. Do your homework – plan to sustain
2.Get leverage3. Engage the right people to lead the change
4. Develop a vision and make plans
5. Get support
6. You cannot overcommunicate or overtrain
7. Deal with resistance
8. Engage the employees
9. Do good things and talk about them (German proverb)
10. Remember PDCA (Plan/Do/Check/Adjust)
11. Sustain the change
norbert majerus consulting llc
Engaging Associates
9/19/2018 19
“Your Toyota is
my Toyota”
1. Do your homework – plan to sustain
2. Get leverage
3. Engage the right people to lead the change
4. Develop a vision and make plans
5. Get support
6. You cannot overcommunicate or overtrain
7. Deal with resistance
8. Engage the employees9. Do good things and talk about them
(German proverb)
10. Remember PDCA (Plan/Do/Check/Adjust)
11. Sustain the change
norbert majerus consulting llc
31,419
36,500
28,000
29,000
30,000
31,000
32,000
33,000
34,000
35,000
36,000
37,000
PLANT PERFORMANCE MARKET DEMANDSeveral Hundred Kaizens identified and implemented by factory staff
norbert majerus consulting llc
Why Engage the People
• They know the process• You cannot just replace them• They can improve and sustain the change• Engagement motivates people
9/19/2018 21
norbert majerus consulting llc
HOW to Engage the People
•Communicate, teach (WHY) •Listen to the concerns•Focus on the influencers first•Go see – build trust - help and support•Thank and reward•Show respect
norbert majerus consulting llc
Respect
•People come to work to do a good job•If they cannot, look at process, training, qualification, equipment …
•Help the people be successful (ALL) – even the marketing folks
•Ask questions, do not give answers•Learn to manage the round peg in the square hole –(google)
9/19/2018 23
norbert majerus consulting llc
Learn to Show Respect – Start with the little things
•Show up for meetings•Pick up stuff•Have fun and make it an enjoyable day for everybody•Your colleagues know their stuff too•Mute the cell phone•LISTEN•Do not use authority (even if you have it)•Appreciate other people’s work•Reduce noise•Give attention to everybody•Be polite•Respect culture …•…..•Your turn
norbert majerus consulting llcUpside Down Leadership
Billy Taylor, Director NAT Manufacturing
Ellis Jones, Plant Manager Akron
norbert majerus consulting llc
Leadership
9/19/2018 26
W h e n b o t t o m l e v e l g u y s l o o k u p , t h e y s e e o n l y … . . . . .
*Inspired by unattributed graph
norbert majerus consulting llc
Lean Leadership
9/19/2018 27
norbert majerus consulting llc
Leadership Support
9/19/2018 28
norbert majerus consulting llc
Characteristics of a Good Lean Leader
A good leader helps people to achieve their personal goals and the goals of the of the organization
•Leader has the right to know – not to tell
•Go see (facts over data) and show respect
•Engage associates, coach, sponsor, empower ….
•Hold people accountable / Insist on root cause, PDCA ..
•Speak “native” language to help people be successful
•Lead with humility - without using authority
•Thank and reward
Jean-Claude KihnGoodyear President
norbert majerus consulting llc
Evolution of a Servant Leader
Solve your own problems –do not bring them to me
Here is the solution – go do it
I ask you questions and coach you towards MY solution
>> A3 cookie trail
Responsible?
norbert majerus consulting llc
Evolution of a Servant Leader
I coach you towards finding your own solution
Let’s figure this out together
I agree with your suggestion. You are responsible - keep me informed
and I will support you
Engage, Educate, Empower
norbert majerus consulting llc9/19/2018 32
MotivationLean makes Work easier
Stress ControlLean enables healthy active coping
ConditionPositive reinforcementTHANK YOU
Cognitive DissonanceFocus on behavior – beliefs will follow
ArnoudHerremansChange Scientist*
* LPPDE 2016 - Philadelphia
Engaging Leaders – Advice From a Pro
norbert majerus consulting llc9/19/2018 33
Cognitive Dissonance – BELIEFS >>> /\ <<< BEHAVIORS
Train the associates
Change behaviors
Beliefs followed
Scania Model
Change the behavior – beliefs will follow
My Personal Transformation Was The Hardest
Change the beliefs – behaviors will follow
norbert majerus consulting llc
How to Engage Leaders to Become Lean Leaders
•Tell them … ineffective >> Show them is better•Move from the “doer” to the enabler/influencer•Engage them in the change, the problem, the new idea•Teach them to be a good SPONSOR, Teacher, coach•Create opportunity developing the right behaviours(self reflection)
norbert majerus consulting llc
Magic Triangle
9/19/2018 35
A3 – Problem Solving
Visual Management
Go See
Management must learn to shift their attention from fighting fires
that should not be there to developing better people and
processes - Shingo
norbert majerus consulting llc
•I did not believe lean could have an impact in R&D
•Did not like a job that had anything to do with people
9/19/2018 36
My Personal Transformation Was The Hardest
“Just Develop a Training Program”
norbert majerus consulting llc
Advice to Lean Transformation Leaders
•Say “no” 3 times
•You are a change agent – not a project manager
•Get an education / become a teacher and coach
•Have the right expectations• Long journey• Many restarts and pivots• Rarely the right recognition
•Learn to respect people – earn the respect of the organization – appreciate the respect you deserve
9/19/2018 37
Keep an updated resume
norbert majerus consulting llc
The Lean Leader
•There is no difference in skill set between a formal leader and an informal leader✓The formal leader does not use power✓The informal leader does not have power✓Both have to earn authority
•ALL lead with respect and humility
norbert majerus consulting llc
Key Messages
•Successful lean implementations change the people and the process
•The people who do the work must be engaged to improve the work
•Respect for people assures the engagement
•Leaders support is insufficient – Leaders must change
•The lean change agent plays a crucial role –thanks for listening
norbert majerus consulting llc© Copyright - norbert majerus consulting llc 2018
Norbert MajerusLean Championnorbert majerus [email protected] 801 3184