ASCP Annual Meeting Session Number 7000: Practical PDCA

Transcription

1 ASCP Annual Meeting 2016 Session Number 7000: Practical PDCA Sue Kozlowski, MT(ASCP)SBB DLM Six Sigma Black Belt (ASQ) Senior Director, Lean Healthcare Solutions TechSolve, Inc. Session information: This session will not include any presentation slides; all information will be discussed using the handouts. The presenter will bring printed copies of all materials; attendees do not need to print or bring them. The session is scheduled for 7:30 9:00 am on Wednesday, September 14, Disclosure Statement: In the past 12 months, I have not had a significant financial interest or other relationship with the manufacturer(s) of the product(s) or provider(s) of the service(s) that will be discussed in my presentation. Because TechSolve is a 501(c)3 not-for-profit corporation, there is no relevant conflict of interest for this conference. The presentation will focus on Lean tools which are not proprietary and which can be used free of charge by participants. No sales or service information about the company will be shared during the presentation. Handouts: A3 Template Blank A3 Guideline 1 Charter Template FOCUS 2a Prioritization Matrix 2b Problem Statement Worksheet 3a Value Stream Mapping Worksheet 3b Eight Wastes of Healthcare 4 Project Goals Worksheet 5a Fishbone Template 5b Five Why s Worksheet 6 Gap Analysis and Future State Worksheet 7 WWW Action Plan 8 Project Summary Source: 2016 ASCP Annual Meeting / Sue Kozlowski, Practical PDCA

2 FIND a process to improve ORGANIZE a team CLARIFY the current knowledge of the process UNDERSTAND the causes of variation SELECT the potential process improvement Value Stream: Value Stream Project Charter Focus Area: Start: Stop: Problem Statement / Business Case: Data Impact / Customer Administrative Champion Physician Champion Process Owner Finance Liaison Team Members: Core Team Extended Team Ad Hoc / Subject Matter Experts Process Key Metrics: Time Quality Cost Employee Effort Cust. Satisfaction Project Targets: Time Quality Cost Employee Effort Cust. Satisfaction Major Factors of Variation Stakeholders of the Process Under Study Constraints Assumptions Key Deliverables Project Timeframe Project Understanding: Timeframe of RIE and follow-up, and dates of core team meetings Commitment of Team Members Role of Process Owner, Facilitator, and Champion Key Deliverables Champion Process Owner Facilitator Source: 2016 ASCP Annual Meeting / Sue Kozlowski, Practical PDCA

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4 PROBLEM STATEMENT WORKSHEET VALUE STREAM: PROJECT AREA: What is wrong or not meeting customer needs? (Include reference data) When and where does the process occur? How widespread is the problem? What s the impact of the problem? What s the frequency of the problem? PROBLEM STATEMENT DRAFT: % of the time, or % of patients, (or other statement of the problem): metric is not achieved, (or other statement of the process performance) The impact includes: (clinical, patient satisfaction, financial, and/or employee impact) Draft Problem Statement: Source: 2016 ASCP Annual Meeting / Sue Kozlowski, Practical PDCA

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7 PDCA Project Goals Worksheet Process Owner Name of Project Timeframe Internal Targets Set by Department: Current Performance Before Future Performance After Internal Targets Set by Organization: Benchmarking from Other Organizations: Key INPUT Goals or Data: Key PROCESS Goals: Key OUTCOME Goals: Input Goals or Data: Number of specimens, deliveries, patients; types of inputs; locations or sources Process Goals: Key milestones in the process the predict success of the outcome Outcome Goals: Deliverables, products, or accomplishments that reflect the customer needs Source: 2016 ASCP Annual Meeting / Sue Kozlowski, Practical PDCA

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9 Five Why s Worksheet Process Activity Step: Waste Observed: 1. WHY: BECAUSE: 2. WHY: BECAUSE: 3. WHY: BECAUSE: 4. WHY: BECAUSE: 5. WHY: BECAUSE: Do you have an understanding of the root cause? Project: Project Process Owner: Source: 2016 ASCP Annual Meeting / Sue Kozlowski, Practical PDCA

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12 Results / Impact on: Project Summary Project Title: Project Completion Date: Value Stream: Focus Area: Problem Statement: Team Members / Stakeholders: Key Process Changes: Remaining Items on WWW Action Plan: What the Team is Most Excited About / Key Learnings: Customer Satisfaction: Employee Effort: Financials: Timeliness: Quality: Communication Plan: Champion: Process Owner: Source: 2016 ASCP Annual Meeting / Sue Kozlowski, Practical PDCA

13 Date: A3 Project Title: Champion: Team Leader: Lean Facilitator: Problem Statement: What data do we have to support the significance of the problem? What percent of the time are we meeting patient / customer expectations? What is the impact of the problem on the customers of the process? What is the Business Line of Sight between our strategic goals and dashboards, to this particular issue? Current State: PLAN What does the Voice of the Customer say about how we are providing value or meeting expectations? What is the high level Value Stream Map, with data, for this part of the process? What does the process map tell us about the complexity of our process? What is the feedback from employees / stakeholders on how the process is working for them? What is the demand for the process how many requests / patients by hour of the day and/or day of the week? What other data do we need to collect to understand the process? Can we represent the current state with a Value Stream Map (with data)? Goals: How will we know when we ve achieved success? Are there benchmarks or comparative data that we should review? What should we measure in order to (a) compare before and after and (b) know we have made a difference in the process? Can we show our goals using a balanced scorecard for the project? (For example, flow, customer satisfaction, employee engagement, financial impact) What will the Future State look like? Problem Analysis: Who will be impacted by changes in this process? What is the detailed process flow? Can we use a fishbone diagram to find and show any likely problem areas? How much waste is there in the process? Have we asked the five whys for each step? Can we show that we have identified the major problems using a Pareto chart? Have we used an Impact / Effort matrix or other tool to prioritize the wastes / problems we will address in this project? Do we understand the root causes of the problem?

14 Organization / Department: Last Update: Updated by: Team Members: Process Owner: DO~CHECK~ACT Future State and Gap Analysis: What gaps are there between the Current and Future State, and what changes in the process (improvements) should be taken to address these? What improvement tools and resources will we need to make the recommended improvements? What stakeholders will be involved in the action plan? What is the communication plan? Can we show a high-level summary of process steps that need to be changed? Implementation Plan/Action Items: What steps need to be taken to accomplish the improvement plan? Who will take the lead for each step? What timeframe will be required? When will the new process be implemented? What is the training / education plan? What data will continue to be collected, and how often will it be collected and reported? How will feedback be obtained from customers and stakeholders? Can we show a high-level WWW for this project? Results: Can we show a chart or graph to display the process before and after to answer the question: Is there a difference? What are the comparative metrics? Is the new process meeting the target? Do we have a WWW to represent any additional work that will be needed? How will the results continue to be shared with stakeholders and customers? Can we summarize what we have learned from this improvement project? Learnings / Debrief: What have we learned from this project? How will we share the learnings with others across the system? What other projects, topics, or issues have we discovered, that should be addressed by follow-up improvement projects? Source: 2016 ASCP Annual Meeting / Sue Kozlowski, Practical PDCA

15 Date: A3 Project Title: Champion / Sponsor: Team Leader: Lean Facilitator: Problem Statement: Current State: PLAN Goals: Problem Analysis:

16 Organization / Department: Last Update: Updated by: Team Members: DO~CHECK~ACT Future State and Gap Analysis: Implementation Plan and Action Items: Results: Learnings / Debrief: Source: 2016 ASCP Annual Meeting / Sue Kozlowski, Practical PDCA