EURO 2007 Skill Share Improving What We Do
Transcript of EURO 2007 Skill Share Improving What We Do
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Improving what we do
Best practice workshops
Quality Techniques
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Over the past ten years SkillshareInternational has explored anddeveloped an approach to qualitythat has impacted not only on ourown approach to “Improving what
we do” but also on the performanceand development of many of our
partner organisations through ourleadership development programme
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Quality techniques and tools
We could look at how a technique likeflow charting has improved Skillshare
International’s understanding of itscore processes
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Country Office HR Team Advertising Agency
Assess request
Write info for
recruitment
Recruitable? No
YesAdvertise
Shortlist
Run selection
process
InternationalRecruitment
Process
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Quality techniques and tools
Or we could look at how Improvementstatements coupled with process
performance measures have helpedsome of our partner organisations
move beyond arbitrary targets into abetter understanding of process
improvement
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LINKING IMPROVEMENT STATEMENTSWITH PERFORMANCE MEASURES
Improvement
Statement
Performance
Measures
To reduce the length of
time it takes to be seen by
a nurse at the clinic
The length of time inminutes and seconds
between entering the clinic
and being seen by thenurse
To increase the accuracy of
data collected from customers
Number of errors
in the data collected on amonthly basis
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Quality techniques and tools
Or how control charts have givenus a real understanding of how
our key systems deliver over time
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THE CONTROL CHARTTHE CONTROL CHART
Lower Control LimitLower Control Limit ( minus 3 standard deviations)( minus 3 standard deviations)
MEANMEAN(centre(centre
line)line)
Upper Control LimitUpper Control Limit ( plus 3 standard deviations)( plus 3 standard deviations)
TIME SERIES OR SEQUENCE
P R
O C E S S
D A T A
Limits Calculated from the DataLimits Calculated from the Data
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Quality techniques and tools
Or we could look at how we haveused affinity activities to build acollective views of the future of
key areas of our work
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Quality techniques and tools
Or we could look at how partnerorganisations have used theory on
repositioning to help them focuson the changing context of their
work
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All of these have been useful in
helping us make improvements;however:
• There are many tools and techniques tochoose form and how they are used
appears too be more important than thechoice of tool.
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The things that appear to help are:• Developing a deep understanding of the
current reality
• Creating an environment in whicheveryone recognises that work is about
working on systems as much as it is aboutworking in systems
• Building an understanding of what would
constitute and improvement• Making systems thinking second nature
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HIERARCHICAL THINKING
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A BASIC SYSTEM MODEL
Listen to CustomerFeedback
MeasureSystem &
In-ProcessPerformance Outputs
The
Customer
People
Materials
EquipmentMethods
Environment
Supplier’s Inputs
Value
AddingConversion or
Transformation
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The common reasons quality
initiatives can fail appear to be:
• Managers retreating into hierarchical
thinking when times get tough• Tampering with processes
• Lack of constancy of purpose• Lack of shared commitment to new ways
of doing things
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Before opening the discussion up:
• Talk to the person next to you about tools
you have used to drive improvement inyour organisation and the
• Successes and difficulties you have facedwhen implementing systems improvementin our very complex context