Lessons from washington state governments lean transformation journey ame jacksonville 11-12-14

Lessons From Washington State Government’s

Lean Transformation Journey

Darrell DamronEnterprise Lean Consultant

Office of the Governor

We’re all here because . . .

We want to consistently deliver results over the long-term!

Today’s Agenda• Background on WA’s Lean Journey• Innovation Using 7 Levels of Change• 3 Strategies & Lessons

1. Engage Leaders2. Partner with Experts3. Grow Informal Networks

WA State Gov Lean JourneyWe have a long history of improvement efforts, ANDwe’re just getting started on the lean transformation journey!

1991 ‐ 2005 20112005 ‐ 2010 2013GovernorElection

Indicators of Engagement


Cut transportation permit processing time

15days

9days

Before After

Indicators of EngagementReduced by 2/3 the steps a student takes from admission to sitting in class

After

Before

Indicators of EngagementReduced time to complete audit appeals

Saved employers $1.7 million in interest

66days

Before

441days

After http://picturesofmoney.org/holding‐a‐stack‐of‐money/ Image source:


More Calls in

LessTime with

SameStaff

45,000Calls

Answered

Before

33,000Calls

Answered

After65% in 1 min 76% in 1 min


• Cut the costs of X-rays, • Sped up child-abuse investigations• Helped more clients find work

Doing the right things• Effectiveness, focus, and working to priorities

Doing things right• Efficiency, standards, and variation reduction

Doing things better• Improving, thinking logically about what we are doing, listening to suggestions

Doing away with things• Cutting, asking “why do we do this?”, simplifying, stopping what doesn’t really matter

Innovation - 7 Levels of Change1

2

3

4

Source book: The 7Levels of Change by Rolf Smith

Innovation – 7 Levels of ChangeDoing things other people are doing• Observing, copying, seeking out best practice

Doing things no one else is doing• Being really different, combining existing concepts, asking “why not?”

Doing things that cannot be done• Doing what is commonly thought to be impossible, questioning basic assumptions, breaking the rules, being a little crazy

5

6

7


Doing the right things (effective)

Doing things right (efficient)

Doing things better (improving)

Doing away with things (cutting)

Doing things other people are doing (adapting)

Doing things no one else is doing (different)

Doing things that cannot be done (impossible)

On your journey so far, what are you most proud of being part of?1

2

3

4


5

6

7

3 Strategies, 3 Lessons# Strategy Lesson1 Engage

LeadersEngaged leaders are the key to sustained results

2 Partner with experts

Experts are out there & willing to help

3 Grow informal networks

Informal networks accelerate culture change

EngageLeaders!

AllLevels

Engage Partner Grow

Engaged leaders are the key to sustained results!

Engage Partner Grow

AllLevels

Engage Partner GrowWe’re using Lean to help us deliver better value to more Washingtonians.

Engage Partner Grow

WA State Agency Directors

5 Goals

Engage Partner Grow

Budget Policy

Operations

Goal Council Leadership

Engage Partner GrowResults Review with Governor InsleeResults Review with Governor Inslee

Engage Partner GrowGovernor Inslee Gemba WalksGovernor Inslee Gemba Walks

GoAndSee

Engage Partner Grow

The Transformation Model was adapted from The Lean Transformation Model articulated by John Shook, Chairman and CEO of Lean Enterprise Institute.

WA State Results Model

Engage Partner GrowWA State Results Model

• Discover what Washingtonians value• Set measurable goals & targets at all levels• Involve every employee in developing

strategies


• Deeply understand processes

• Improve current work as part of normal work

• Design innovative new work processes


• Develop scientific problem solving skills in every employee

• Develop humble coaching skills in every leader


• Focus on improving the process

• Go & see work

• Ask questions to understand

• Make work visible

• Have a cadence for frequently talking about the process performance


• Create value for Washingtonians

• Create constancy of purpose

• Think systemically• Focus on process• Embrace scientific

thinking

• Make what customers need, when they need it

• Build quality in• Seek perfection• Lead with humility• Respect every

individual

Engage Partner Grow

The Transformation Model was adapted from The Lean Transformation Model articulated by John Shook, Chairman and CEO of Lean Enterprise Institute.

WA State Results Model

Engage Partner Grow

Ways to Engage• Change Expectations• Provide Support• Walk the Talk• Share Information

Exercise:

“We can engage leaders if . . .”

Engage Partner Grow

Can’t because Can if . . .

PartnerWith

Experts!

Engage Partner Grow

Experts are out there & willing to help; you just have to ask!

Engage Partner Grow

Engage Partner Grow

Advice, Training, Coaching, & Tours from

Partners Organizations

In The First Three Years

pro bono publico

Engage Partner Grow

Examples of Industry Partners• Alaska Airlines• Genie/Terex• The Boeing Company• Liberty Mutual• Starbucks

Engage Partner Grow

Examples of Healthcare Partners• Virginia Mason Medical Center• Seattle Children’s Hospital• Seattle Children’s Research Institute• Premera Blue Cross• Philips Healthcare Ultrasound

Engage Partner GrowLeaders From Virginia Mason

Coach

John Cooper Matt CronkAriana WoodEden TeachoutBarbara Sandahl

Results WA Lean Fellows

4 Keys to Partnering

1. Talk with Lean Experts2. Share Your Story3. Ask for Help 4. Match Passion to Need

Engage Partner Grow

Engage Partner Grow

Exercise:

“We can partner with experts if . . .”


GrowInformal

Networks!

Engage Partner Grow

Informal networks accelerate culture change!

Engage Partner Grow

Engage Partner Grow

Lean Practitioners

All Voluntary Participation

State Agencies

Engage Partner Grow

Many Agencies . . . One Journey to Deliver Value

LeanAdvisors

Agile

Engage Partner GrowLearning

Building TrustChallenging Each Other

Having Fun

3 Steps to Growing Informal Networks

1. Establish a common endeavor2. Meet Regularly3. Share Stories/Learning

Engage Partner Grow

Engage Partner Grow

Exercise:

“We can grow informal networks if . . .”


Doing the right things (effective)

Doing things right (efficient)

Doing things better (improving)

Doing away with things (cutting)

Doing things other people are doing (adapting)

Doing things no one else is doing (different)

Doing things that cannot be done (impossible)

Innovation – 7 Levels of Change1

2

3

4


5

6

7

?

??

?

?? ????

“We can do hard things!”

Encouraging Words For Us All

Thank You!Please complete the session survey at:

ame.org/surveySession Code: WP-33

Lessons From Washington State’sLean Transformation Journey

Darrell DamronEnterprise Lean Consultant

Office of the [email protected]

Lessons from washington state governments lean transformation journey ame jacksonville 11-12-14

Presentations & Public Speaking

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