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How to Manage Your Improvement Metrics More Efficiently and
Effectively
@MarkGraban (Presenter)VP of Improvement & Innovation Services
@Jeff_Roussel (Host)VP of Sales
Agenda & Logistics
• Presentation(45minutes)• Q&A(10minutes)– UsetheGoToWebinarMeetingPaneltosubmitaquestionatanytime
• Recordinglink&slideswillbesentviaemail– Also– seethe“Handouts”featureandChatbox
About Mark Graban• 20+yearspracticingLean– 10yearsinmanufacturing– 11+yearsinhealthcare
• Books:– LeanHospitals– HealthcareKaizen
(co-authorJoeSwartz)
• www.MarkGraban.comNew3rd Edition!
Why Measure?
Are We Improving?
My Most Favorite Book Ever
http://www.spcpress.com/http://amzn.to/2jJ4fiN
DonaldJ.Wheeler,PhD
Are We Improving?
Daily Lean Management
Source:ThinkingLeanatThedaCare (DVD)
How Are We Doing Compared
to Our Goal?
"Bowling Chart"
Are We Improving?
Can We Tell From This?
A Better Dashboard
Limitedinformationyouneedtomakedecisions
Easier to Tell From This?
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TotalCases
In KaiNexus…
Are We Improving?
Need to Avoid Bad Conclusions
“Theaveragepatientsatisfactionincreasedfrom87.2to89%”
86%
87%
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89%
90%
Before After
Need to Avoid Bad Conclusions
“Theaveragepatientsatisfactionincreasedfrom87.2to89%”
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
100%
Before After
Need to Avoid Bad Conclusions
“Theaveragepatientsatisfactionincreasedfrom87.2to89%”
Need to Avoid Bad Conclusions
“TheaveragepatientsatisfactionDECREASEDfrom87.2to85%”??
Are We Improving?
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92PatientSatisfaction(DifferentDataSet)
Linear Trendlines are Easy
Can Linear Trends Be Misleading?
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92PatientSatisfaction
Same Chart Different Timeframe
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92PatientSatisfaction
Are We Improving?
How Can We Tell?
How Should We React?
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Responding to Daily Changes
KB
GOAL
DailyProductionAveragePraiseTeam
PT PT
Arewehelping?Isthisprocessstable?
KBKickButt
Isn’titalwaysthesystem?
It’s(almost)alwaysthesystem.
Signal vs. Noise?
"Whileeverydatasetcontainsnoise,somedatasetsmaycontainsignals.
Therefore,beforeyoucandetectasignalwithinanygivendataset,
youmustfirstfilteroutthenoise.
“X” Control Chart(Chart for Individual Values)
Goal=25minutes
UpperControlLimit
LowerControlLimit
In KaiNexus…
Surgical Cases Table
Surgical Control Chart
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TotalCases
NOISE
Patient Satisfaction Run Chart“Theaveragepatientsatisfactionincreasedfrom87.2to89%”
Patient Sat. Control Chart
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PatientSatisfaction
NOISE
Lab Turnaround TimeWhat
Happened?
SIGNAL
Another "Special Cause"
What Happened?SIGNAL
X and MR Chart Combo
Does This Small Business Have Predictable Revenue?
Xchart
MRchart
SIGNAL
Is My BlogTraffic
Increasing?
Evaluate Over Time
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LeanBlog.orgDailyPageLoads
“Western Electric” Rules• Anysinglepointaboveorbelow3-sigmaLCLorUCL
• 8consecutivepointsonsamesideofmean
• 6consecutivepointsmovingsamedirection
• 14alternatingup/downpointsinarowFullrulesà http://bit.ly/WErules
Evaluate Over Time
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LeanBlog.orgDailyPageLoads
Shift the Limits as Indicated
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LeanBlog.org DailyPageLoads
Example of Process Shift
• Ifyoumadeachangethatyouexpectedtoimprovethesystem,useacontrolcharttotestthehypothesis
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ProcessShift
DailyTAT
Example of Process Shift
• IfyoudidNOTmakeachange,youneedtoinvestigatetodeterminethecauseofthissignal
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ProcessShift
DailyTAT
Are We Hitting Our Goals?
Performance vs. Goals
System View vs. Reactive
Control Chart View
Another Example
Goal
Control Chart View
Goal
So We Should Do Nothing?
Improve the System!
NOT Understanding Variation Leads To…
• Pressuringpeopletogetbetterresultsbyworkingharderwithinthesamesystem
• Wastingtimelookingforexplanationsofaperceivedtrendwhennothinghaschanged
• Notfocusingonsystemicimprovementsthatwouldshiftthemean
Our Next Webinar"TheIntersectionofCultureandTechnology:CapturingImprovementWhereitHappens"– MatthewCannistraro– ThursdayFebruary23,1PMET
• KaiNexus.com/webinars
Ask Us Anything!• MarkGraban&Dr.GregJacobson• NextEpisodeFeb14,1pmET• Register&submitquestionsviahttp://kainexus.com/webinars
• PastepisodesavailableonYouTube
Other Resources
www.KaiNexus.com
Podcasts
• www.KaiNexus.com/podcasts
• Subscribevia:– iTunes– GooglePlay– Stitcher
Thanks!• Web:
– www.kainexus.com– blog.kainexus.com– www.MarkGraban.com
• WebinarsonDemand:– www.kainexus.com/webinars
• SocialMedia:– www.twitter.com/kainexus– www.linkedin.com/company/kainexus– www.facebook.com/kainexus
@MarkGrabanVP of Services
@Jeff_RousselVP of Sales
BONUSRECORDINGWILLBESENT:HOWTOCREATECONTROLCHARTS
