Lean for Hospital

Page 1

LEAN FOR HOSPITAL HCMC, May 31 - Jun 11, 2017

"Efficiency is doing things right; effectiveness is doing the right things" -- Peter Drucker --


LEAN FOR HOSPTIAL 2017

01

INTRODUCTION

22

DEFINE

59

MEASURE

76

MEASURE (continued)

86

ANALYZE

111

ANALYZE (continued)

148

IMPROVE

166

IMPROVE (continued)

197

CONTROL

205

FACILITATION SKILLS

222

CHANGE MANAGEMENT

229

PROJECT MANAGEMENT

233

PROJECT MANAGEMENT AND DMAIC RELATIONSHIP


LAN P. NGUYEN, MBA, MS, LSSBB PENNSYLVANIA, USA lan.nguyen1@temple.edu

Lan Nguyen is an industrial engineer specializing in Quality Controls, development and management. She has accumulated over 5 years of experience working in healthcare organizations - Temple and Main Line Health Systems – they are one of the largest health systems in the region. She has an extensive work in process, work-flow re-engineering and redesign through the application of Lean and Six Sigma tools with a focus on customer care, total quality management and information systems utilization. Many projects were implemented and had high impacts to the bottom line of the organizations. She is one of the young and upcoming leaders in Main Line Health System. She is 

Astute, healthcare executive with broad and deep expertise in driving operational breakthroughs, offering innovative solutions and insights focused on strategic organizational effectiveness and efficiency

Proven leadership skills and highly proficient in identifying opportunities, implementing solutions and building relationships to achieve successful outcomes

Creative and analytical thinker with the ability to link tactical plans with long range strategic visions.Her current position is a Process Improvement Engineer at Lankenau Medical Center (Main Health System, PA). Main Line Health System has been recognized by the U.S. News and World Report’s “Best Hospital” rankings as among the top 10 in Pennsylvania Region, with more than 10,000 employees and 2,000 physicians.

Lan is responsible in directing Green Belt engineers working on daily operational activities from many departments ranging from Emergency to Operations, from inpatients to outpatients service lines. As a Sig Sigma Black Belt, she is committed to ensuring all operational excellence in achieving any and all aspects of the organization. She has a strong passion towards Lean tools in solving complex issues of the administrational and operational aspects and provides the best care to the patients.

Specialties: Process Management and Redesign, Project Management, Patient Flow Management, Revenue Cycle Operations and Improvement, Lean Six Sigma Methodology, Strategic Planning and Business Development, Information Systems Implementation.

Education: o

o

In the United States: 

M.B.A with Health Section Management and Finance

Master of Science in Chemistry (specialized in Nanomaterials and Analytical)

Bachelor of Science in Chemistry and Industrial Engineering

In Vietnam: 

o

Bachelor of Secondary Education

Certifications: 

Certified Lean Six Sigma Black Belt

Accounting Certificate


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › INTRODUCTION

 

1


2

INTRODUCTION ‹ LAN NGUYEN

   • •

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › INTRODUCTION

• •

  •

OVERVIEW: PROCESS IMPROVEMENT

 o o

 

3


4

INTRODUCTION ‹ LAN NGUYEN

  • •  • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › INTRODUCTION

 

 

15

5


6

INTRODUCTION ‹ LAN NGUYEN

• • 

• • • • 

 

• • •  

     

 

18


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › INTRODUCTION

 • •

 • • • •

LEAN

• 

• 

• • • • • • • • • • • • •

• • •

7


8

INTRODUCTION ‹ LAN NGUYEN

• •

• • •

 

  

• • 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › INTRODUCTION

LEAN

   

 • • •

9


10

INTRODUCTION ‹ LAN NGUYEN

 

  

• •

LEAN

LEAN

 •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › INTRODUCTION

LEAN

 

   

  

11


12

INTRODUCTION ‹ LAN NGUYEN

 

LEAN

 LEAN

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › INTRODUCTION

  •

LEAN

• • 

  

13


14

INTRODUCTION ‹ LAN NGUYEN

  

 

SIX SIGMA

 

• • •  


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › INTRODUCTION

 

• •

 

  

SIX SIGMA

 

Source: Wikipedia

15


16

INTRODUCTION ‹ LAN NGUYEN

  


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › INTRODUCTION

NORMAL DISTRIBUTION CURVE

 

17


18

INTRODUCTION ‹ LAN NGUYEN

SIX SIGMA

  

 SIX SIGMA

SIX SIGMA

 

 

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › INTRODUCTION

• • • • • • 

19


20

INTRODUCTION ‹ LAN NGUYEN

LEAN SIX SIGMA

• •

• •

• •

• • •

  

    

• • • • • • •

• • • • • • • • •

• • • • • •

• • •

• • • • • • • • • • • • • • • • • •

• • • • • • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › INTRODUCTION

LEAN SIX SIGMA

• • • • 

• • LEAN SIX SIGMA

• • • • 

• •

• 

21


22

DEFINE ‹ LAN NGUYEN

• • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

• • • 

• •

 

• • •

• 

   

23


24

DEFINE ‹ LAN NGUYEN

 

 • •

• •

 

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

 •

 • • • • •

 •

• • •

 •

• •

25


26

DEFINE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

 • •

 •

• • •

 • • •

 • •

27


28

DEFINE ‹ LAN NGUYEN

 

  

 • •

• •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

 

    

• •

29


30

DEFINE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

Process Step #1

• Nursing • Physicians • Care Management • Patient

Patient registers for procedure

Process Step #2

• Admission Assessment • H&P • EMR

Patient prepped

Process Step #3

Process Step #4

• Discharge Instructions • Care Coordination

Procedure conducted on patient

• • • •

Process Step #5

Patient Home Health LTAC SNF

Patient sent to recovery room

Patient discharged

31


32

DEFINE ‹ LAN NGUYEN

31

• • • • •

• • • •

• •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

• • •

33


34

DEFINE ‹ LAN NGUYEN

 •

 • • •

 •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

 • • •

 •

• •

 • • •

• •

 • • •

 • • •

 • •

• •

35


36

DEFINE ‹ LAN NGUYEN

 • • •

• •

 • •

• • 

• 

• •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

• • •

  • • • • •

37


38

DEFINE ‹ LAN NGUYEN

 •

  

 • •

• •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

• •

39


40

DEFINE ‹ LAN NGUYEN

 

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

 

 

• • •

μ σ

μ μ

σ

41


42

DEFINE ‹ LAN NGUYEN

 

 •

• •

  •

• •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

 

  

• 

43


44

DEFINE ‹ LAN NGUYEN

 •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

45


46

DEFINE ‹ LAN NGUYEN

• •

 •

• • • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

‒ • •

 •

• • •

 • •

47


48

DEFINE ‹ LAN NGUYEN

 

 

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

   

• 

 

49


50

DEFINE ‹ LAN NGUYEN

Top

• Bottom

 • •  • • o

• • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

 •

 •

 •

• • •

• •

• • •

51


52

DEFINE ‹ LAN NGUYEN

• •

  


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

• •

• • •

• •

 

53


54

DEFINE ‹ LAN NGUYEN

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

 

      

55


56

DEFINE ‹ LAN NGUYEN

– –


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › DEFINE

 • •

 • •

57


58

DEFINE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › MEASURE

Six Sigma’s DMAIC: The project management framework used by MLH for Process Improvement (PI) projects

59


60

MEASURE ‹ LAN NGUYEN

  • • • • • 

 •

  

 • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › MEASURE

• •

• •

61


62

MEASURE ‹ LAN NGUYEN

 

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › MEASURE

   

• •

μ σ

μ μ

σ

63


64

MEASURE ‹ LAN NGUYEN

 

 •

• •

  • • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › MEASURE

 

 

 

• •

65


66

MEASURE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › MEASURE

• •

‒ • •

 •

67


68

MEASURE ‹ LAN NGUYEN

• 

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › MEASURE

Top

• Bottom

 • •  • • o

• • •

69


70

MEASURE ‹ LAN NGUYEN

 •

 •

 •

• •

• •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › MEASURE

71


72

MEASURE ‹ LAN NGUYEN

• • • •

• • •

  


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › MEASURE

  

73


74

MEASURE ‹ LAN NGUYEN

    

 

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › MEASURE

– –

75


76

MEASURE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › MEASURE

     

   

77


78

MEASURE ‹ LAN NGUYEN

 

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › MEASURE

 

• • • 

  

79


80

MEASURE ‹ LAN NGUYEN

 

• • •

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › MEASURE

  

  

  

 

 •

81


82

MEASURE ‹ LAN NGUYEN

σ

σ

σ

μ

σ

σ

σ

σ


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › MEASURE

 • • •

 • •

  • •

 

Gemba Walking at the Cleveland Clinic

83


84

MEASURE ‹ LAN NGUYEN

  • •

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › MEASURE

 • •

 • • •

 • •

85


86

ANALYZE ‹ LAN NGUYEN

• •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

  • •

 •

  • •

 

  

 

87


88

ANALYZE ‹ LAN NGUYEN

 

Output of Interest = A function of key inputs y = f(x1, x2, x3…)

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

89


90

ANALYZE ‹ LAN NGUYEN

• •

15

Step 5

Action Allow the participants to generate ideas (in silence).

• Review the requirements for documentation.  If using Post-it Notes: One idea per note, legible, able to be read at a distance, and use concise statements. 6

Gather ideas from the team members. • You may do a round-robin where people state one idea at a time or do an open brainstorming forum where anyone can speak up at any time. • Do not judge the ideas while they are gathered; only ask clarifying questions. • If not using Post-it Notes: Document the ideas by writing down the ideas on a flip chart or white board or post them on a flipchart. • Continue until everyone is out of ideas.

7

Organize the captured ideas: Affinitize/categorize as appropriate.


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

• •

• 

•  

91


92

ANALYZE ‹ LAN NGUYEN

 

 

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

 

 

 

93


94

ANALYZE ‹ LAN NGUYEN

 •

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

 

 

 

 •

95


96

ANALYZE ‹ LAN NGUYEN

 

    

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

97


98

ANALYZE ‹ LAN NGUYEN

Define

      

Measure

Analyze

38


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

 • • • •

 

99


100

ANALYZE ‹ LAN NGUYEN

• • •

• •

• • • •

Manpower

Machine

(Personnel, Staff, People, etc.)

(Technology, Equipment, Tools, etc.)

Anything that affects the knowledge and/or skillset of the workers in a process. Consider: Training, Certifications, etc.

Any type of physical or computer-based tools used in the process. Consider: Computer software/hardware, Handheld tools, etc.

Method

Measurement

(Process, Practice, etc.)

Processes that are captured in formal policies and procedures, informal standard work, or industry bestpractices. Consider:

Includes any activities that inspect or check your process to help meet the required outputs. Consider: Inspection points or inspection criteria, Measurement devices, Audits, etc.

Material Material (Supplies, (Supplies, Consumables and Consumables Information, etc.)and Information, etc.)

Any consumables or thingsAny used that aren’t consumables or necessarily a thingslisted used in that “machine” the otheraren’t category. This necessarily a category is of value “machine” listed because it typically in thethe other addresses category. ofThis characteristics category specific items inis aof value it process andbecause the issues typically related to their quality addresses the or control. characteristics of specific items in a process and the issues related to their quality or control.

Environment (Workplace, etc.)

Any characteristics of the place where the process occurs. Consider: Brightness, Temperature, Humidity, Noise levels, etc.


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

101


102

ANALYZE ‹ LAN NGUYEN

 

 

• • •

• •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

   

103


104

ANALYZE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

 I BLAME YOU!

 

The Fault Tree

 • •

105


106

ANALYZE ‹ LAN NGUYEN

•  


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

 

 • • •

 •

 • •

107


108

ANALYZE ‹ LAN NGUYEN

  


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

 

• •

109


110

ANALYZE ‹ LAN NGUYEN

 

Example 1

Example 2

Example 3

  

 

  


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

111


112

ANALYZE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

• •

113


114

ANALYZE ‹ LAN NGUYEN

  


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

• •

• •

• •

115


116

ANALYZE ‹ LAN NGUYEN

• • 

• • o

    

 o

o

o

• • • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

   

• •

• • •

• • •

117


118

ANALYZE ‹ LAN NGUYEN

• • • • • •

• •

• • • • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

• o

o

o

o

o

0 15-30 0

0

30-60 5 0

0

5 5 0

0

30-120 10-15 0

0

30 10-15 0

0

0 0 5

15-30

15-30 15-30 0

0

Queue = 125-275 min 5 0

Touch =70-110 min

119


120

ANALYZE ‹ LAN NGUYEN

Gap Analysis

Prioritization Matrix

Implementation Plan


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

  

• •

• • •  • • •

121


122

ANALYZE ‹ LAN NGUYEN

  • •

• •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

  •

 • • •

 

123


124

ANALYZE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

 

• •

• 

• •

  

125


126

ANALYZE ‹ LAN NGUYEN

     


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

 

   

   • •

127


128

ANALYZE ‹ LAN NGUYEN

  

 

   • • •

  

 

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

Define

Measure

 •

    

Analyze

Improve

55

129


130

ANALYZE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

Define

‒ ‒ ‒ ‒ ‒ ‒ ‒ ‒ ‒ ‒ ‒

Measure

Analyze

Improve

131


132

ANALYZE ‹ LAN NGUYEN

 

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

  • •

 • • • • •

     

 

 

133


134

ANALYZE ‹ LAN NGUYEN

 •

Define

Measure

• • •

Analyze

Improve

71


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

 •

 •

 •

• • •

135


136

ANALYZE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

 •

• •

137


138

ANALYZE ‹ LAN NGUYEN

• •

o

o o

 • • • • •

• • •

• •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

 • •

 •

139


140

ANALYZE ‹ LAN NGUYEN

 •

 • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

  

• • • • 

141


142

ANALYZE ‹ LAN NGUYEN

     

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

 

 

 

 

143


144

ANALYZE ‹ LAN NGUYEN

 

  • • •

• •

• • • • • • • • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

145


146

ANALYZE ‹ LAN NGUYEN

 • •

• • •

 

• •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › ANALYZE

    • • •  

DAY 4: CLOSURE

  • •

 • •

147


148

IMPROVE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

  •

• • •

  • •

 •

• •

 

149


150

IMPROVE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

  

151


152

IMPROVE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

     

 

   

153


154

IMPROVE ‹ LAN NGUYEN

   • •

  

 

   • • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

  

 

 

 •

    

155


156

IMPROVE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

‒ ‒

‒ ‒ ‒ ‒ ‒ ‒ ‒

‒ ‒

157


158

IMPROVE ‹ LAN NGUYEN

 

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

 •

 •

159


160

IMPROVE ‹ LAN NGUYEN

 •

• • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

 •

 • •

161


162

IMPROVE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

  

• • • • 

     

163


164

IMPROVE ‹ LAN NGUYEN

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

 

 

 

 

165


166

IMPROVE ‹ LAN NGUYEN

• •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

• • •

167


IMPROVE ‹ LAN NGUYEN

 • • •

 • • •

Demand

168

Time


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

  • •

Demand

Demand

Time

    

 •

 

Time

169


170

IMPROVE ‹ LAN NGUYEN

 

 

  • • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

  

 

    

171


172

IMPROVE ‹ LAN NGUYEN

 

  

• •

• • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

22

  

  

   

 

Room Obstruction

1 2

Room Obstruction

1

2

3

3 4

5

6

7

8

9

173


174

IMPROVE ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

• • • •

175


176

IMPROVE ‹ LAN NGUYEN

 •

 •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

 •

o

177


178

IMPROVE ‹ LAN NGUYEN

 • • •

• 

 •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

 •

• • •

  •

 

    • •

179


180

IMPROVE ‹ LAN NGUYEN

  

  


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

‒ •

4

• •

5

 • •

• • •

181


182

IMPROVE ‹ LAN NGUYEN

   

 

 

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

 • •

183


184

IMPROVE ‹ LAN NGUYEN

55

   •

 •

• • •

  • 

• •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

185


186

IMPROVE ‹ LAN NGUYEN

  •

 •

• •

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

   

 

 

 

  • • •

 

187


188

IMPROVE ‹ LAN NGUYEN

 • •

  


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

72

 

 

 

189


190

IMPROVE ‹ LAN NGUYEN

  

  

 • • •

 • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

  

191


192

IMPROVE ‹ LAN NGUYEN

 

  

   


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

  

 

 •

• •

• • •

193


194

IMPROVE ‹ LAN NGUYEN

• •

86

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › IMPROVE

OVERVIEW: PROCESS IMPROVEMENT

195


196

IMPROVE ‹ LAN NGUYEN

• •

• • •

• • •

• • •

• • •

• • • • • •

• • • • •

OVERVIEW: PROCESS IMPROVEMENT

• • • • • •

• • • • • • • • • • • • • • • • • •

• • • • • • • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › CONTROL

197


198

CONTROL ‹ LAN NGUYEN

4

   •

 •

• • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › CONTROL

  •

 •

• •

199


200

CONTROL ‹ LAN NGUYEN

 

   

 • •

  


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › CONTROL

15

 

 

 

201


202

CONTROL ‹ LAN NGUYEN

  

  

 • • •

 • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › CONTROL

  

203


204

CONTROL ‹ LAN NGUYEN

 •

• •

• • •

• •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › FACILITATION SKILLS

  •

205


206

FACILITATION SKILLS ‹ LAN NGUYEN

 •

5

    


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › FACILITATION SKILLS

• •

• •

• •

• •

• • •

9

• • •

207


208

FACILITATION SKILLS ‹ LAN NGUYEN

 •

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › FACILITATION SKILLS

 •

• • •

    

• • • • • • • • • • • • • • • • • • •

209


210

FACILITATION SKILLS ‹ LAN NGUYEN

• • • • • • • • • • • • • • • • • •

Issue

Facilitator Best Practices

A Participant Has Not Contributed or Group is Generally Not Participating

• • • • • •

Participants Ask Your Opinion

• Acknowledge the question and remind the group of facilitator’s neutrality • Restate the question, ask group to respond

Use active listening techniques Comment on what you observe Remind them of the importance of participation Call on quiet people - carefully Change techniques (e.g., round robin) Refer to ground rules

Group is Skipping Tasks, Jumping to Conclusions, etc.

• • • • • • •

Comment on what you observe (process) Adjust body language and voice tone Adjust technique Remind the group of the ground rules Round robin Pro/Con discussion Reiterate to the group the value of the tasks they want to skip

An Idea is Not Well Stated

• • • • •

Use active listening to draw out the idea Provide non-verbal encouragement, paraphrasing, clarification Restate the idea and ask for confirmation Thank the participant for their contribution Once the idea is clarified then record it for the team


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › FACILITATION SKILLS

• • • •

• o o o o o

211


212

FACILITATION SKILLS ‹ LAN NGUYEN

• o

o

o

o

• • o

• •

• o    o 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › FACILITATION SKILLS

  • •

  

• • •

213


214

FACILITATION SKILLS ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › FACILITATION SKILLS

   • • •

• • •

215


216

FACILITATION SKILLS ‹ LAN NGUYEN

CHANGE MANAGEMENT

36


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › FACILITATION SKILLS

CHANGE MANAGEMENT

  • • 

217


218

FACILITATION SKILLS ‹ LAN NGUYEN

• • •

• o

o o o

o


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › FACILITATION SKILLS

   

   • • •

219


220

FACILITATION SKILLS ‹ LAN NGUYEN

 

 

  • •  • • 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › FACILITATION SKILLS

  • •

 •

221


222

CHANGE MANAGEMENT ‹ LAN NGUYEN


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › CHANGE MANAGEMENT

   • • •

• • •

223


224

CHANGE MANAGEMENT ‹ LAN NGUYEN

CHANGE MANAGEMENT

9


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › CHANGE MANAGEMENT

CHANGE MANAGEMENT

  • • 

225


226

CHANGE MANAGEMENT ‹ LAN NGUYEN

   


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › CHANGE MANAGEMENT

   • • •

 

227


228

CHANGE MANAGEMENT ‹ LAN NGUYEN

  • •  • • 

  • •

 •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › PROJECT MANAGEMENT

  

 

• • •

229


230

PROJECT MANAGEMENT ‹ LAN NGUYEN

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › PROJECT MANAGEMENT

7

• •

• •

9

 

• • •

231


232

PROJECT MANAGEMENT ‹ LAN NGUYEN

    • • • • • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › PROJECT MANAGEMENT AND DMAIC RELATIONSHIP

• •

• •

3

   

  

  

233


234

PROJECT MANAGEMENT AND DMAIC RELATIONSHIP ‹ LAN NGUYEN

 • • • • •

   

    


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › PROJECT MANAGEMENT AND DMAIC RELATIONSHIP

  

235


236

PROJECT MANAGEMENT AND DMAIC RELATIONSHIP ‹ LAN NGUYEN

12

  

  


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › PROJECT MANAGEMENT AND DMAIC RELATIONSHIP

 •   • • •

  

15

  • •  • •

237


238

PROJECT MANAGEMENT AND DMAIC RELATIONSHIP ‹ LAN NGUYEN

 

  

 • • • • • • • •

• • • •


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › PROJECT MANAGEMENT AND DMAIC RELATIONSHIP

• • •

 • • • • •

239


240

PROJECT MANAGEMENT AND DMAIC RELATIONSHIP ‹ LAN NGUYEN

 • •

 •

• •

 •

• •

24

 


HOSREM & PHM › LEAN FOR HOSPTIAL 2017 › PROJECT MANAGEMENT AND DMAIC RELATIONSHIP

241


Turn static files into dynamic content formats.

Create a flipbook
Issuu converts static files into: digital portfolios, online yearbooks, online catalogs, digital photo albums and more. Sign up and create your flipbook.