Module 1: Introduction to continous improvement
Storyboard Text
- Narration SME's to provide course introduction
- Learning objectives SME's to confirm
- About this module SME's to provide info
- Narration: Continuous improvement...what is it exactly? Continuous improvement is about getting better all the time. IR is striving towards a culture that is more customer centric, more intelligence-led and more agile- which aligns perfectly with CI thinking. At IR we’re building a continuous improvement culture. We’re building people capability across our front-line teams so they are able to work in a collaborative way to meet and exceed our customers expectations.
- Narration: Why continuously improve? The continuous improvement (CI) process closely aligns with IR for the future – particularly our strategic and cultural goals Both spell out the importance of putting the customer at the centre of everything we do and highlight using intelligence to inform our decisions and actions. They also call out the importance of working collaboratively - across internal teams, with external parties and with customers.
- Narration: Ok, so we’ve established that it’s important to continuously improve the way we do things. You may even be asking yourself...what will be in it for me and our team when we have established a CI culture? What will be in it for our customers when we have established a CI culture? What will be in it for IR when we have established a CI culture? There’s something in it for everyone...let’s have a brief look at the benefits for our customers, people and Inland Revenue. Check out our intranet for a more detailed list and hear what are our customers are raving about!
- What's in it for our customers? Better customer service Consistency and clarity Increased confidence in IR Have easy access to information and support Have theri feedback heard and see improvement made Feel empowered because they have more involvement in their in accounts
- What's in it for our people? A chance to be heard Empowered to solve problems and truly make a difference Less frustration and stress Happier customers A better experience at work Pride in our service
- What's in it for IR? An agile workforce Working smarter and more efficiently Working as one organisation for customers Improved customer satisfaction and perception Best use of available technologies Improved customer relationships
- Team work...we're in it together: In order to become the CI organisation that IR for the future describes we need great teams working together for our customers. So what does a great team look like? We believe it’s up to a team to describe what great looks like for them. Great teams are always looking for ways to work more effectively and to support each other.
- Leaders and their teams who are proactively transitioning from being good to great: Have a clear action plan to support their transition from good to great, which is visible and updated regularly are aware of their plan and how it supports team success Discuss their plan at least monthly and agree on the next actions Regularly review and complete actions, then celebrate and share success Have clear and visible expectations of each other Can provide recent examples of team improvements that contribute to their desired ‘great’ team state Check out the continuous improvement intranet for more great resources to help you build a great team!
- When considering continuous improvement, there are 5 principles that we follow. Click on each to find out more (source from PPT SB) Know your customer Understand what you deliver Make work visible Solve problems in a structured way Leaders follow through
- Wagon wheel of waste At IR most things we do are a series of process to complete a particular task and most processes have waste. So what is waste? Waste is anything that does not add value to our customers Where can I find waste? Waste is everywhere. Have you ever thought ‘there must be a better way ’ or ‘why do we do it this way’? That’s CI thinking. The wagon wheel of waste is simply a tool that helps you recognise the different types of waste associated with problems or issues you may experience in the work environment. Let’s take a closer look!
- WWW cont'd Consider this...what are the things that keep you from doing your work which is all about serving the cusomer? Click on each of the wheel pieces to reveal the waste in each process Refer to PPT activity
- How do you solve problems you ask? There are two main parts: Identify improvement opportunities Solve problems in a structured way Let’s chat with Sam. Sam is a CSS with Child Support Services and has kindly agreed to speak with us aout her experience with continuous improvement.
- Meet Sam: Sam bio
- Click to ask Sam a question about her experience with CI at IR. Response will generate automatically. Questions to be provided by SME
- Fantastic! Sam and the Child Support Team really hit the ground running with continuous improvement. Click on each of the wheel pieces to reveal the waste identified in their process. Examples to be provided by SME
- Six stages of problem solving: Now that we’ve seen a great example of CI at work...let’s take a closer look at this ‘structured process’, the Six Stages of Problem Solving.
- By approaching a problem in a structured way you remove the guess work and the best part is you can apply this process to any problem...in any setting Let’s take a closer look.
- Meet Jason
- Kahu outlining Jasons problem
- Click the button to tell Jason about the six stages First you’ll need to describe your problem as specifically as possible and understand why you would want to solve this problem Insert Jason's thoughts on the question (align with CI principles) Next you’ll need to consider all of the possible causes to make sure you fix the problem and not just the symptom. You need to find out and understand the root cause of the problem. Insert Jason's thoughts on the question (align with CI principles) Once you’ve worked out that you have a problem and considered all of the possible causes you’ll need to collect data to understand just how big your problem is. This will give you a baseline to work from and confirm you have identified the correct root cause. Insert Jason's thoughts on the question (align with CI principles)
- Cont'd Now that you’ve identified the root cause you’re ready to come up with possible solutions for your problem. Explore as many solutions as possible to solve the problem. Insert Jason's thoughts on the question (align with CI principles) Now it’s time to select a solution to implement. The solution with the most benefit to customers and which takes the least effort to implement is the natural option. Insert Jason's thoughts on the question (align with CI principles) Now that you’ve identified the root cause of your problem and selected a solution to trial it’s time to implement! Once you’ve implemented your solution you’ll be able to measure the difference you have made to your customer and business.
- Now that Jason has been introduced to the six stages of problem solving let’s revisit the 5 CI principles Know your customer Understand what you deliver Make work visible Solve problems in a structured way Leaders follow through Check Jasons thinking...is hey modeling the CI principles? Click based interaction (Audio of Jason when the principle has been selected)
- 2 months later: Ask Jason how he made out with his problem Click each corresponding stage in the star to ask a question and get a response
- CI levels pyramid and sphere of influence
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