Course Details
MODULE 1: RESULTS-FOCUSED MINDSET
Introduction to Results-Driven Government
Results Thinking, A New Way to Run Government
Session 1: The Journey Begins
Results-Driven Government
Session Summary
Perhaps the most powerful movement in state government is the shift to a focus on results, a shift being driven from within states by people committed to making a difference to the people they serve and excited to see that difference in concrete, measurable terms. This series explains the concepts that drive new management thinking that ultimately leads to remarkable changes in how a team, department and state operate.
Learning Outcomes:
- Understand the origins of modern management
- Understand why it is critical to bring freedom and order into balance
- Understand what a management system is and how it is build
- Understand the Theory of Constraints and its application
Session Downloadable Handouts:
- Management Principles
- Deming’s 14 Points
- Waste Exercise
- Management System Schematic
Session Time: 25:15
Session 2: Concept 1 - Respect for People
Unleashing the greatest source of value
Session Summary
People are the source of improvement; improvement driven by their knowledge, experience, expertise and passion. Modern day management practices bring into balance an organization’s order and freedom, providing a system of management that enables people to act on their commitment to make government better.
Learning Outcomes:
- Understand the complexity we as humans bring to work
- Understand the impact fear has on people
- Understand that the role of management has changed
- Understand how the management system determines if people get heard
Session Downloadable Handouts:
- Definition of fear
- Order/Freedom Assessment
Session time: 15:17
Session 3: Concept 2 - Customer Focus
Those we serve define value
Session Summary
Everyone serves a customer, and the better that customer’s needs are understood, the easier it is to eliminate the waste in the work it takes to meet their needs. Customers define value – whether they are residents of the state or work in the office building next door – whoever receives your work is your customer.
Learning Outcomes:
- Understand that we all have customers
- Understand employees are management’s customers
- Understand how to identify your customers
- Understand that it is critical to capture our customers needs in order to focus our work
- Understand how to assess your customer needs
Session Downloadable Handouts:
- Customer Need Assessment
- Sum Total of People
Session Time: 16:59
Session 4: Concept 3 - Process Thinking
The power of seeing how we do our work
Session Summary
All work is the product of a process. We can understand even the most complex work if we take the time to walk through it step-by-step. Seeing it gives us the power to improve it. People often believe that becoming process-oriented means reducing flexibility and creativity, but just the opposite is true. Process thinking accelerates the learning curve by capturing what we know that works, and giving us a solid foundation for developing new ideas rather than relearning what others in the past have already learned.
Learning Outcomes:
- Understand why processes are so important
- Understand the roles processes play in improving results
- Understand that being process driven doesn’t limit creativity, it harvests it
- Understand how processes play a central role in the performance of the organization
Session Downloadable Handouts:
- Exercise: Name a Process
Session Time: 20:13
Session 5: Concept 4 - Fact Driven
Dealing with reality is a relief
Session Summary
Facts move us away from our heavy reliance on symptoms and opinions which often serve to mislead us to work on the wrong things. Facts reveal truths and make solving problems so much easier because the search for facts often leads us directly to the root cause. Facts also, oddly enough, tend to dampen emotion and drama because they help us focus on where our efforts will be most productive.
Learning Outcomes:
- Understand how facts make life simpler
- Understand how to find facts where there are none
- Understand how you can find the right facts you need to solve your problem
- Understand how to take facts and find meaning
Session Downloadable Handouts:
- Encouraging the use of facts
Session Time: 22:06
Session 6: Concept 5 - Transparent Accountability
True accountability demands safety
Session Summary
Healthy accountability is all about ownership for results in an environment where transparency is valued because it enables and inspires collaboration. For transparency to thrive, people have to be safe knowing blame has been replaced by the desire to find the root cause in the process so it can be minimized or eliminated.
Learning Outcomes:
- Understand that we all have customers
- Understand the role accountability plays in resultsdriven government
- Understand the elements of accountability
- Understand accountability in situations where you don’t have control
- Understand the relationship between accountability and ownership
Session Downloadable Handouts:
- What is accountability?
- Rating your order/freedom balance?
Session Time: 16:00
MODULE 6: IMPROVING YOUR PROCESSES
This set of sessions is designed to help you pick and complete a process improvement project that delivers real, measurable improvement that makes a difference to the people you serve and makes all involved proud of the work they do.
Session 1: Introduction to 7-Step Improvement
The most critical new skill for everyone
Session Summary
Government today is challenged to do more and more with less and less, and that challenge is not going to go away. So where will you find the capacity to meet the demand? It is not going to come from outside government or from vast new sources of tax dollars, instead a significant proportion of it must come from within the existing processes. The good news is studies show that typically government process have as much as 60 percent of the activities within them that add no value – in the language of Lean this is called “waste”. The vast majority of processes in government have not had the benefit of process improvement, so there is plenty of waste to be removed. Process improvement teaches to approach improvement by working problems that are presenting themselves often in the form of issues that make our customers unhappy, endanger those we serve, cause us to fail to meet our obligations or get us in budget trouble. Rather than randomly making improvement, we improve what is broken because what is broken usually consumes lots of time and when we find that problem, we find a problem in the process. In this session you have everything you need to implement a process improvement project.
Learning Outcomes:
- Understand the central role of process improvement
- Understand the basic process of process improvement
- Understanding the various models available and what they have in common
- Understand the 7-Step Method
Session Downloadable Handouts:
- Step-by-Step 7-Step
- Waste Defined
- 7-Step Storyboard
Session Time: 24:12
Session 2: The Five Power Tools
The 5 core tools you’ll need
Session Summary
We solve problems by improving our processes using these basic tools: Checksheets, Cause & Effect Diagrams, Process Maps, Pareto Charts and Run Charts. While there are many more tools available, these are the most versatile and essential. In this session you will learn the basics of the five power tools and how to put them to use to help you and your team improve processes.
Learning Outcomes:
- Understand the use and value of the five power tools
- Understand when to use each of the five power tools
- Understand how to use each of the five power tools
Session Downloadable Handouts:
- The 5 power Tools Step-by-Ste
- The 5 Power Tools in Brief
Session Time: 30:09
Session 3: Defining the Problem
Solving the problem begins by defining it
Session Summary
Before you start any process improvement or problem solving effort, get agreement on the problem in very clear terms. You can’t succeed if you aren’t aligned. A good problem statement aligns and focuses your improvement team from the outset.
Learning Outcomes:
- Understand why it is critical for a team to agree on the problem statement
- Understand what an effective problem statement looks like
- Understand how to write an effective problem statement
Session Downloadable Handouts:
- Problem Statement Highlights
Session Time: 20:29
Session 4: Mapping the Process
Seeing the work is understanding it
Session Summary
All work is done using a process. Even the most complex work can be understood if we take the time to walk through it step-by-step. In this session you will learn how to lead a team through the development of a process map.
Learning Outcomes:
- Understand the use of process maps
- Understand how to build a process map
- Understand how to use each of the five power tools
Session Downloadable Handouts:
- Process Mapping Step-by-Step
Session Time: 25:13
Session 5: Defining the Solution
Finding solutions that work
Session Summary
Every problem, once the root cause is understood, can be solved in a variety of ways. The simplest and most targeted solution is almost always the best. In this session you will learn how to select, test and implement a solution to the problem you are working to solve.
Learning Outcomes:
- Understand the pitfalls to avoid in process improvement
- Understand smart boundaries to work within on your project
- Understand how to select solutions that make the most sense
Session Downloadable Handouts:
- Defining Solution Highlights
Session Time: 17:10
Session 6: Securing the Win
Holding the hard-fought gain
Session Summary
Gains have this funny way of way of drifting away. So it’s key to lock in the win achieved through process improvement. The way to do that is to keep the measure that’s improved highly visible and to make sure you take action immediately should it start declining again. In this session you will learn how to do this.
Learning Outcomes:
- Understand what a control is
- Understand the impact of buy-in to control and how to build control from the outset
- Understand how to put in place controls to make sure you hold your gains
Session Downloadable Handouts:
- Securing the Wins Highlights
Session Time: 9:02
Overview
THE CURRICULUM
7 MODULES, 26 SESSIONS
MODULE 1:
RESULTS-FOCUSED MINDSET
The Journey Begins
Respect for People
Customer Focus
Process Thinking
Fact Driven
Transparent Accountability
MODULE 2:
ALIGNING WITH STATE LEADERSHIP
Serving Your Governor
Aligning With Your Agency
MODULE 3:
BUILDING YOUR MANAGEMENT SYSTEM
Management as a System
Mission, Vision, & Values
Key Goals
Core Processes
MODULE 4:
MEASURING RESULTS
Outcome Measures
Process Measures
Scorecards
MODULE 5:
MANAGING FOR RESULTS
Daily Management
Business Reviews
Coaching One-on-One
MODULE 6:
IMPROVING PROCESSES
Introduction to 7-Step Improvement
The Five Power Tools
Defining the Problem
Mapping the Process
Defining the Solutions
Securing the Win
MODULE 7:
COMMUNICATION AND CELEBRATION
Telling Your Story
Recognition and Celebration
Three Options to Purchase