by Lee Fried, on 24 Jun 2007 03:08 pm
The Journey
Quote of the Week
I chose the following quote for its timeliness. Like most healthcare organizations we have very strong silos. Within these silos we tend to have measurement systems, but they typically outcome focused and primarily in support of the silo and not the larger process. As a result we don’t have a very good view of how we are performing for our customers and when things go wrong it is often hard to identify the root cause.
In the Model Line area we realized this limitation from the very beginning and have taken steps to begin to create a value stream measurement system. It has been hard work, but we have made a lot of progress and now have a far great understanding of the “whole” then we ever have in the past. Recently, we have run into some additional challenges that will take some hard thinking to overcome. Because we are rapidly reorganizing work teams and processes across the Division we also need to be re-designing our measurement systems as we go. Our goal is to connect our Hoshin planning system with the Daily Management systems that are being implemented at the team level. This challenge is compounded by the fact that most line-managers have little experience putting in place measurement systems and the leadership team has little experience with Hoshin. Overall, to be successful we need to teach everyone how to manage with data and facts.
“The only man I know who behaves sensibly is my tailor; he takes my measurements anew each time he sees me. The rest go on with their old measurements and expect me to fit them.” —Shaw
on 24 Jun 2007 at 4:24 pm 1.Jon Miller said …
Hi Ted, Lee & all,
I just want to say that you are doing very important work at GHC and what’s more generously sharing it with the world. Great posts lately. Kudos to you and keep up the good work!
Jon
on 24 Jun 2007 at 9:23 pm 2.Rob said …
Great post. I find that the daily management system are essential to success, it’s not only important to measure the CTQ factors but also to DISPLAY them too!
on 25 Jun 2007 at 6:50 am 3.Lee Fried said …
Thanks to both of you for your support and encouragement!
on 25 Jun 2007 at 2:23 pm 4.Patrick Shumaker said …
Great post. Defining measures across a value stream is difficult because of the way we think about our business and organize along functional lines. Our accounting systems are set up that way. I don’t know where I heard this but “If you want to think differently about your business, you must first think differently about how you think about your business.” As you see your business differently, perhaps the measurements you need will become more visible. I think that is the power of the Value Stream view.
on 26 Jun 2007 at 8:22 am 5.Lee Fried said …
Thanks Patrick. The quote we have been using lately is that “we need to make the voice of the member/patient be louder then the voice of the function.”
on 10 Jul 2007 at 9:24 pm 6.Patrick Shumaker said …
I like it. Short, sweet and to the point. It also gives staff something against which to compare their actions.