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  • What’s the CURE to Improving Processes While Working From Home During Covid 19?

 ISO 9000 & AUDITS WORLD CONFERENCE

What’s the CURE to Improving Processes While Working From Home During Covid 19?

Presenter:   Dr. Adam Stoehr, VP, Education and Research, Excellence Canada, Toronto, Canada

DESCRIPTION

The talk focusses on how to collaborate and improve processes while working from home.

I’ll explore 3 steps:

1) Need Wifi (and other simple techie stuff)

2) Need smiles (sharing research on the importance of smiling in a masked world)

3) Need a CURE (Acronym of: Current State, Understand, Root Cause, End Game)

More details:

This virtual talk focuses on how to collaborate and improve processes while you are working from home.

Things have changed in the last 12 months. What we used to do in person working on whiteboards with markers and sticky notes is much more difficult. But that does not mean that we have to stop our usual improvement work.

We will start the talk with some details about what’s happened. Covid has changed the way that we do everything. Masks are worn to help us prevent the spread of the virus. It’s changed family outings, it’s changed our family activities, and it’s also changed the way we collaborate and conduct process improvement.

I will share how we usually map current state processes. I will share how we usually understand our data. I will share how we usually solve process problems. I will also share how we usually do future state process mapping. The thing that these approaches all have in common are:

1. Stickie notes

2. Collaboration

3. Smiling

We don’t have to stop. We only have to adjust. There are 3 steps to do this while working from home. We replace stickie notes with software and hardware. We can still collaborate, and we can still smile. These 3 steps including the CURE acronym recreate smiles and collaboration.

We will explore 3 steps:

1. Need Wi-Fi (and other simple techie stuff)

In this section Wi-Fi is used generally to cover all the software and hardware needs to do process improvement well from home. Sharing my experience of doing process improvement virtually over the last 6 months, I will share with you what you need to get rid of stickie notes. We will go through all the necessary hardware and software to successfully improve processes from a distance. You basically need WIFI (generally a good internet connection), Collaboration software (like Zoom, Teams, GoTo Meeting etc.), and process improvement software (like Visio, Lucid Charts, Excel etc.)

You also need some hardware. Obviously a computer, but you also need a good microphone and a good camera. I will share some examples of when this goes well and some video examples of when this doesn’t go well from real virtual meetings that I have been involved with over the last 6 months.

2. Need smiles (sharing research on the importance of smiling in a masked world)

In this section we explore academic research about the value of smiles at work. Many people are working from home and not seeing our colleagues in person. We have a reduction in smiles as a result. Those that are working in an office are working with a mask on. Masks are very necessary to avoid the spread of this virus, but it does cover our faces and smiles. The good news is that when we collaborate using technology, we can get the benefit of our smiles.

Why do we need smiles? Sharing 4 academic study results on smiling we will discover that.

      • Smiling really makes you happier (University of Tennessee 2019)
      • Smiling is contagious (Scott 2017)
      • Smiles increase dopamine endorphins and serotonin (Gutman, 2011)
      • Smiles make work more productive. (Pryce-Jones, 2010)

Reflecting on these 4 studies, I will introduce 4 things that you can do to increase your smiles for the week.

      • Force a smile if you must
      • Be humorous
      • Engage with others
      • Laugh at yourself

3. Need a CURE (C-urrent State, U-nderstand the numbers, R-oot Cause, E-nd Game)

In this section we will explore the acronym of CURE. I’ve simplified something that is often more complex. When we are in person doing process improvement work, we typically have more time and more resources to get the job done. Since we are limited with the WIFI requirements outlined in the first section, we need simplicity. This CURE is simplified into 4 steps. I’ve had the experience of doing lots of this in the last 6 months. I will share video clips recoding in recent months with real people showing each of the CURE elements, showing the audience what each one looks like from a distance. All of these elements of CURE from a distance help recreate smiles and collaboration as the participants will see in the videos.

Current State

      • I will share the basics of Current state process mapping. The basics of Input to Output Conversion. Outlining the levels of process mapping. Level 1 processes are “What” maps. Level 2 maps are “Who does what” maps. Level 3 maps are the “How” maps outlining the details.
      • A video will be shared about what this looks like using collaboration software.

Understand the numbers

      • Understanding the numbers is all about turning spreadsheets of data into stories. I will share the basics of measuring processes. Summarizing the big buckets of measurement for process including time, cost, satisfaction, and volume.
      • Transforming these measures into charts and graphs that will help tell the stories of improvement.
      • A video will be shared about what this looks like using collaboration software.

Root Cause Analysis

      • Once you understand the stories that are emerging from your measures. You realize that some of those stories are about gaps and problems. Root Cause analysis is the solution to solving those gaps and problems. Although we usually use these tools in person with a white board and markers, this too can be done virtually.
      • Using collaboration software we can have group discussions and virtual Fishbone and 5 Why facilitation.
      • A video will be shared about what this looks like with a real group in the last few months.

End Game

      • Once you’ve solved your problems you have to get to a future state process. This future state process needs to be less wasteful. This starts with understanding your current state. It also includes the notion of a reduction in “non-value added” steps. This tool requires the most collaboration. It requires consultation with all of the stakeholders.
      • A video will be shared about what this looks like with a real group in the last few months.

This CURE will help you improve processes from a safe distance. It will not only improve the process, it will also continue with things that are reduced or missing in these “work from home” days. We will increase group collaboration and smiles.




JUST A FEW OF THE ISO 9000 & Audits WORLD CONFERENCE PARTICIPANTS

Government Organizations




Corporations

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(*) based on previous conference attendance






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