Continuous process improvement: Penny Weller at TEDxKalamazoo

Summary

The speaker shares personal experiences with loss and the transformative power of continuous improvement. They advocate for small, actionable changes in processes, using examples from healthcare and personal life to illustrate the impact of such improvements. The talk emphasizes the importance of making processes easier, leveraging customer feedback, and taking initiative to drive change, encapsulated by the acronym TED: Think, Easy, Do.

Takeaways

• 😢 The speaker experienced the death of their parents and engaged with various healthcare organizations, which led to a focus on process improvement.
• 🔍 The speaker emphasizes the importance of continuous improvement, especially in the face of large-scale changes that often fail, suggesting that small, incremental changes are more effective.
• 📝 The concept of 'Kaizen' is introduced as a Japanese term for focusing on processes to identify what works well and where improvements can be made.
• 🏥 The speaker recounts a personal story of improving hospital communication by documenting and analyzing the response times to patient calls.
• 💡 The idea of reframing challenges as processes to be improved is suggested as a strategy for personal and organizational development.
• 💧 A practical tip is given for incorporating more water into one's daily routine by making it easy, such as having a personalized mug readily available.
• 🔑 The speaker shares an experience from their time at Pfizer, where a process mapping exercise led to the removal of an unnecessary step in the financial close process.
• 🚪 The importance of making it easy for people to do the right thing is highlighted, using the example of door handles and signs to guide actions.
• 👣 The concept of 'voice of the customer' is discussed, encouraging organizations to put themselves in the customer's shoes to understand their needs and improve service.
• 🎁 Complaints are reframed as 'gifts' that provide valuable feedback for improving processes, rather than being seen as negative.
• 🚀 The speaker encourages taking action and making small changes, sharing personal anecdotes about making a difference in their community and at work.

Q & A

What significant personal event did the speaker experience that influenced their focus on process improvement?

The speaker experienced the death of their parents, which led them to spend considerable time with various medical professionals and organizations, ultimately influencing their focus on process improvement.

What percentage of organizations are planning significant transformations according to the speaker's research?

According to the speaker's research, 68% of organizations have significant transformations planned in their two to three-year plans.

Why does the speaker suggest focusing on small changes rather than big changes for process improvement?

The speaker suggests focusing on small changes because big changes often fail, and small, continuous improvements can lead to more sustainable and effective changes over time.

What is the term 'Kaizen' and how does it relate to process improvement?

Kaizen is a Japanese term that focuses on the process, identifying what is working well and where improvements can be made, which is central to the concept of continuous improvement.

How did the speaker's family address the issue of waiting times in hospitals?

The speaker's family started a list of waiting times and categorized them into specific time frames, which they later used to identify areas for process improvement.

What exercise did the speaker and their team perform at Pfizer to streamline the financial close process?

They performed the '69 Cent Post-It note' exercise, which involved mapping out the steps in the financial close process and evaluating their importance and necessity.

What is the significance of the 'company salute' mentioned by the speaker?

The 'company salute' refers to a task or process that is done because everyone assumes it's necessary for someone else, even though it may not add value to the customers or the business.

Why is it important to make it easy for people to do the right thing in the context of continuous improvement?

Making it easy for people to do the right thing ensures that improvements are adopted more readily and that the process becomes more efficient and effective.

How did the speaker's experience with a confusing street sign lead to an improvement?

The speaker noticed the confusion caused by the sign and contacted the road commission, suggesting a change that made the sign clearer and more helpful to drivers.

What advice did the speaker's mother give them when they faced resistance in implementing a new project at work?

The speaker's mother advised that if no one is in charge, then the speaker is in a position to make the change themselves, emphasizing personal empowerment and initiative.

What acronym does the speaker provide as a summary for approaching life with continuous improvement?

The speaker provides the acronym 'TED' which stands for Think, Easy, Do, as a summary for approaching life with continuous improvement.