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Continuous process improvement: Penny Weller at TEDxKalamazoo

Jun 08, 2021
Thank you, it is an honor for me to be here in recent years. I have experienced the death of my parents, something you are never prepared for, but it is something that happens during this time. I spent a considerable amount of time with a close community with medical professionals with hospitals, hospice organizations and a variety of people who influence my parents' lives and mine, this is probably where I should show a photo of my parents, but if I did they wouldn't listen to another word. I'm here to talk about the

continuous

improvement

process

and what you can do and, most importantly, what you can do to make a difference.
continuous process improvement penny weller at tedxkalamazoo
Everyone I know, including companies and individuals, is trying to transform something in our hacking research. Our data shows that 68% of organizations have it in their plans. in your two or three plans Significant, if not moderate, transformations remind me of New Year's resolutions this is the right year, I'm alone this is the year I'll finally get it right let me tell you about the big change, the big change and data supports us for decades, big changes fail now, how do you justify, quantify and investigate, what does that really mean, is it the deadlines, is it the rewards you wanted, my argument to you is that it is important to look at the small changes, well, my parents spent a lot of time in hospitals it was easy for us sisters to get together and complain about something I hate doing it's just not productive we started a list of what the time zones were what the time was if you pressed the button and heard the phrase we'll be there immediately immediately we coded as 14 to 28 minutes we'll be there in a minute minutes we learned was 19 to 32 minutes I'll send someone right away it was really ambiguous what we decided to do because of my experience in the

process

Improve that My brothers always tell me oh no again.
continuous process improvement penny weller at tedxkalamazoo

More Interesting Facts About,

continuous process improvement penny weller at tedxkalamazoo...

Process

improvement

is really looking at the process and what we could do to make it better for patients, to make it better for our family, and most importantly, I think in our hearts we all want to be. of service to others, how could we improve this experience for others? We developed a list and ideas we tried to take the emotion out of it but we captured what we thought would be a good

continuous

improvement process Improvement can generate dramatic changes in your life and in your life organizations what I want to do is just give you three quick concepts, so If this is something that makes sense to you, I would like you to do a couple of things first of all if there is a challenge in your life that you are working on.
continuous process improvement penny weller at tedxkalamazoo
Instead of thinking about it as a problem, think about it as a process that could be improved. If, for example, you're trying to improve your health, as I think everyone does, maybe you'd like to incorporate more water into your daily activities, would you? what would? an easy strategy would be to have glasses available have bottled water there are even some here I like to have a mug that has pictures of my children so I can realize that this is why I am focused on adding more water in my daily life, which most Sin However, what organizations and people are trying to do is streamline a process to improve it and the best way to do this is if you focus and think about the process involved in continuous improvement.
continuous process improvement penny weller at tedxkalamazoo
There's a term called Kaizen, which is a Japanese term for really focusing. The process, what is working well and where it could be improved When I was working at Fizer we were trying to find a way to remove a day from the financial close. What that means in the world of accounting is that when you close the books, you turn off the general ledger. and then you do what you have to do to adjust the records and make the reports available two or three days is the best practice, we were not in two or three days, so what we did was we gathered a group of people, some People call them Smees is an expert on the subject and we did what I call the 69 Cent Post-It note exercise for over 90% of the process.
Improvement is done through process mapping and all that means is identifying the steps in a process and looking at the value they add. It's important if they're the ones saying things have changed, so we had our subject matter experts in a room, we put our sticky notes on the wall and said, let's go back and check with people and see if this is still important. . We came back. a week later, it's hard to believe, one of the most important steps that we were taking, we thought we were doing for our customers, the companies, when we asked the companies what was the value they were getting from it, they all said the same thing, We thought they were doing it. because you had to call the company hello no one knows everyone thinks it's made for the other person we literally took a day out of the financial close now if you were an accountant or finance executive you would be very happy when I said that's a big deal okay, focus on the situation, another thing I would like to suggest is that you make it easy as you are looking to continually improve.
Make it easy for people to do the right thing. Have you ever approached a door with a big grip on the handle and seen a sign that says push, fortunately I already checked the doors here, we are fine, but I have seen that I have pulled on the handles you have to push, make it easier to do the right thing if you want people to push. remove the handle, it works and believe it or not, you can do the same in other activities. I once had a boss who couldn't type, so I somehow quickly thought that if I want a response, I want two or three short, simple tabs. right click click yes or no so I placed my emails like so it would be da da da da da yes or no all I had to do was two or three clicks make it easy the way I like to see it make it easy is what that what is natural is natural in the process flow, some people call it the voice of the customer, if you accept information or if people come to you for something, the best thing you can do is put yourself in their shoes.
What we did at Fizer was send my The staff was in the position of the person asking for what we provided. He also did a couple of things. It helped them realize that we cared about them and helped my staff understand what was important to our customers. Magical things happened when we realized it. How for our clients some of these things were so strange. There are now organizations that have huge customer satisfaction surveys. I am a wonderful person who always answers those things. Tell people what's wrong. Help them improve. You're doing them a favor. I escalated the complaints to my staff.
I made little signs like bumper stickers and said that complaints are gifts, although you may not like how they are wrapped because otherwise you will just hear these things as complaints and, in reality, your customers or whoever you say it. how can you improve your process don't take it personally you could improve it and then the last thing that has always worked well for me is just taking action you know they say if you have to do something you have to eat two. frogs eat the ugliest one first you just have to do things with a situation in the medical community we tried to take the emotion out of it but we took a step forward we made our list of ideas we knocked on doors some of the groups we worked with actually had experts or continuous improvement departments that were willing to listen to us.
Have you ever been to your doctor's office and had to fill out three separate forms that contain 80% of the same information on each form, of course, if your doctor is some kind of The person you have a relationship with when you go The doctor just talks to you anyway they don't look at the form. Would you be out of your comfort zone if you suggested that maybe while you wait you could identify the duplications so that the next time you update that form maybe they could make a correction that would make you feel bad. Would you suggest that you could make them a fillable PDF form?
They could send you an email before you come and then they could read your writing and you would do it and maybe you would do it. I don't have to wait that long. I love making that fillable PDF form. I mean, it's not that hard, make it easy. Do something. I moved to a condo area and one of my nieces was coming to see me, so I gave her instructions. This is before. she had GPS GP on her phone so I live a mile east of Sprinkle Road on H Avenue, I didn't know the change had happened but this magical corner of H Aven and Sprinkle Road where I actually got the only ticket my life.
Because I was in a bad car accident, it had a wonderful new sign that said e space H Avenue, they had put the address on e Now, if you're from Kalamazoo, you know we have a lot of double-digit cities or highways, right? CD, yeah, I guess. Which goes to VW, well from Grand Rapids, my niece didn't know, so she clearly went down G Avenue, which she didn't have, she whizzed by over and over and finally made it to my house anyway. Tracing back now, I learned from that because the next person I would tell how to get to my house would certainly explain the flaws in that sign and I'm sure my niece wouldn't get it wrong next time, however, you already know.
We all have this need to serve well, it is one of our fundamental things to provide service to the next person. I thought you know what I bet I could make it better, so I called the road commission and said I noticed you have a lovely new sign. The sign is lit up at night, however, it's space E, every other L sign on That entire street and the previous streets do not have addresses. Would it be possible to change that sign and just say H Avenue? Well, that would be very expensive. I was so committed that I said I would be willing to pay well.
He didn't have an answer for that because no one would. You know, this continuous improvement gets into it. Let me see what I can do. I called again in a couple of months because nothing had happened and he said, "Oh yeah, you're the lady on the sign." I said yeah, "it's okay," and I said, well, you know, I still see it, it hasn't changed or anything, and I gave him a pair. of suggestions made it easy for him to do what he wanted, let me see what I can do about a week later I passed by and there I saw E Period H Avenue, he had painted a DOT.
He was so excited that I called my friend, she was. At home I left a message Judy Judy I got my period on H Avenue you can't make this stuff up her husband said honey I think this is for you and my last quick story if I may because continuous improvement works is in the job. We had done this nice project, this wonderful proposal, we had packaged it, we knew we had something good and because I'm kind of the leader of the group, I was going to go to the number one important person and get permission.
The number one important person said. You know, that's a good idea, I like that idea, but I'm not going to give you the big hammer because I have more important things to do, so I went to important person number two, you know, pick one person, the important person number two. I was busy or whatever when I got to important person number three my balloon was starting to fade and I did what any intellectual woman my age would do. I called my mom and my mom said, "You know Penny, if there's no one in charge, I guess." You are if no one is in charge I guess you are You mean I could make that change?
I did it. You have more power than you know. Small changes are powerful. We are all on a journey in our personal and professional lives. I suggest that Continuous Improvement is a practical and fun way to approach life based on research and in case you didn't understand it, the acronym I gave you was Ted, think easy, thank you.

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