CITY OF MINNEAPOLIS Continuous Improvement Update City Coordinator’s Office February 6, 2020
• Introduction • History of CI Continuous • Continuous Improvement Defined Improvement • Observations • Current Work • Questions 2
• Manager of Continuous Improvement • Lead and support the City’s continuous improvement efforts, using an internal consultant model to provide: • Capacity building & technical assistance Introduction • My approach: • Meet people where they are at • Build trust with the people I am working with through ‘appreciative inquiry' • Set and meet expectations • Keep a sense of humor and a positive outlook 3
• Initiative was created in 2007 • Originally called Business Process Improvement or BPI • Quickly broadened the focus to include History of looking at department strategies and performance, programs and initiatives, CI employee and community engagement, polices and procedures, coaching and mentoring • Updated the name of the initiative to Continuous Improvement in 2010 4
Approach Useful Tools • Ken Miller - Change Process mapping • & Innovation Agency Voice of the customer • How to meet (& improve) customer We Don’t Make expectations • Widgets Customer segmentation • & How to identify bottlenecks, batches and History of CI Extreme Government backlogs • Makeover Elapsed time versus actual time • The problem isn’t the problem, so the solution isn’t the solution Approaches & • Government does make widgets, we do have customers, and we are here to make a profit Tools • Lean Concepts & Seven wastes • Kaizen Events Utilize the employees working with the process to identify opportunities for improvement • Include customers and other impacted stakeholders in the project • Visual management • Mistake proofing 5
Approach Useful Tools • Understanding functional and structural fixedness Systematic Inventive Thinking (SIT) (cognitive biases) • Thinking tools: Subtraction, division, task unification • Look for underutilized resources in your environment Constraints Foster Creativity before introducing new resources History of CI • Near Far Sweet • Limit rather than dilute • The problem is the solution Approaches & Prosci Change ADKAR: • Awareness Management • Desire Tools • Knowledge People need to • Ability understand how and • Reinforcement when a change is going to impact them 6
History of CI - Past Projects • • • 311 QA Process Criminal History and Records Procurement • • • 911 Employee Engagement Survey Criminal Justice System Decision Procurement Module Implementation Point Analysis • • Abandoned Vehicles Promise Zone • Cut Cards • • Administrative Citations for Exterior PTP Project • Violations Delta Force • Public Works • • Animal Care & Control Environmental Health • Ranked Choice Voting • • Appointments to Boards and Fire Department • School Based Clinics Commissions • Fleet Services Dispatch • • Arts, Culture and the Creative Economy Sidewalk Business (Replacement & • FMLA Shoveling) • BIS Solutioning Process • • Health Special Assessments • Business Licensing • • Hiring Strategic Directions Conversations • Business Made Simple • • IMAC Supplier Diversity • City Clerk • • Juvenile Justice Reform Sustainability • Civil Litigation Project • • Land Management Time & Labor • CJCC Mental Health Process • • Legislative Process Traffic Requests • Complaint Investigation • • Missing Juvenile Process Transgender Workgroup • CPED All Staff Event 103112 • • MPD Urban Scholars • CRA Process • • Nighttime Mobility Management YCB 7 • Crime Victim Liaison Project Plan Project
Continuous Improvement Defined Continuous improvement is the ongoing improvement of products, services, processes, programs through incremental and breakthrough improvements Scientific Method (F. Bacon, 1690), Quality Improvement, Quality Assurance, Quality Management, ISO 9000, ISO 9001, ISO 9002, Total Quality Management (TQM), Theory of Constraints, TRIZ, Continual Improvement, Six Sigma, Lean, Lean Six Sigma, Toyota Production System, DMAIC - Define, Measure, Analyze, Improve, Control, Plan Do Check Act (PDCA), Plan Do Study Act (PDSA), SDCA, OODA, ODCA, LAMDA, FACTUAL, Kata, Just-in-time, 8D, Business Planning, Strategic Planning, Performance Management, Results Management, Process Improvement, Business Process Improvement (BPI), Business Re-engineering, Continuous Improvement (CI), Kaizen, Process Excellence, Design of Experiments, Innovation, Disruptive Innovation, The Innovator’s Method, Agile, Waterfall Model, UX, UI, Lean Startup, Scrum, Shewhart Cycle, 1939 Design Thinking, Human Centered Design, Service Design, Systems Thinking, Biomimicry, 5G, Moonshot Thinking, Innovation Heuristics… 8
Continuous Improvement Defined Help people do things better so they can do better things 9
Current Work • Providing project support to NCR for the 2020 Census • Civil Rights Equity Division’s “Census Experience” at the Community Connections Conference with support from the Minneapolis Promise Zone • Improving participation in North Minneapolis for the 2020 Census. A collaboration between the Minneapolis Promise Zone, the Civil Rights Equity Division, community groups & other City staff • City Clerk & Upcoming Redistricting in 2021 10
• We have the collective wisdom to solve our problems & improve our outcomes…but we don’t usually have the time to do it • Just because it’s broken doesn’t mean people want to fix it – a broken process is working for someone • Many solutions can be implemented using existing resources • “Best practices” may not be the best solution for your situation • Technology is a tool , not a solution Observations • Figure out the what (outcomes) before you get stuck in the how • Define the words you are using - spend the time defining key terms for shared understanding • Our biggest asset is our employees which we tend to overlook • It’s easier to identify opportunities for improvement if you break down your work into components • Take into consideration the entire system of work when problem solving…Don’t create or pass along a problem for someone else for fix 11
Questions? 12
Recommend
More recommend
