Transcript 11BOB043 t324d BT Operate - Lean 2014 and Change Agents

Lean Service
Change Agent Recruitment
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What is Lean Service?
• Lean Service is a different way of working with the customer at the heart
of everything we do. It means efficient processes where work flows
smoothly with no waiting, no queues, no waste or duplication. People
are involved in both managing and improving the processes they work
on and the organisation supports this.
• This is not a short term programme but a long term goal which requires
that everyone, everyday, thinks and acts differently. We find better ways
to do things using proven methods and simple tools whilst making
Operate a better place to work.
Here’s a quick reminder of what Lean is all about…
http://snip.nat.bt.com/83j
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Lean Service Vision
Making processes more efficient
Managing our performance
Our processes will be visible and accurate with
no waste or defects. Everything should flow
through the process so there’s no queuing or
waiting. We meet our customers expectations
because our processes are predictable and in
control.
We will be measuring ourselves against meeting our customer
commitments and the business costs involved. We make sure
our performance against expectation is visible to everyone and
as a team, we decide on how we can improve the way we
work.
Our customers will be at the heart of everything we
do. All processes will start and finish with the
customer. And everyone will understand how their
contribution helps us meet our customer
expectations and make a profit.
Listening to
our customers
Having the right mindset
Everyone improves how things work
better by using problem-solving
methods and tools. Every manager
will spend time with their team to
understand how things work and
coach them in how to make things
better.
SOURCE: McKinsey
Organising our people and
developing their skills
We‘ll organise and develop our people so they
perform at their best.
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Lean Service Behaviours
Listening to our Customers (Customer Connected)
 You understand what customers really want (not just your part in delivering the process).
 You know and understand how what you do fits in the process, from start to finish.
 You suggest ideas to make things better for the customer.
 You speak clearly and simply in a way that customers understand, knowing the part you play in giving a great service to our customers
Making Processes more Efficient (Straightforward)
 You understand the different types of waste there are in the process, how they affect business, and how we can work differently to reduce them.
 You use the Lean Service tools to work out where the waste is and what's causing it and work to fix local problems
 You work with everyone else to help make sure the process that they're working on is better.
 You make sure other people know when to ask for any help - and where to find it.
 You communicate clearly so things are simple to understand.
Managing our Performance (Drive for Results and Trustworthy)
 You understand your role and what you have to do to hit your targets right from the start of the process through to the end.
 You're always looking for ways to improve what you do by keeping up with your learning and development.
 You follow the standard process but where it doesn't make sense to do that, you help to fix it as quickly as possible.
 You share good ideas
 You deliver on what you have promised to do and are trusted to do the right thing for the business and our customers
Having the Right Mindset (Heart)
 You give things a go
 You ask questions to find out about lean service and use the supporting materials
 You coach your team mate to help them improve what they do and you share what you know about the best way of doing things e.g. taking time
to explain concepts and tools to your work mates who might need some support.
 You ask for feedback so you can perform better yourself and respond to all feedback by taking the right action to improve the way you work.
 You work with everyone in the process as one big team
 You give feedback to both work mates and managers
Organising our People and Developing their skills (Helpful and Bottom Line)
 You take ownership for learning new things, developing your lean skills and using them at work
 You share what you know about what works best.
Your role as a successful Change Agent…
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To lead, educate and support the implementation of each Lean Intervention:
– Lead: Defining the milestone dates (in conjunction with the Targets), putting in place the
controlling governance, encouraging and tracking progress and benefits of the Intervention
and individual improvement projects. Working with the sponsor network to ensure obstacles
are removed. Providing regular management updates. If necessary acting as the project
manager
– Educate: Teach and coach the Targets the relevant tools and techniques. Often initially leading
by example and then ensuring the teams are able to perform the tasks for themselves.
Validating that they are correctly applying the relevant tools and techniques. Working with
Targets and Sponsors to sustain the changes and ensure continuous improvement.
– Support: Provide structure, challenge and assistance to help the Targets overcome the day to
day problems encountered with implementing Operate 2014, until they are no longer reliant
on the Change Agent. Surfacing and managing resistance effectively throughout the
implementation. If necessary showing them the art of the possible
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Lean change agents –
the foundations of a good Change Agent
Lean Change Agent
Confident and willing to learn
Passionate
Sensitive
to human aspects
Strong
problem solver
Trained and
some
experience
Knowledge-able
SOURCE: Team analysis
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Willing to make a contribution to improve the situation
Ambitious regarding his/her own career path
Displays confidence and courage; can defend own perspective and support it with data
Confident to challenge behaviour in sponsors and targets to impact the programme
Successful personal and organisational history
Comfortable with giving and receiving feedback
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Aware of the human challenges in every improvement project
Behaves professionally
Inspires (senior) line employees to create their own action plans and achieve results independently
Is comfortable with working within a team environment
Belief in the project
Ability to translate the Sponsors frame of reference (FOR) when talking to the targets
Able to implement improvement ideas
Tailors communication to the audience and builds consensus through fact based discussions and common goals
Completer/finisher
Enthusiastic about applying Lean techniques in different environments
Success and credibility with key sponsors
Trust with key targets
Rigorous and clear in descriptions
Can independently structure, analyse and synthesise findings with minimum coaching
Pragmatic and action-oriented
Awareness of culture and subculture differences
Comfortable with some level of ambiguity
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Trained in Lean and/or Work-Out Plus with some experience in implementing process improvement projects
– not essential
Recognized as a leader and or coach in their area
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Knowledgeable about products and processes
Ability to recognise resistance and develop plans to manage this
Knowledge of the business unit and strategy
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What’s In It For You as Change Agents?
Lead the
change
Learn
new
skills
Work
with new
people
Raise
your
profile
Improve
what we do
for our
customers
Help
build
your
team
Work in
a
different
way
Fix
problems
/ get to
the root
cause
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Commitments we’re looking for…
• Travel
There will be an expectation to be away from home for periods of time and it
will involve a significant amount of travel.
https://office.bt.com/sites/leanfoundation/SitePages/FAQs.aspx
• Full-time availability from January to March, including
– 3 day kick off meeting – 16-18 Jan (Location TBC)
– 4 day redesign meeting – 6-10 Feb (Location TBC)
• Any problems, please email [email protected] and someone will call you
back to discuss…
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Change Agents Pre-Pilot Training Plan
• Change Agent Induction All Hands Call (for all change agents)
– 14th/15th Dec Operational Change Agent Induction Event to Lean service, pilot
approach, roles and responsibilities
– w/c 19 December 2011 All Hands Call
• Change Agent Facilitation Training (optional, for all change agents)
– Training to build your skills and capability in facilitation
– Variety of dates available in December
• Change Agent Boot Camp (for all change agents)
– Lean tools training in advance of pilot commencement
– 9 – 12 January 2012
– Yarnfield Park
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What happens next if you are chosen to be a
change agent?
• We’ll send you an invitation to the Induction and Change Agent bootcamp and
info about the pre-work required
• Complete your change agent skills assessment
• Please check the Q&As and send in any further
our email inbox: [email protected]
questions to
• The answers will be logged on the sharepoint site for
Lean Service
• Attend bootcamp and pilot launch activities – ready to start working with your
team
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Questions and Answers
[email protected]
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