Continuous Improvement – Remember the Basics!
Over the past few decades, I’ve watched many continuous improvement methodologies come and go. Each was built up as the ultimate methodology to deliver lasting excellence, and each faded as the next one took over. Rather than being totally new though, each new school of thought latched onto aspects of the previous programs and built upon them - just like should happen in continuous improvement! Many new CI Managers starting today might never hear the names Demming or Crosby, yet their philosophies, and the tenets of many other gurus, underline each new generation of CI tools.
Continuous Improvement Fundamentals
While I support formal training in continuous improvement techniques and methods, much can be accomplished by focusing the team on the basics. I generally revert to basic CI principles and select individual tools based on specific circumstances. Some of the continuous improvement basics I adhere to are;
Use data. Rarely are correlations perfect between variables in the real world – there are too many moving parts. However, often data is available that will point in the direction of answers. The more difficult a problem to solve and the riskier a course of action is, the more you need data to help with decision-making! Use all the data available – do not cherry-pick to get to the answer you prefer! Test minor changes by collecting data in a controlled manner. Most importantly - Let the data speak!
Engage those involved in the work. Ask for their input and act upon it wherever possible. Often managers ignore the input of team members who have their hands on the process all day long – like production operators, call center workers, maintenance personnel, and truck drivers. These people are experts in that job and often instinctively know what is preventing better results. Engage them in the continuous improvement process and LISTEN TO THEM! Simply by involving these team members, I’ve found that results invariably go in the right direction! No fancy methods or special training are needed to make this happen - just a little emotional intelligence and empathy!
Train team members on simple and effective CI tools such as brainstorming, root cause analysis, and process mapping. Simple tools, solid engagement, and great communication can drive improvement in almost all situations! Most problems do not require advanced computer modeling or robust statistical analysis. Keep it simple!
Have an orientation towards action. Seek Quick wins to gain momentum and engagement. Sort ideas by the ease of implementation and degree of impact. Easy ideas that are low risk - just do it rather than wasting effort on in-depth analysis. Hard-to-implement or risky ideas, evaluate more thoroughly and then plan carefully only if the payback is impactful and relatively insensitive to other variables.
Celebrate the accomplishments and recognize those involved to help boost engagement and momentum and to spread the positivity!
Leverage the learnings to other similar teams or situations across the organization. Nothing pissed me off more than solving a problem in one department just to have the exact same root cause result in setbacks in an adjacent department. Look for opportunities to multiply the benefits!
By focusing on proven fundamentals, any continuous improvement program can progress to build momentum and deliver results!
