Start with Why: How DSHS has transformed to a Lean organization

Washington Department of Social and Health Services

https://www.youtube.com/watch?v=bct_H8X7HoE&list=PUsuYgYm8vWyUNUfI3CMzuSQ

I will put together notes from this and have 2 more coming up.

quick draft of notes

3:20

6:00 need to know why

11:00 empathy for Governor; making the case

16:00 barriers at the senior level

17:50

26:00 your why must get in tune with what they believe

29:00

34:00 why biological imperative to lean

DSHS results

37:00 work environment

40:00 make supervisors ready; don’t know how to manage

41:00 strategic plans real, change

46:00 no action; alienation; visual communication

48:00 QU

• getting to front line

48:30 until we’re ready – energy

49:00 Heirarchy

51:00 last 5% wasting 15%

52:00 QU

• 1st thing when you get back to office check in with them; they think you’re at a party; piña coladas Las Vegas

• Share something you learned, that it’s about them, and they get to have a more active voice

• Share strategic plan

54:00 but you have a stakeh

Squarespace is trying to figure out why embedding is not working but the link above should be ok for the interim

The Department of Social and Health Services is the State's largest agency with 2.2 million diverse clients including seniors, children, juvenile offenders, ...

Initiating Service Excellence practices in the Canadian Federal Goverment

After some initial emails starting June 2017, received an invitation to speak with Kent Hehr MP Calgary Center to suggest introducing service excellence practices to the Canadian Federal Government. 

Used examples Washington has achieved, published in their 2014 & 2018 Results Washington reports you can see here:

2014 December Lean/Performance Management: Quantifying Results and Exploring the Viability of Self-Funding (PDF) 

January 2018: Results Washington Annual Report (PDF)