Continuous Improvement Update City Coordinators Office February 6, - - PowerPoint PPT Presentation

CITY OF MINNEAPOLIS

Continuous Improvement Update

City Coordinator’s Office

February 6, 2020

Continuous Improvement

• Introduction
• History of CI
• Continuous Improvement Defined
• Observations
• Current Work
• Questions

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Introduction

• Manager of Continuous Improvement
• Lead and support the City’s continuous

improvement efforts, using an internal consultant model to provide:

• Capacity building & technical assistance
• 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
• utlook

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History of CI

• Initiative was created in 2007
• Originally called Business Process

Improvement or BPI

• Quickly broadened the focus to include

looking at department strategies and performance, programs and initiatives, employee and community engagement, polices and procedures, coaching and mentoring

• Updated the name of the initiative to

Continuous Improvement in 2010

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History of CI

Approaches & Tools

Approach Useful Tools Ken Miller - Change & Innovation Agency We Don’t Make Widgets & Extreme Government Makeover

• Process mapping
• Voice of the customer
• How to meet (& improve) customer

expectations

• Customer segmentation
• How to identify bottlenecks, batches and

backlogs

• Elapsed time versus actual time
• The problem isn’t the problem, so the

solution isn’t the solution

• Government does make widgets, we do have

customers, and we are here to make a profit Lean Concepts & Kaizen Events

• Seven wastes
• 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

6 Approach Useful Tools Systematic Inventive Thinking (SIT) Constraints Foster Creativity

• Understanding functional and structural fixedness

(cognitive biases)

• Thinking tools: Subtraction, division, task unification
• Look for underutilized resources in your environment

before introducing new resources

• Near Far Sweet
• Limit rather than dilute
• The problem is the solution

Prosci Change Management People need to understand how and when a change is going to impact them ADKAR:

• Awareness
• Desire
• Knowledge
• Ability
• Reinforcement

History of CI

Approaches & Tools

History of CI - Past Projects

• 311 QA Process
• 911 Employee Engagement Survey
• Abandoned Vehicles
• Administrative Citations for Exterior

Violations

• Animal Care & Control
• Appointments to Boards and

Commissions

• Arts, Culture and the Creative Economy
• BIS Solutioning Process
• Business Licensing
• Business Made Simple
• City Clerk
• Civil Litigation Project
• CJCC Mental Health Process
• Complaint Investigation
• CPED All Staff Event 103112
• CRA Process
• Crime Victim Liaison Project

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• Criminal History and Records
• Criminal Justice System Decision

Point Analysis

• Cut Cards
• Delta Force
• Environmental Health
• Fire Department
• Fleet Services Dispatch
• FMLA
• Health
• Hiring
• IMAC
• Juvenile Justice Reform
• Land Management
• Legislative Process
• Missing Juvenile Process
• MPD
• Nighttime Mobility Management

Plan Project

• Procurement
• Procurement Module Implementation
• Promise Zone
• PTP Project
• Public Works
• Ranked Choice Voting
• School Based Clinics
• Sidewalk Business (Replacement &

Shoveling)

• Special Assessments
• Strategic Directions Conversations
• Supplier Diversity
• Sustainability
• Time & Labor
• Traffic Requests
• Transgender Workgroup
• Urban Scholars
• YCB

Continuous Improvement Defined

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Shewhart Cycle, 1939 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, Design Thinking, Human Centered Design, Service Design, Systems Thinking, Biomimicry, 5G, Moonshot Thinking, Innovation Heuristics…

Continuous improvement is the ongoing improvement of products, services, processes, programs through incremental and breakthrough improvements

Continuous Improvement Defined

Help people do things better so they can do better things

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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

Observations

• 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
• 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
• verlook
• 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

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Questions?