Support Services Department- Leadership Teams

1. Support ServicesDepartment- Leadership Teams Involving Everyone in the Plan on a Page!

2. Two Objectives 1.) Make the department work better and 2.) Make the department a better place to work

4. Logistics and Housekeeping • Dates/Times/Locations • Parking • Email/Web Page • Materials

5. Why are you here today (as a Department Leadership Team) Together, what do you hope to accomplish?

6. Outcomes/Purpose • Develop collaborative leadership skills • Utilize the department “plan on a page” to drive improvements • Create SMART goals for the department • Track progress toward department SMART goals through quality tools and data displays • Develop an implementation plan to accomplish department goals • Use continuous improvement processes and tools (PDSA/LEAN)

7. Today’s Agenda • Reviewing where we left off last year (rolling-out the plan on a page) • The role of the DLT • Leadership Vs. Management • Collaboration and employee input • SMART Goals

8. Why the “Plan on a Page”? Tell me one more time…

10. Random Acts of Improvement Aim of the Department Goals and Measures Aligned Acts of Improvement Aim of the Department Goals and Measures

11. (Your Department’s Mission Statement Here) (Your Department’s Goals Here)

13. The Plan on a Page • What has been the impact of your department’s plan on a page? • Do all employee groups within the department know the mission and goals of your department? How do you know?

14. Leadership Vs. Management How does this apply to me? I’m not the boss!

15. Leadership Leaders are people who do the right things Leadership is about coping with change Leaders are concerned what things mean to people Leaders are architects Leadership focuses on the creation of a common vision Management Managers are people who do things right Management is about coping with complexity Managers are concerned about how things get done Managers are builders Management is the design of work… it’s about controlling

16. Whose responsibility is it to improve the department? What do you do when the escalator stops?

17. What Do Successful Leaders Do?

18. Leadership is communicating to people their worth and potential so clearly that they come to see it in themselves. -Steven Covey

19. Definition of Leadership • What are the characteristics of an effective leader? • Brainstorm independently (use stickies) • Affinity Diagram- put together like ideas • Nominal Group Technique- rank order the top 5 characteristics • Create a poster to include your table’s top 5 characteristics • Be prepared to report out

20. Good to GreatJim Collins Five Level Hierarchy of Leadership

21. Video: Max & Max!

22. Debriefing Max & Max… • Is Mr. Harold a Leader or a Manager? Why? • What impact does his leadership have on the department? • Are their talents, knowledge and experiences within your department that are not being fully utilized? • How can employees within your department be empowered to carry out your department’s plan on a page? • List some ways that you can empower them.

23. Now What? What do we do with the Plan on a Page? SMART goals for each different work group within the department

24. Mapping Department Work Groups

25. Create Your Workgroup Map Think of job-alike categories Groups will create SMART goals

26. Reviewing SMART Goals

27. What Are SMART GOALS? • Specific, strategic • Measurable • Attainable • Results-oriented • Time-bound

28. Connect the front line to the goals • Each work group needs to know how their work aligns • SMART goals for each work group to the Plan on a Page goals

29. Customer Satisfaction • Ensure customer satisfaction • Serve our customers in a timely fashion • Continually improve customer satisfaction SMART Goal • By July 2008, increase response time to Important work orders to an average of 4.1 as measured by the customer follow-up survey.

30. Serve our customers in a timely fashion Serve our customers in a timely fashion Define it! Key Measures! Set Target!

32. Important Work Orders 5 point response scale and an average Six months to study & implement changes Average score of ….. July 2008 By July 2008, increase response time to Important work orders to an average of 4.1 as measured by the customer follow-up survey.

33. Customer Satisfaction • Ensure customer satisfaction • Serve our customers in a timely fashion • Continually improve customer satisfaction SMART Goal • By July 2008, increase response time to Important work orders to an average of 4.1 as measured by the customer follow-up survey.

34. Try it Out! • Select a goal from your plan on a page • Draft a SMART goal • Ensure it contains all components: • Specific • Measurable • Attainable • Results-oriented • Time Bound • Use the SMART goal worksheets for assistance

35. Planning for Workgroup Input • How will workgroups be involved in the writing of SMART goals in your department? • Who will facilitate the process? • How will you ensure that the workgroup has input? • When will the workgroup meet to have these discussion?

36. Next Steps… • Meet with workgroups to draft one SMART goal that aligns to a goal on your department’s plan on a page • Bring in a draft of a SMART goal for each workgroup within your department • Next Session: October 31st