Lean Ways of Working – what good looks like

1. Lean Ways of Working – what good looks like

2. Lean ways of working? 2. We believe that Lean won’t work in our team because we’re different 1. We ask great questions to help people think differently about things 4. We fix immediate problems with the work that comes to us and don’t help the people the work came from improve 3. We share knowledge & information to help each other succeed 5. I speak with my manager on conference calls and at team meetings 6. We’re open & honest when we talk about our skills and development needs 7. I am creative and I’m encouraged and rewarded for new thinking 8. We focus only on what other teams and people need to do to improve 9. My manager prepares thoroughly so that they can present the performance board to our team each morning 10. My manager makes time for me to work on improvements and encourages me to “have a go” 11. My manager asks us what problems we’re having with the process and then takes them away to fix them 12. I know who my customer is and what they need from me

3. Lean ways of working Non-Lean ways of working Lean ways of working? 2. We believe that Lean won’t work in our team because we’re different 2. We believe that Lean won’t work in our team because we’re different 1. We ask great questions to help people think differently about things 1. We ask great questions to help people think differently about things 4. We fix immediate problems with the work that comes to us and don’t help the people the work came from improve 4. We fix immediate problems with the work that comes to us and don’t help the people the work came from improve 3. We share knowledge & information to help each other succeed 3. We share knowledge & information to help each other succeed 6. We’re open & honest when we talk about our skills and development needs 5. I speak with my manager on conference calls and at team meetings 6. We’re open & honest when we talk about our skills and development needs 5. I speak with my manager on conference calls and at team meetings 7. I am creative and I’m encouraged and rewarded for new thinking 7. I am creative and I’m encouraged and rewarded for new thinking 8. We focus only on what other teams and people need to do to improve 8. We focus only on what other teams and people need to do to improve 10. My manager makes time for me to work on improvements and encourages me to “have a go” 9. My manager prepares thoroughly so that they can present the performance board to our team each morning 9. My manager prepares thoroughly so that they can present the performance board to our team each morning 10. My manager makes time for me to work on improvements and encourages me to “have a go” 12. I know who my customer is and what they need from me 11. My manager asks us what problems we’re having with the process and then takes them away to fix them 11. My manager asks us what problems we’re having with the process and then takes them away to fix them 12. I know who my customer is and what they need from me

4. Lean Ways Of Working (LWOW) – What Good Looks Like Clear vision & focus on customer needs • I know who my customer is & what they need from me • I do what it takes to do the right thing for the customer even if it takes longer • I make sure that my customer gets what they need by fixing the root causes of problems Sharing best practice • I use & improve standard ways of working for my role • We share knowledge & information to help each other succeed • We listen & learn from each other Skills visibility and development 50% time devoted to the team • I develop myself, to help my team to deliver our purpose • We support each other to develop & be the best we can using the skills matrix • We’re open & honest when we talk about our skills & development needs • My manager coaches & supports my team to use the Lean Ways of Working • My manager makes time for me to work on improvements & encourages me to “have a go” • My manager makes my accountabilities & responsibilities clear What does good look like in a Lean Service team? Performance Dialogue • I take part in the regular performance huddle conversations, to help my team improve our performance • I own areas of the performance board make sure they’re up to date • I ask great questions to help people think differently about things • I use Lean Tools & techniques to identify root causes and make improvements • I am empowered to make decisions & put them into practice • I am creative & I’m encouraged & rewarded for new thinking Structured problem solving