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Respect for People: The Lean Way

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TKMG, Inc.
TKMG, Inc.

Recorded webinar: http://slidesha.re/1jiKoif Subscribe: http://ksmartin.com/subscribe Showing respect for people is something that most people agree with in theory. But many organizations don't show respect the way it’s meant in Lean management. The result? Poor business performance, difficulty attracting and retaining talent, and customer service that leaves much to be desired. In this webinar, you will learn: • Why respect goes far beyond how you interact with someone. • How work systems & processes create disrespect. • How blame and disrespect are inextricably linked. • How robust problem-solving demonstrates respect for people. • How to use improvement to build a highly respectful culture. People work far too many hours and give too much to organizations to not receive respect in return. Watch to learn how.

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Webinar June 10, 2014 Respect for People: The Lean Way
© 2014 The Karen Martin Group, Inc. 2 Welcome! • Denmark • France • Great Britain • Guatemala • India • Ireland • Latvia • Mexico • Netherlands • New Zealand • Philippines • Portugal • Romania • Saudi Arabia • Spain • Sri Lanka • Sweden • Turkey • United States • Uruguay www.ksmartin.com/subscribe • Australia • Bangladesh • Bulgaria • Burundi • Bolivia • Botswana • Canada • Costa Rica • Czech Republic • Germany
 Coach / Consultant / Facilitator / Trainer: Lean transformation & business performance improvement in all industries.  Teacher: University of California, San Diego  Author & Speaker: Karen Martin, President @KarenMartinOpEx www.linkedin.com/in/karenmartinopex 3 2013 Shingo Prize winner!
© 2014 The Karen Martin Group, Inc. 4 Upcoming Webinars! 11:00 am-12:15 pm PT www.ksmartin.com/webinars Coaching: The Art of Asking the Right Questions DATE CHANGE A3 Management: Effective Problem Solving Holding Effective Kaizen Events
After the webinar… • Recordings: – www.ksmartin.com/webinars – www.vimeo.com/karenmartingroup – www.youtube.com/karenmartingroup – www.slideshare.net/karenmartingroup (+ slides) Before the webinar… • Materials available one hour prior: – www.ksmartin.com/materials
www.bitly.com/MBPMbk www.ksmartin.com/MBPM 6 50% Off!
Book Includes a Macro-Intensive Excel Tool www.bitly.com/MBPMbk 7
© 2014 The Karen Martin Group, Inc. 8 You will learn… • Why respect goes far beyond how you interact with someone. • How work systems & processes create disrespect. • How blame and disrespect are inextricably linked. • How robust problem-solving demonstrates respect for people. • How to use improvement to build a highly respectful culture.
What is Respect?
© 2014 The Karen Martin Group, Inc. 10 Maslow’s Hierarchy of Needs
© 2014 The Karen Martin Group, Inc. 11 W. Edwards Deming “Don’t waste the ability of people.”
© 2014 The Karen Martin Group, Inc. 12 Taiichi Ohno Respect for Humanity
© 2014 The Karen Martin Group, Inc. 13 Showing Respect… • Safe & ergonomically sound environment. • Error-proof work environments. • Waste-free processes. • Involvement in setting priorities, solving problems, and making improvement. • Being challenged to realize full potential. • Seeing one’s ideas be adopted.
© 2014 The Karen Martin Group, Inc. 14 The most gratifying experience is having one’s ideas listened to and adopted.
© 2014 The Karen Martin Group, Inc. 15 People aren’t the problem. It’s the dysfunctional systems and processes within which we expect them to perform at high levels —a fundamental act of disrespect.
© 2014 The Karen Martin Group, Inc. 16 BLAME: The most fundamental act of disrespect.
© 2014 The Karen Martin Group, Inc. 17 Engagement Drivers: The Three C’s Connection ControlCreativity The Outstanding Organization, pp. 155-158 Full use of talents, capacities, potentialities, & skills The Outstanding Organization, pp. 155-158 Heavy involvement in decisions that influence how they do their work. To purpose, vision, priorities, immediate supervisor, peers, customers
© 2014 The Karen Martin Group, Inc. 18 You had them at “You’re hired.”
© 2014 The Karen Martin Group, Inc. 19 Onboarding – Common Missing Pieces • Tools – Physical (e.g. desk, etc.) – Technology (e.g. phones, computers, physical access, access to applications needed, logins, etc.) – Identifiers (e.g. signage, business cards, etc.) • General information – Company (e.g., purpose, products, customers, values, business goals, etc.) • MUST SEE VALUE BEING DELIVERED!!! – Org charts – Phone directories • Job-specific orientation – Documented procedures (standard work) – Apprenticeship approach: Observe, do with supervision, do – Clear understanding about what constitutes “success.”
20 Value Stream Maps: Effective for New Hire Orientation You are here © 2013 The Karen Martin Group, Inc.
© 2014 The Karen Martin Group, Inc. 21 Kai = Change Zen = Good Daily Continuous Improvement
© 2014 The Karen Martin Group, Inc. 22 It’s Uplifting to Kaizen… It’s traumatizing to be kaizen’d.
© 2014 The Karen Martin Group, Inc. 2323From The Outstanding Organization Progressive Learning & Development
© 2014 The Karen Martin Group, Inc. 24 Developing an Army of Problem Solvers REFLECTIVE DEVELOPMENT DIRECTIVE DEVELOPMENT From The Outstanding Organization, p. 117
Go see. Ask why. Show respect. Leadership Standard Work: Go to the Gemba
© 2014 The Karen Martin Group, Inc. 26 Gemba Visit “Scripts” • How easy is it for you to get your work done easily and with high quality? • What obstacles to success are you experiencing that we need to address? • What are we not focused on that we should be? • How can I help? • Help the person see how his/her work delivers value or supports the delivery of value to customers. • Remind the person of organizational goals and priorities. • Express appreciation / gratitude for the person’s work. • FOLLOW UP!
Components for Effective Change Effective Change Confusion Anxiety Gradual Change Frustration False Starts Vision Skills Resources Action Plan Skills Incentives Resources Action Plan Vision Incentives Resources Action Plan Vision Skills Incentives Resources Vision Skills Incentives Action Plan Vision Skills Incentives Resources Action Plan © 2003 Enterprise Mgmt Ltd. 27
28 Employer Employee Reciprocal Nourishment
© 2014 The Karen Martin Group, Inc. 29 Coming in July!
© 2014 The Karen Martin Group, Inc. 30 Karen Martin, President 858.677.6799 @karenmartinopex Blog & newsletter: www.ksmartin.com/subscribe

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Respect for People: The Lean Way

  • 1. Webinar June 10, 2014 Respect for People: The Lean Way
  • 2. © 2014 The Karen Martin Group, Inc. 2 Welcome! • Denmark • France • Great Britain • Guatemala • India • Ireland • Latvia • Mexico • Netherlands • New Zealand • Philippines • Portugal • Romania • Saudi Arabia • Spain • Sri Lanka • Sweden • Turkey • United States • Uruguay www.ksmartin.com/subscribe • Australia • Bangladesh • Bulgaria • Burundi • Bolivia • Botswana • Canada • Costa Rica • Czech Republic • Germany
  • 3.  Coach / Consultant / Facilitator / Trainer: Lean transformation & business performance improvement in all industries.  Teacher: University of California, San Diego  Author & Speaker: Karen Martin, President @KarenMartinOpEx www.linkedin.com/in/karenmartinopex 3 2013 Shingo Prize winner!
  • 4. © 2014 The Karen Martin Group, Inc. 4 Upcoming Webinars! 11:00 am-12:15 pm PT www.ksmartin.com/webinars Coaching: The Art of Asking the Right Questions DATE CHANGE A3 Management: Effective Problem Solving Holding Effective Kaizen Events
  • 5. After the webinar… • Recordings: – www.ksmartin.com/webinars – www.vimeo.com/karenmartingroup – www.youtube.com/karenmartingroup – www.slideshare.net/karenmartingroup (+ slides) Before the webinar… • Materials available one hour prior: – www.ksmartin.com/materials
  • 7. Book Includes a Macro-Intensive Excel Tool www.bitly.com/MBPMbk 7
  • 8. © 2014 The Karen Martin Group, Inc. 8 You will learn… • Why respect goes far beyond how you interact with someone. • How work systems & processes create disrespect. • How blame and disrespect are inextricably linked. • How robust problem-solving demonstrates respect for people. • How to use improvement to build a highly respectful culture.
  • 10. © 2014 The Karen Martin Group, Inc. 10 Maslow’s Hierarchy of Needs
  • 11. © 2014 The Karen Martin Group, Inc. 11 W. Edwards Deming “Don’t waste the ability of people.”
  • 12. © 2014 The Karen Martin Group, Inc. 12 Taiichi Ohno Respect for Humanity
  • 13. © 2014 The Karen Martin Group, Inc. 13 Showing Respect… • Safe & ergonomically sound environment. • Error-proof work environments. • Waste-free processes. • Involvement in setting priorities, solving problems, and making improvement. • Being challenged to realize full potential. • Seeing one’s ideas be adopted.
  • 14. © 2014 The Karen Martin Group, Inc. 14 The most gratifying experience is having one’s ideas listened to and adopted.
  • 15. © 2014 The Karen Martin Group, Inc. 15 People aren’t the problem. It’s the dysfunctional systems and processes within which we expect them to perform at high levels —a fundamental act of disrespect.
  • 16. © 2014 The Karen Martin Group, Inc. 16 BLAME: The most fundamental act of disrespect.
  • 17. © 2014 The Karen Martin Group, Inc. 17 Engagement Drivers: The Three C’s Connection ControlCreativity The Outstanding Organization, pp. 155-158 Full use of talents, capacities, potentialities, & skills The Outstanding Organization, pp. 155-158 Heavy involvement in decisions that influence how they do their work. To purpose, vision, priorities, immediate supervisor, peers, customers
  • 18. © 2014 The Karen Martin Group, Inc. 18 You had them at “You’re hired.”
  • 19. © 2014 The Karen Martin Group, Inc. 19 Onboarding – Common Missing Pieces • Tools – Physical (e.g. desk, etc.) – Technology (e.g. phones, computers, physical access, access to applications needed, logins, etc.) – Identifiers (e.g. signage, business cards, etc.) • General information – Company (e.g., purpose, products, customers, values, business goals, etc.) • MUST SEE VALUE BEING DELIVERED!!! – Org charts – Phone directories • Job-specific orientation – Documented procedures (standard work) – Apprenticeship approach: Observe, do with supervision, do – Clear understanding about what constitutes “success.”
  • 20. 20 Value Stream Maps: Effective for New Hire Orientation You are here © 2013 The Karen Martin Group, Inc.
  • 21. © 2014 The Karen Martin Group, Inc. 21 Kai = Change Zen = Good Daily Continuous Improvement
  • 22. © 2014 The Karen Martin Group, Inc. 22 It’s Uplifting to Kaizen… It’s traumatizing to be kaizen’d.
  • 23. © 2014 The Karen Martin Group, Inc. 2323From The Outstanding Organization Progressive Learning & Development
  • 24. © 2014 The Karen Martin Group, Inc. 24 Developing an Army of Problem Solvers REFLECTIVE DEVELOPMENT DIRECTIVE DEVELOPMENT From The Outstanding Organization, p. 117
  • 25. Go see. Ask why. Show respect. Leadership Standard Work: Go to the Gemba
  • 26. © 2014 The Karen Martin Group, Inc. 26 Gemba Visit “Scripts” • How easy is it for you to get your work done easily and with high quality? • What obstacles to success are you experiencing that we need to address? • What are we not focused on that we should be? • How can I help? • Help the person see how his/her work delivers value or supports the delivery of value to customers. • Remind the person of organizational goals and priorities. • Express appreciation / gratitude for the person’s work. • FOLLOW UP!
  • 27. Components for Effective Change Effective Change Confusion Anxiety Gradual Change Frustration False Starts Vision Skills Resources Action Plan Skills Incentives Resources Action Plan Vision Incentives Resources Action Plan Vision Skills Incentives Resources Vision Skills Incentives Action Plan Vision Skills Incentives Resources Action Plan © 2003 Enterprise Mgmt Ltd. 27
  • 29. © 2014 The Karen Martin Group, Inc. 29 Coming in July!
  • 30. © 2014 The Karen Martin Group, Inc. 30 Karen Martin, President 858.677.6799 @karenmartinopex Blog & newsletter: www.ksmartin.com/subscribe