Support Services Department- Leadership Teams

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Support ServicesDepartment- Leadership Teams

• Involving Everyone in the Plan on a Page!

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Two Objectives

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

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Logistics and Housekeeping

• Dates/Times/Locations
• Parking
• Email/Web Page
• Materials

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Why are you here today (as a Department
Leadership Team)

• Together, what do you hope to accomplish?

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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)

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Todays 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

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Why the Plan on a Page?

• Tell me one more time

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Aim of the Department
Goals and Measures
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(Your Departments Mission Statement Here)
(Your Departments Goals Here)
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The Plan on a Page

• What has been the impact of your departments
  plan on a page?
• Do all employee groups within the department know
  the mission and goals of your department? How do
  you know?

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Leadership Vs. Management

• How does this apply to me? Im not the boss!

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• 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 its about
  controlling

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Whose responsibility is it to improve the
department?

• What do you do when the escalator stops?

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What Do Successful Leaders Do?
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• Leadership is communicating to people their worth
  and potential so clearly that they come to see it
  in themselves.
• -Steven Covey

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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 tables top 5
  characteristics
• Be prepared to report out

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Good to Great Jim Collins
Five Level Hierarchy of Leadership
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Video Max Max!
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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 departments plan on
  a page?
• List some ways that you can empower them.

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Now What?

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

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Mapping Department Work Groups
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Create Your Workgroup Map
Think of job-alike categories
Groups will create SMART goals
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Reviewing SMART Goals
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What Are SMART GOALS?
S pecific, strategic M easurable A
ttainable R esults-oriented T ime-bound
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• 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

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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.

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

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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.

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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

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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?

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Next Steps

• Meet with workgroups to draft one SMART goal that
  aligns to a goal on your departments plan on a
  page
• Bring in a draft of a SMART goal for each
  workgroup within your department
• Next Session October 31st