Optimizing Our Human Capital Using Lean Theory

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Optimizing Our Human Capital Using Lean Theory
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Roadmap of Our Discussion

• Overview of Our Organization
• Discussion of Our Previous State
• Our Lean Journey
• Path to New Structure
• Premise Goals of New Structure
• Current Successes Failures

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WHC Overview

• 5 Site CHC Offering Medicine, Dentistry,
  Pharmacy, Mental Health, Limited Radiology
• Employ Approximately 175 Employees
• Rapid Expansion in Past 10 Years
• Added Staff to Existing Structure

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Previous Structure
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Weaknesses of Former Structure

• Span of Control Too Large
• Expected Clinic Manager to Be An Expert In All
  Areas (Dental, Medical, Billing, etc.)
• Job Was Emotionally Exhausting Position with
  Little Pay
• Systemic Weaknesses Due to Lack of
  Standardization
• Hard to Hold Employees Accountable To Unknown
  Standard
• Lack of Standardization Had Financial Impact to
  Organization

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Our Lean Journey

• Began 2 Years Ago After IHI Conference
• Initially Conducted Process Mapping Exercise
• Successful, Yet Only a Few Had Formal Training.
• Recognized Need for Additional Training
• Participated in KPCA Events
• Lean Overview, Standardized Work, Problem Solving

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Our Path to a New Structure

• Core Lean Nerd Group Developed
• Two Resignations During Maternity Leave
• Reached Breaking Point
• Proposed New Structure to Executive Team
• Began Implementation by Reassigning Existing
  Management Staff
• Interviewed Existing Staff for Team Leader
  Positions
• Held Training Retreat

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Premises of New Structure
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Goals Of New Structure Team Member Level

• 13-5 Span of Control
• Standardization of Processes by Team Members
  Completing the Job
• Improve Job Security for Team Members by
  Providing a More Clearly Defined Set of
  Expectations
• Create a Culture That Encourages Identification
  of Errors/Systems Needing Improvement
• Create a Culture Where an Action Plan Doesnt
  Mean Youre Getting Fired on Friday

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Goals Of New Structure Management Level

• Improve Recruitment Process Through Seeking More
  Specific Type of Person
• Increase Staff Retention by Increasing Salaries
  Associated with SLM Position (which replaced
  Clinic Manager job) Focusing Knowledge Base
• Increase Ability to Make Decisions Based on Data

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Current Successes Failures

• Significant Productivity Increases
• Resolutions to Problems Improved
• IT Added to Operations Team
• Training on Resolution Occurs in Timely Way
• Focus on Service Internally Externally
• Employees Appreciate When Standard Developed
  Communication Weaknesses Highlighted
• Ability to Make Business Case Improved Through
  Data
• Morale Has Taken a Hit During Transition
• Someone Always Watching Us
• What Was Wrong Before

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Conclusion

• Renewal Such as This Is a Long Path
• Expect Results to Come Over Long-Term If We Stay
  Invested

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Questions?

• Contact Information
• Stephanie Courtright Moore, MPA, CMPE
• Chief Operating Officer
• White House Clinics
• stephanie.moore_at_whitehouseclinics.com
• 859.626.7700 x 1032