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My Challenge This Year as a Facilitator

Presented by: Laura KempfDate: December 2nd, 2016

More Than Data.

Answers.

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Passionate About Making Healthcare Better

Analytic Consultants

Research Scientists

Clinicians

Technologists

Developers

Experienced

Healthcare Leaders

Lean Management

Experts

Over 4,000 Hospitals in

the U.S. (8,500 globally)

400 Employer Clients

125 Health Plan Clients

State and Federal

Agencies

All 25 Top

Pharma/Biotech Clients

... for Client SuccessOur People ... Drive Results ...

Customer Success

Patient Interventions

Affordable Benefits

Market Access

Policy Recommendations

Regulatory Compliance

HIE Development

Industry Contributions

Peer-Reviewed

Publications

Speaking Invitations

Very, very smart people and some great tools and data that can be a

catalyst for improved healthcare system and delivery. “

“

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Lean Events at Truven

Setting the Stage

a team of 10-12 employees

1 week process

the solution is not known and/or

agreement can be hard to obtain

basic rule of “No Silent

Disagreement” (team must decide

and agree on final outcome)

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The Challenge

A Team Divided

By 4pm Wednesday, the team has

tirelessly discussed the process and

solutions at length and found itself

divided on how to best organize the

work.

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One Side - Organize Around the Customer

Pros:

• Maintain customer

knowledge

• Status quo

(manageable change)

Cons:

• Nothing breakthrough

• Would include rolling

out standard work to

200+ employees

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The Other Side - Organize Around the Work

Pros:

• Flow, flow, flow

• Limited group (highly

skilled at this single

process)

Cons:

• New concept culturally

• Viewed as “dumbing

down” the position

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Make This Your Challenge - What Would You Do?

Organize around customer!

Organize around the work!

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My Soapbox Speech

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The Challenge - Reflections

There is Power in Confidence.

Deep breath.

No doubt.

Normal.

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The Challenge - Reflections

“You need real disagreement first to

get true agreement later.”

- Brian Pitman (former Chief

Executive of Lloyds TSB)

“Getting Tensions Right”, Favoro & Joni

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The Challenge - Reflections

Humbly Acknowledge Both Sides.

Validate.

Get Buy In.

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The Challenge - Reflections

Set Boundaries.

Team Decision

Time: decide that night (use

exhaustion)

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The Challenge - Reflections

Kubler-Ross, Elisabeth, ‘Death and Dying’ ,1969

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The Challenge - Reflections

Shiny Unicorn

Pause & Listen

Know Team Members

Middle Ground

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Leadership Activity - debrief

“A genuine leader is not a searcher of consensus

but a molder of consensus.”

Martin Luther King Jr.

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Questions?Thank you.

Laura Kempflaura.kempf@truvenhealth.com