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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 [email protected]