Performance Management and Systems Thinking

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					                                      Performance
                                  Management and
                                  Systems Thinking
With exceptional Performance Management
             you may reduce costs by 10%.
Systems Thinking may reduce them by 85%.
                Which is more interesting?


             Dave Gaster www.supportservicesdirect.co.uk   1
A different logic……



 We  can’t solve problems by using the
   same kind of thinking we used when
           we created them


 Albert   Einstein




       Dave Gaster www.supportservicesdirect.co.uk
System vs Individual


          than 95% of your organisation’s
      More
  problems derive from systems, processes
 and methods – not from individual workers



    Dr W Edwards Deming




          Dave Gaster www.supportservicesdirect.co.uk
Systems thinking includes:
Working  from a Customers Perspective
Working on the whole system
Taking an end to end view
Using and analysing data
A scientific approach to Change
Involvement of everyone in the system
Always improving the system




    Dave Gaster www.supportservicesdirect.co.uk
Systems thinking uses:
End to end analysis involving all aspects
Check (Study Act) Plan Do
Workshops, training and paper redesigns
Flow charts
Spaghetti charts
Pareto analysis
Cause and effect analysis
Run charts
Process control charts

       Dave Gaster www.supportservicesdirect.co.uk
How we go about it!
                            Start here




    Check Plan Do
     (Or SAP Do)
The cycle of continuous
     improvement




      Dave Gaster www.supportservicesdirect.co.uk
                                                 Voice of the
                                                  Customer


Voice of the                              • Defined by the customer
  Process                                 • Find ways to understand          Voice of the
                                            & delight customers                People
                                          • Design systems & processes
                                            against purpose & demand
• Learn to manage the
    organisation as a
                                                     Quality             • Common understanding
system
                                                                         • Cooperation not
• Understand variation
                                                                          competition
• Decisions based on
                                                                         • Experiment and learn
data
                                                                         •Visibility of the whole
• Measure what matters
                                                                         •Appreciation of impact
    to customers
                                                                         •Belief in people; treat
• Model for improvement                               Joiner
                                                                          with dignity, trust &
-         SAPDo
                                                     Triangle
                                                                          respect
    Scientific
                                                                          All One Team
    Approach
           Dave Gaster www.supportservicesdirect.co.uk
Voice of the Process…..
Cause & Effect diagram
 People                   Materials                     Method
                                                                  Why?
                                                                             Why?


                                                                         Too many
                                                                        missed bins



                                                                 Why?       Why?
      Environment                        Equipment                       Why?




          Dave Gaster www.supportservicesdirect.co.uk
Dave Gaster www.supportservicesdirect.co.uk
Dave Gaster www.supportservicesdirect.co.uk
                          Traditional project plan                                                              Systems Thinking work




                                                                                            Activity level
                                                                                                                                              Form Team, training,
                                                                                                                                              induction, gather




                                                                                 Check
                        Start                                                                                                                 current data
                            PID
Establish Project

Appoint Project
                           Programmes
Manager
                                                                                                                                              Gather data, analyse –
                                                                                                                                              make minor repairs, ‘As
Write PiD, draft                                                                                                                              Is’ workshops
                                Outcomes
Project plan

Redraft PiD via
overview panels and                       Team Start Work
peers
                                                                                                                                              Analyse outcomes,




                                                                                 Plan
Set Targets and                                  Design Scheme                                                                                concept designs, ‘To Be’
outcomes                                                                                                                                      workshops. Blue Sky,
                                                                                                                                              Audit wash
Start working on the                                        Report
project

Produce report to
seek authority.                                           Approve                                                                         Implementation plans, risk
                                                                                                                                          assess, governance? Do the
Analyse, suggest                                                                                                                          easy improvements.
alterations, finalise                                Design



                                                                                            Activity level
report.
                                                    Implementation
Approve scheme
                                                                                                                                            Major work
                                                Start Implementation
Design                                                                                                                                      implementation support
implementation plan                                                                                                                         .    and facilitation
                                                                                 Do

Start implementation



                  Week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 Time >               Week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 Time >
Systems Thinking achieves
 Refuse         Collection
  From 1000 to 2.8 misses per 100,000 collections
  14+% savings of revenue and capital costs
 Housing
  From 67% to 100% jobs on time
  14% saving of total budget, in first full year.
  12 days for average void turn round
 Highways
    S 58 trips and falls
        From 90 days to 2.58 average days to complete reports
        From £300,000 to £70,000 to process reports
 Car     Park enforcement
    From 80% successful defence to 20% in 3 months

           Dave Gaster www.supportservicesdirect.co.uk
 Questions / debate




                                             www.supportservicesdirect.co.uk

                                             Email: daveg@supportservicesdirect.co.uk

                                             Phone: 07919 356 007




SYSTEMS THINKING

CONTINUOUSLY IMPROVING SERVICE DELIVERY


         Dave Gaster www.supportservicesdirect.co.uk