Failure Demand The Hidden Drag On Professional Services

Failure Demand The Hidden Drag On Professional Services Performance Slide 1

what do you want to be known for? Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

HAL MACOMBER Macomber Consultants CALAYDE DAVEY The Pocket Sensei SYSUN HOWELL Joeris Contractors This Presentation & Supporting Document is in a state of continuous improvement! Get the most up to date version of this document at www. thepocketsensei. com and info@thepocketsensei. com Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

work 1. primary value-adding directly provides value to our clients. waste incidental non-value added but necessary work. do-overs 2. secondary value-adding needs. . . additional actions performed by the provider or customer that are otherwise not needed. [Type 1 Waste] [Type 2 Waste] of both value-adding and incidental work. superfluous [Type 3 Waste] does not contribute to client value nor directly support doing the do-over. Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

incidental work [necessary] can be reduced with attention and improvement actions. Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike. Slide 5

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process of working doesn't produce desired result a process that one self performs - or a process someone else performs results = failure demand now there is something else for someone else to do Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike. 7

any failure in processes that result in new demand on our time or resources is called failure demand Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

recurrent failure demand is demoralizing Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

eliminating failure demand creates tremendous capacity for your most capable people and changes moods Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike. Slide 10

types of process failure 1 2 3 capable process do-over / break in process exists but not followed when it reliably gives you the desired result, process incapable if it doesn’t someone not performing a process, either one's own work or someone else's work may not know about it, inattentive or distracted Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike. Slide 11

magnitude Failure Demand & Profitability in Professional Firms Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

standard work actions toyota process actions RFI admin 75% work = failure Looked at their standard work, at least 75% of standard work processes included actions that addresses work failure (T. Richardson). 6% project value Administrative actions across the team in the RFI process typically costs 6% of project value successive approvals superfluous morale timecards 15, 000 wrong paychecks Staff were entitled to pre-agreed wage increases (certifications / credentials). Discovering failure demand allowed the process flow to improve from 4 weeks to 20 mins. herding cats When time cards are late, that creates failure demand on other people. The process is failing the people or the work. Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

workshop 1) Recognize work as resulting from failure demand. 2) Identify the source of that demand. 3) Take actions to correct the situation through the use of countermeasures. 4) Confirm that the changes we made result in a reduction in the failure demand. Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike. Slide 14

work 1. primary value-adding directly provides value to our clients. waste incidental non-value added but necessary work. do-overs 2. secondary value-adding needs. . . additional actions performed by the provider or customer that are otherwise not needed. [Type 1 Waste] [Type 2 Waste] of both value-adding and incidental work. superfluous [Type 3 Waste] does not contribute to client value nor directly support of doing the do-over. Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

we interrupt this program for a very important announcement Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

distinction!!! vs identify solving failure demand get good at finding the blindness present in your work the blindness that creates demand on your time that is not oriented to value-creation the root cause or solutions that bring you where you want to be, and how you want to spend your hours Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike. Slide 17

how do you spend your time? value-adding activities my time dealing with failure demand Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

reflect privately 10 situations 10 mins Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike. Slide 19

how do you spend your time? Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

help each other identify failure demand Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike. Slide 21

types of process failure 1 2 3 capable process do-over / break in process exists but not followed when it reliably gives you the desired result, process incapable if it doesn’t someone not performing a process, either one's own work or someone else's work may not know about it, inattentive or distracted Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike. Slide 22

understanding source of failure demand ask questions, not statements focus on process, not people focus on the flow of work through the process Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

my process their process our process missing process Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

we interrupt this program for a very important announcement Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

distinction!!! vs identity what you want to be known for job the thing your busy with Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike. Slide 26

can you make your job disappear? Creative Commons License 4. 0 attributed to Macomber Consultants, LLC, share alike.

Failure Demand The Hidden Drag On Professional Services Performance Slide 28

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