1. John Knotts Crosscutter Enterprises Building a Culture of Continuous Improvement

2. 2 60% of all Process Improvement Efforts Fail The Six Sigma Performance Handbook, Praveen Gupta, 2004

3. 3 Continuous Improvement is not Process Improvement “Many Hands Make Light Work” ~ John Heywood, 1562

4. 4 Vision: A Culture of Continuous Improvement Owned by Engaged Employees  Reduced process waste  Improved product quality  Reduced rework time  Faster response times  Driving costs down  Retaining and gaining customers

5. Traditional Improvement 5  The Lean Organization  The Six Sigma Organization  The Look Alike Organization  The Sub-optimized Organization  The Absent Organization Are you this guy?

6. A New Model 6 http://ngs.edu/2014/05/01/building-culture-continuous-improvement/

7. Where to Start 7 VISION RESULTS Leaders Values Principles Operating Styles Behaviors Change Managers Mission Vision Objectives Actions Predictability CULTURE What is a culture?

8. Strategy  Starts with Leadership  Time  Behaviors  Closing Gaps 8 Define the Foundation Frame the Approach Frame the Approach Build Awareness & Desire Build Awareness & Desire Create New Habits Measure, Recognize, Reward, Reinforce, Celebrate, & Communicate Not A Program It’s A Culture!

9. Cultural Behaviors All employees:  Know what they do and how it supports the mission  Use daily metrics  Make data driven decisions  Do the same job as another the same way every time  Submit and discuss ideas  Continuously improve their processes 9

10. Measure  First step -- defining and measuring what you do every day  Statistically understanding what you do every day 10 1)How much work you are doing 2)How long it takes to do it every time 3)How well you do it every time. FTE

11. PROJECT LIST Improve Every Employee  Understands their process  Know how to identify when something is wrong  Armed with basic tools to improve it  Knows who to call when it is too big 11

12. Methodologies Formal Methodologies  Six Sigma  DMAIC  DFSS  Lean / Kaizen  Rapid Improvement / Kaizen Blitz / Work Out 12 Basic Problem Solving -- Just Do It!

13. Change 13 MANAGEMENT READINESS Employee Desired Behavior: Agile Ability to Constantly Change Awareness Desire Knowledge Ability Reinforcement ? ?

14. Commitment 14 Organizational Commitment: A demonstration of dedication, loyalty, and sacrifice to an organization.  Job Satisfaction (Pre 80s)  Organizational Commitment (70s – 2010)  Employee Engagement (2000 - Present COMMUNICATION DEVELOPMENT QUALITY Gallup Q 12

15. Innovation Employees  Allowed to fail  Creative time  Challenged  Developed  Engaged! 15

16. …in Review  Leadership Driven  Rooted in Strategy  Measure Everything First  Improvement at the Lowest Level  Ready to Change  Engaged and Committed Employees  Environment of Innovation 16 Continuous Improvement Culture

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18. Contact Info 18 John is a Senior ASQ member with 25 years of experience of military, non-profit, and commercial consulting experience. He has an extensive background in strategy, change, process, leadership, management, human capital, training and education, and communication. Twenty-one year Air Force Veteran, former consultant with the top- rated consulting firm, Booz | Allen | Hamilton, and now a strategic business advisor for Enterprise Document Management in USAA and part of a hand-selected team deploying Operational Excellence across the Association. John also owns his own consulting business, Crosscutter Enterprises, which he's sharpened the saw with since retiring from the Air Force in 2008. John holds a Master's Degree in Quality Systems Management from National Graduate School and is now an adjunct member of their faculty. Over the years, he's earned a Lean Six Sigma Green Belt, Black Belt, and now holds a Master Black Belt. He also earned a Master’s- level certification as a Change Management Advanced Practitioner from Georgetown University and is Change Management certified by Prosci through USAA. http://www.linkedin.com/in/johnknotts77/ http://johnrknotts.wordpress.com/ http://twitter.com/johnrknotts/ crossctr77@yahoo.com