5S for Knowledge Workers:

Transcription

1 Session 24A 5S for Knowledge Workers: MASTERING THE INFORMATION WORKSPACE By Scott Marchland Davis October 22, 2014 ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS

2 Getting to 5S What is a knowledge worker? What are the elements of 5S? How have these been combined in the past? How can they be combined more successfully? October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 2

3 Knowledge Workers No standard definition first used by Peter Drucker in 1959 (Landmarks of Tomorrow) Workers whose main capital is knowledge People who think for a living Workers focused on non-routine tasks and problem solving Creative and highly educated workers whose output is knowledge, data, or information Typical examples Engineers, scientists, lawyers, doctors, accountants, teachers, programmers Managers and executives October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 3

4 Characteristics of Knowledge Work Unpredictable tasks vary substantially day-to-day Portable work can often be completed independent of location Information-focused work involves manipulation of data rather than physical objects Continual learning workers must maintain currency of knowledge and skills Self-directed workers often follow strategic priorities but make tactical decisions themselves Ambiguous goals and performance are often difficult to measure October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 4

5 Origins of 5S Key part of the Toyota Production System Adopted extensively by Lean and Lean Six-Sigma (LSS) practitioners worldwide Focused on reducing waste in production through 4 key methods: Expose waste visually by making out-of-control and off-nominal conditions visible Minimize wasted motion by keeping materials at hand and people working Reduce maintenance waste by identifying and eliminating sources of mess (e.g. leaking lubricants) Minimize space waste by consolidating production areas October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 5

6 The 5 S s Sort remove unnecessary material Set in order make sure necessary material has a home Shine remove mess and the sources of mess Standardize establish routines and processes Sustain maintain the area and the routine Bottom line goal if 5S is doing its job, you are more productive October 22, 2014 ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 6

7 Examples of 5S in the Factory October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 7

8 Examples of 5S in the Factory October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 8

9 Extension of 5S to the Office Some success with non-knowledge-worker applications (e.g. call centers) Multiple FAILURES with knowledge workers (e.g. engineers) Why? October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 9

10 Factory 5S Applied to the Office October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 10

11 Manufacturing and Knowledge Work are Different Workspaces are shared versus personal Processing is based on movement of material versus movement of information Demand is generally well-defined versus ambiguous Priorities are generally imposed versus self-defined So is 5S a waste of time for knowledge work? October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 11

12 The Keys to Knowledge Work 5S Because knowledge work involves information processing, reduction of waste must also focus on information processing Knowledge work 5S must focus on inboxes, outboxes, and movement of information Because knowledge work involves creativity and idiosyncratic processes, it must focus on a higher process level Analogy rigid and fixed manufacturing processes versus flexible and adaptable product development procedures October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 12

13 Information Processing Modern personal productivity methods require management of a rapid influx of information Examples: Getting Things Done, Zen to Done, Manage Your Workday Now, Cyborganize, Super Focus, Total Relaxed Organization All these methods provide frameworks for: Organizing information Developing actions and to-do lists Prioritizing actions in the moment In other words 5S for information October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 13

14 5S of the Information Space Sort discard information not relevant to action Set in Order move information to actionable or reference storage Shine eliminate sources of useless information Standardize develop and use a standard method and toolset for information processing Sustain review your system to ensure continued effectiveness October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 14

15 System Example Getting Things Done based on work by David Allen Popular system used by professionals worldwide Relevant features: Structured method for Inbox triage Context-sensitive to-do lists Avoidance of arbitrary priorities Flexible - adapts to different toolsets Big Idea: Achieve focus and flow by downloading actions from your mind into a trusted system October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 15

16 Sort/Set in Order in GTD Stuff Inbox(es) Action -able? No Trash Yes File for Reference Do (<2 min) Delegate (Waiting For) Defer (Action Lists) Someday/ Maybe October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 16

17 Details of the Sort/Set in Order Steps Projects any multi-step action can be a project Projects must have: A plan level of detail can vary Completion criteria A storage file/folder A Next Action (could be Waiting For) Deferred Actions Time-dependent actions (e.g. appointments, meeting prep) go on the calendar Other actions go on context-sensitive lists (e.g. Computer, Phone, Agenda, Anywhere) October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 17

18 Shine in GTD Minimize subscriptions Practice and advocate good practices Subject-line only (EOMs) Limited CCs Concise language Clear requests for action if needed Practice and advocate good meeting practices Agendas Action items and minutes Limited attendees October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 18

19 Standardize in GTD Flexible toolsets, fixed methods Setup involves selection of a set of tools for: Calendar Task Lists Reference Files Project Files Inboxes October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 19

20 Example GTD in Outlook October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 20

21 Example GTD In Google Tools October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 21

22 Example GTD In Evernote October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 22

23 Example GTD in Remember the Milk October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 23

24 Sustain in GTD Daily and Weekly Reviews ensure trust in the system, which is critical to sustaining Daily Review Clear Inbox Check Calendar (today) Add Actions as needed Weekly Review Clear Inbox Check Calendar (-1 +2 weeks) Check Waiting Fors, Projects, and Someday/Maybes Review all Actions and close if needed Review Trigger list and add actions if needed Basic Workflow Collect, Process, and Execute based on contexts October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 24

25 Knowledge Worker 5S Rollout Experience Experience covers two generations of rollout, primarily at Resonetics Key success factors: Management support of quality tools in general Cultural openness to change and improvement Approximately 30 knowledge workers have been trained so far October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 25

26 About Resonetics Laser micromachining services and systems provider High precision (features to 1 micron), focused on life sciences Based in Nashua, NH with 100+ staff, 3-shift operation Key knowledge worker categories: sales engineers, quality engineers, service engineers, systems engineers, applications engineers, manufacturing engineers, materials managers, finance personnel October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 26

27 Instructional Methods Small group instruction Three sessions system setup, how to collect and process, how to perform reviews Emphasis on buddy system for habit development ~2.5 hours total instruction time October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 27

28 Toolsets Used All training is Outlook- and paper-based Universally available Familiar Simplifies instruction Additional tools are discussed, but not explored in detail Instructor s toolset is described at a high level as an example Inboxes Outlook, paper, Gmail Task List Remember the Milk Reference Files for Current Actions Gmail, Outlook General Reference Files Paper, Evernote, Outlook October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 28

29 Session Agendas Session 1: Setting up Categories, Folders, and Tasks in Outlook Session 2: Why 5S? 5S in the Office A Tale of Horror? The Getting Things Done System 5S for Knowledge Work Choosing Tools for GTD Setting Up Your GTD System Sustaining Your System Buddy Systems and Lunch Reviews Processing Workshop Session 3: Review of 5S Concepts Review Workshop Daily Reviews Weekly Reviews Longer Term Reviews Putting it All Together October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 29

30 Results Audit Process Self-audit questionnaire/spreadsheet distributed after training prompted monthly Self-audit assesses performance on a variety of quantitative factors Spreadsheet generates progress radar plot similar to those used in factory Response rate: 69% Average score improvement after the first month: 15.5 SUSTAIN Office 5S Performance Graph STANDARDIZE This Audit SORT Last Audit SHINE SET IN ORDER October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 30

31 Results Audit Scores Average Audit Score Max and Min Audit Scores Audit 1 Audit 2 Audit Delta Average Survey Max Survey Min Audit 1 Audit 2 Audit Delta Max Min Survey Min Survey Max October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 31

32 Sample Audit Questions Sort: Inboxes are clear (Inbox Zero=5,Less than 1 day accumulation=3,more than 1 week accumulation=1) Set in Order: All Projects have a Next Action (100% have a Next Action=5, Some projects have a Next Action=3, No projects have a Next Action=1) Shine: Work area is organized efficiently (Completely organized=5, Mostly organized=3, Chaos=1) Standardize: File names and methods are consistent across Projects and Reference (Completely consistent=5, Some inconsistency=3, No consistency=1) Sustain: Weekly reviews conducted consistently (Within the last week=5,more than 14 days since last review=3,never=1) October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 32

33 Results Feedback from Trainees Rewards: Significant improvement in peace of mind Feeling of greater organization and productivity I m comfortable I m not missing something important Challenges: Disciplines can be difficult to follow Sometimes priority work prevents following the process My priorities are set for me October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 33

34 Summary Knowledge worker 5S requires elimination of waste in information flows rather than material flows Productivity tools can reduce waste in information flows Significant productivity gains are possible, but adoption is challenging for some Areas for further study Alternate productivity methodologies beyond GTD Alternate instructional processes Alternate toolsets beyond Outlook October 22, ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 34

35 Thank you! Questions? Scott Marchland Davis Director, QA & RA Resonetics Phone: (603) October 22, 2014 ASQ NEQC 60TH CONFERENCE, SPRINGFIELD, MASSACHUSETTS 35