Kato: Mindsets & Behaviours

Question 1

What makes a good CI?

Answer 1

1. Starts with a problem / opportunity being identified that is seen as worth improving for our customers/colleagues
2. Has quantified benefits.
3. Changes something (Procedures, Policy, Training)
4. Follows a Test & Learn
5. Uses the 5 Questions to assess risk

Question 2

How do I generate CI’s?

Answer 2

1. Review metrics at huddles and review any that are not on target.
2. Use issues raised through Voice of Customer and Voice of Business
3. Consider where you spend time and ask yourself is it productive
4. Identify problems within processes

Question 3

How often should you think about CI’s?

Answer 3

Every time you complete a process/service, ask yourself or the customer

Ask how did it go? Could it be done better?

Question 4

How do we recognise good CI performance?

Answer 4

Through the Heroes program, 
At Pulse/Huddles, Hero of the week
Divisional and bank wide CI of the month.
6 monthly and annual Hero awards
Team events
Newsletter and Communications
Yammer/Intranet

Question 5

How does Bankwest track the benefits from the CIs that are implement?

Answer 5

CI entered in the CI tracker are used for reporting throughout the business.
The CI dashboard summarises the benefits.
They demonstrate how well we are doing in driving a CI culture.

Question 6

Who can assist in coaching on CIs?

Answer 6

Leaders / Greenbelts / Blackbelts / Divisional Champions / Process Transformation Team / Simplicity Champions

Question 7

What should you do before working on a CI?

Answer 7

1. Discuss it with the team at the huddle and agree if worth doing.
2. Check the CI register to see if it has been looked at in the past.
3. Ask yourself the 5 Questions.

Question 8

Can you name at least 5 productivity tools?

Answer 8

1. PDCA / 2. Fishbone / 3. 5 Why / 4. PICK Matrix / 5. Process Maps / 6. SIPOC / 7. Problem Statement / 8. Test and Learn / 9. Pareto / 10. A3 / 11. FMEA / 12. Data Collection Plan / 13. Run Charts / 14. Brainstorming / 15. RACI / 16. DILO / 17. IWIE / 18. Gemba / 19. Game Plan / 20. ADKAR / 21. Voice of the Customer / 22. Voice of the Business

Question 9

What should be on an effective VMB?

Answer 9

1. Performance measures (leading and lagging).
2. Continuous Improvement (PDCA).
3. SMART actions (Who, What, When & Where)

Good Practice also includes:
CVP
People: Call outs, availability, Events & Communications
Go-Look-See / Gemba

Question 10

Where should the CVP be displayed and why?

Answer 10

The CVP should be visible on the VMB so we can ensure that we are focusing on those things important to our customers.

Question 11

What are good practices for a Pulse / Huddle?

Answer 11

1. Stand up
2. Keep it under 15 minutes
3. Rotate the chair
4. Update the board before the start
5. Have everyone contribute
6. Discuss CIs