Starting Your Lean Six Sigma Program? - Try Email

Not long ago, I was emailed and asked a few questions by an agency Captain about Lean Six Sigma. Here is a brief article that highlights a few of his questions.

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Hello Billy,

This is a very interesting concept you have implemented at your department. I had just placed the question to may group when I found you on Linkedin. How similar is this mythology to problem-oriented policing? What was the learning curve for the officers when you first established this program? How does a agency get started in a program of this nature? Any information would be greatly appreciated.

Best Regards,
Captain

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Hi Captain,
It is truly a pleasure when we hear of other agencies looking to start down the LEAN road. I will do my best to answer your questions, but I believe it is fair to say that every agency, or company, is unique. That being said, police tend to be police minded wherever they go. My experience is that everything revolves back around to the belief system of the troops. If they trust the administration, they will believe in LEAN. If they believe it is in their best interest, they will believe in LEAN, etc., etc. It is also fair to say that it may come with a fair amount of resistance due to the poor execution of Total Quality Management (TQM), that was pushed in the nineties.

1) How similar is this mythology to problem-oriented policing?
Although Lean Six Sigma uses a problem solving model (DMAIC - define, measure, analyze, improve, control), similar to that used in problem oriented policing or community policing (SARA - scan, analyze, response, assess), the approach is somewhat different. Overall, our agency is tasked with building relationships with the community to determine root causes of crimes and the fear of, through the use of community partnerships and policing strategies. Lean Six SIgma is more of an internal process review geared towards making the way we do business better. I.e., process for filing cases, process for reducing overtime costs, saving fuel, transportation of prisoners, etc. It is geared arounf the 8 types of waste used for LEAN thinking, and the quality statndards contained within six sigma. So, they are similar in many ways, but different as well.

2) What was the learning curve for the officers when you first established this program?
The learning curve is relatively small. We have a 4 hour orientation that all employees reveive upon being hired. We have also made it a part of our leaderhsip development academy. The issue is not so much the learning curve of the material, but the sustainment of the mindset that goes back to the belief system that is in place...the culture. Will your officers believe this to be a fad? is it something they are being forced to do? Will leadership champion the movement? All are questions that will arise once you start down the path. We (JSO) are nowhere near where we want to be with LEAN. Basically, if we had a continuous improvement culture, we would not need a continuous improvement unit. This will most likely take several years.

3) How does a agency get started in a program of this nature?
I highly recommend searching for a consortioum similar the the Jacksonville Lean Consortium. If one is not available in your area, try searching for the local MEP (manufacturers entension partnership). Also, many times other portion of loval government have already started a similar program. For instance, our local Air National Guard base, and local electric and water utility have well designed programs in place with experts in the field of LEAN Six Sigma, just a field trip or phone call away. The EPA has also created an excellent guide for governement agecies. Here is their link.

http://www.epa.gov/lean/starterkit/index.htm

In the end, all of this comes down to having a committed leader that is willing to champion the culture change. Without buy - in from the top, a successful program is highly unlikely.

Hope that is helpful,

Billy


About the Author: William "Billy" Wilkerson is a Police Sergeant with the Jacksonville Sheriff's Office and 21 Year veteran with the Florida Air National Guard. He is currently assigned to Sheriff's Office Continuous Improvement Division and also supervises the Staff Inspections Unit. The Jacksonville Sheriff's Office has been using Lean Six Sigma to streamline many of its processes for the past several years to much success. Billy has also been assisting with the Florida Air National Guard's rollout of their CPI Program (Continuous Process Improvement). Billy can be found on LinkedIn @ http://www.linkedin.com/in/billywilkerson or by email at 7388wtw@gmail.com .

Hats off to the Environmental Protection Agency - A Government Model for LEAN

For those of us involved with "LEAN" it is easy to understand the challenges that come from starting a process improvement program from the ground floor. I would like to personally thank the Environmental Protection Agency (EPA), for providing such a great model for all government agencies to follow. There website is a great resource, packed full with examples of how they are applying "LEAN" principles, and even give a free download for their "Lean in Government Starter Kit."

To all at the EPA - I salute you for being the leaders you have shown yourselves to be, and thank you for helping government agencies, the world over, rethink the way they do business.

Here is a link to their "Lean in Government Starter Kit."

http://www.epa.gov/lean/starterkit/index.htm

Search Amazon.com for lean in government

About the Author: William "Billy" Wilkerson is a Police Sergeant with the Jacksonville Sheriff's Office and 20 Year veteran with the Florida Air National Guard. He is currently assigned to Sheriff's Office Continuous Improvement Division and also supervises the Staff Inspections Unit. The Jacksonville Sheriff's Office has been using Lean Six Sigma to streamline many of its processes for the past several years to much success. Billy has also been assisting with the Florida Air National Guard's rollout of their CPI Program (Continuous Process Improvement). Billy can be found on LinkedIn @ http://www.linkedin.com/in/billywilkerson or by email at 7388wtw@gmail.com .

Five Why...The Voice of the Next Generation

The "Y" generation is definitely living up to its name. Why, why, why...everything is why these days. It appears that the good old days of say it and obey it are over and behind us. Blind faith leadership is becoming a thing of the past. Personally, I say thank goodness. After all, as Colin Powell said, "if you have a yes man working for you, one of you is redundant." Yes men, and women, add no value to problem solving. This is not to be confused with the need for command structure on a emerging emergency scene. But, when there is time, "WHY" has its place.
Today's challenges are more complex than ever before. With twitter, facebook, linkedin, google, iPhone, etc., technology is changing the way we interact with the world, and the "Y" generation is changing the way we once blindly accepted the status quo. This generation will redefine problem solving. By not being afraid to ask why, they will learn instinctually how to solve problems at the root cause level. They force the previous generations to intelligently support their methods of doing business with facts. And when they can't, this forces them to change. Without even realizing it, the "Y" generation is leading us into the future...thereby demonstrating their true ability to lead. I'm excited that we have young police officers and military members, willing to stand up and ask the hard questions...keep it up!

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About the Author: William "Billy" Wilkerson is a Police Sergeant with the Jacksonville Sheriff's Office and 20 Year veteran with the Florida Air National Guard. He is currently assigned to Sheriff's Office Continuous Improvement Division and also supervises the Staff Inspections Unit. The Jacksonville Sheriff's Office has been using Lean Six Sigma to streamline many of its processes for the past several years to much success. Billy has also been assisting with the Florida Air National Guard's rollout of their CPI Program (Continuous Process Improvement). Billy can be found on LinkedIn @ http://www.linkedin.com/in/billywilkerson or by email at 7388wtw@gmail.com .

Training Leaders to think LEAN

Since 2004, Sheriff John Rutherford has being fostering a culture of continuous improvement throughout the Jacksonville Sheriff's Office (JSO). With over 3000 employees having received initial roll out training, a full fledged division that bears the continuous improvement title, a dedicated steering committee comprised of top level executives to help ensure every project's success, and now as part of the JSO Leadership Development Academy. It's no wonder things are going so well in Jacksonville.
In the years to come, JSO will be dedicating resources towards training the leaders of tomorrow. Topics include Situational Leadership II, Emotional Intelligence, Continuous Improvement philosophies such as LEAN and Six Sigma, as well as demonstrating how each are directly related to the Sheriff's recurring theme of "can I trust you?" "are you committed to excellence?" and "do you care about me?" This piece is presented by the Sheriff himself. How is that for Lean Leadership?
Many agencies and corporations are focusing on JSO as a leading agency in LEAN thinking. Notice the word "thinking?" Yes, to be part of the culture it needs to be something that is a part of your everyday thought process. LEAN is a way of thinking, not just doing. But, thinking and doing go hand in hand. After all, LEAN has a bias for action..to get people thinking LEAN...start doing LEAN.
Several people have asked me for the slide show that we present during our leadership academy, so I have included it below. Some of the links may be inoperable, but if you read, "It's Your Ship" by Captain D. Michael Abrashoff, you will be able to fill in most of the gaps...enjoy!

Search Amazon.com for lean government



About the Author: William "Billy" Wilkerson is a Police Sergeant with the Jacksonville Sheriff's Office and 20 Year veteran with the Florida Air National Guard. He is currently assigned to Sheriff's Office Continuous Improvement Division and also supervises the Staff Inspections Unit. The Jacksonville Sheriff's Office has been using Lean Six Sigma to streamline many of its processes for the past several years to much success. Billy has also been assisting with the Florida Air National Guard's rollout of their CPI Program (Continuous Process Improvement). Billy can be found on LinkedIn @ http://www.linkedin.com/in/billywilkerson or by email at 7388wtw@gmail.com .

Everything leads back to the overall project...Engaging Employees

I have facilitated and experienced the benefits of Lean Six Sigma in both military and law enforcement. My experience tells me this. Everyone looking at making improvements, whether in the corporate setting, or in the public service sector, have one, and only one, main overarching project...figuring out how to get its workforce engaged enough to recognize opportunities for positive change on behalf of the customer, then being empowered to act upon those opportunities...in essence, it is the culture of the organization that is the project we should all be looking into making better. Every project I have been associated with, is really attributable to the main project...culture change. Certainly, not everyone will want to be a LEAN Facilitator or Six Sigma Black Belt, nor should they be. But, at some point, everyone seems to remember those days when we were all the newbies, sitting by idly as crazy things happened daily and made us go....hmmmmm, I wonder why they do that instead of just doing (insert your experience here). We then tell ourselves, I reckon they know what they are doing since they have been here the longest. From there on out, it became a shut up and listen, do what you are told atmoshere. This is the root cause of every project...A lack of a Continuous Improvement Culture...so herein lies the challenge for leadership. Are your people empowered enough to make change when necessary? Have you taught how to recognize when the need arises? Food for thought.



About the Author: William "Billy" Wilkerson is a Police Sergeant with the Jacksonville Sheriff's Office and 20 Year veteran with the Florida Air National Guard. He is currently assigned to Sheriff's Office Continuous Improvement Division and also supervises the Staff Inspections Unit. The Jacksonville Sheriff's Office has been using Lean Six Sigma to streamline many of its processes for the past several years to much success. Billy has also been assisting with the Florida Air National Guard's rollout of their CPI Program (Continuous Process Improvement). Billy can be found on LinkedIn @ http://www.linkedin.com/in/billywilkerson or by email at 7388wtw@gmail.com .

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Thanks Chief, but you really aren't in charge...The talk that has to happen

Thanks Chief, but you really aren't in charge...The talk that has to happen.

In most organizations there are several layers of decision makers. Each layer has more authority to make decisions than the one before. Military and law enforcement know this to be called, "chain of command."

Several times, I have had a high ranking individual come to me and inquire about starting an improvement project. Sounds simple enough doesn't it? After all, who doesn't want to help someone make a process better? Unfortunately, I am left telling that high ranking person that their authority is too limited for the project to be successful. Being much lower in rank than they are can make this a very intimidating conversation to have, but still very necessary.

When it comes to making improvements, the facilitator has to have total honesty and integrity, which requires being very candid with everyone involved. Without these elements, almost all projects are doomed for failure. As a facilitator, Six Sigma Black Belt, or whatever title you go by in your organization, remember that you work directly for the CEO's best interest. Be careful about getting reeled into the idea that since someone that outranks you wants something done, then you have no choice but to do it. This will eventually lead to your demise and destroy the credibility of your process improvement program.

Speak the truth to all you meet. Let them know who the Champion would be for the improvement they want to make. Have them leave your conversation with the understanding that you will help in any way possible, including setting up a meeting with your agency Champion. Without the Champion's buy in from the inception of the project, you run the risk of failure when new ideas are brought forward that he/she was not ready to pursue. This will in turn tell every member of the improvement team that process improvement doesn't work and was a waste of their time...don't let that happen.

If the Chief, or other high ranking person believes themselves to be the decision maker, take the hard road and inform them why they aren't...your program will thank you.




About the Author: William "Billy" Wilkerson is a Police Sergeant with the Jacksonville Sheriff's Office and 20 Year veteran with the Florida Air National Guard. He is currently assigned to Sheriff's Office Continuous Improvement Division and also supervises the Staff Inspections Unit. The Jacksonville Sheriff's Office has been using Lean Six Sigma to streamline many of its processes for the past several years to much success. Billy has also been assisting with the Florida Air National Guard's rollout of their CPI Program (Continuous Process Improvement). Billy can be found on LinkedIn @ http://www.linkedin.com/in/billywilkerson or by email at 7388wtw@gmail.com .

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Know the Goal...Are you being productive, or are you just busy?

"In the absence of clearly-defined goals, we become strangely loyal to performing daily trivia until ultimately we become enslaved by it." Quote by Robert Heinlein, US science fiction author (1907 - 1988)

Many times I will read a quote and reflect on how much it lends towards a LEAN, process improvement philosophy of leadership and everyday good business. This quote by Robert Heinlein is one of those with which I can definitely identify.

I challenge you to ask yourself, "how many meetings do I go to where I leave still wondering why we had the meeting?" This happens more often than you may think. I will receive several meetings requests a month from several different people, on an array of topics. Something I have noticed is that few meeting requests ever have any notes included about the topic, goals of the meeting, expected outcome or benefits, etc. Or, more importantly to me, why was I invited and what is the expectation from my input?

After reading the quote it is apparent that this is a large phenomena that reaches well beyond my agency. It is most likely in all forms of business around the globe. And yes, it goes well beyond the unclear meeting requests. Lack of clearly defined goals seem to be a constant driver for "busy work." The important piece to this is teaching managers and leadership the difference between being busy and being productive. Trust me, they are not always synonymous.


About the Author: William "Billy" Wilkerson is a Police Sergeant with the Jacksonville Sheriff's Office and 20 Year veteran with the Florida Air National Guard. He is currently assigned to Sheriff's Office Continuous Improvement Division and also supervises the Staff Inspections Unit. The Jacksonville Sheriff's Office has been using Lean Six Sigma to streamline many of its processes for the past several years to much success. Billy has also been assisting with the Florida Air National Guard's rollout of their CPI Program (Continuous Process Improvement). Billy can be found on LinkedIn @ http://www.linkedin.com/in/billywilkerson or by email at 7388wtw@gmail.com .

Search Amazon.com for Robert Heinlein