Experience

Description

Identifying lessons learned and facilitating the Change Action Teams to fine tune the Process need to be ongoing activities. Additionally, celebrating successes during the Improvement activity is imperative. All stakeholders need to see the value of the changes and celebrate the stages of change.

This diagram illustrates the tasks associated with the Experience activity.

Procedures

Purpose

The goal!

To continue to listen and acknowledge issues as they arise in the deployment effort.

Why do it?

Understanding and acknowledging issues ensures a shared focus on the reason(s) for the status of the symptoms. The fact is “if you don’t agree on the issue, then you won’t agree on the solution.”

What to do:

Listen to Team members by meeting with them on a regular basis and acknowledge the issues being raised.

Some of the issues may be cross-linkages from other processes. If cross-linkages are causing breakdowns, then the Sustaining Team should conduct a focus group to identify where the breakdowns are occuring and how they can be resolved.

Decision:

Has enough information been generated to move forward?

Responsibility

Team Leader

Team Members

Team Facilitator

Before you begin

Deployment Team Charter created

Procedure
 

Step Action
1 Press ALT + TAB to the Deployment Team Charter.

Result: You move between your browser and framing document.  
2 Scroll to the Team Meeting Schedule frame.
3 Be certain that regular meetings are scheduled and that a desired result is identified.
4 Scroll to Team Work Plan frame and document any new action items that may be discussed during the Team meetings.
5 Identify Change Action Team Members for accomplishing actions and add them to theTeam Member frame.
6 As necessary, insert frames at the bottom of the Deployment Team Charter for brainstorming, problem solving, etc…
Tools/Resources
Deployment Team Charter

Purpose

The goal!

To identify minor changes that need to be made to the Process prior to completing the Process Improvement activity and assign a Change Action Team to make the changes.

Why do it?

Assuring that all possible changes have been identified prior to final deployment and sustaining of the Process will assure a more stable deployment.

What to do:

Identify Change Action Teams to research final changes to the Process.

Decision:

1) Have all changes been identified?

2) Are Team members available to research and make changes to the Process?

Responsibility

Team Leader

Team Members

Team Facilitator

Before you begin

Change Action Team members identified

 

Procedure
 

Step Action
1 Create an individual Agenda for each Change Action Team meeting to assure Team members are aware of their responsibilities.
2 Press ALT + TAB to the Deployment Team Charter.

Result: You move between your browser and framing document.
3 Scroll to Change Action Team Work Plan frame and type:

·         Each action to be researched

·         By who

·         By when
4 Scroll to the Process Scope frame and document any other identified changes.

 

Tools/Resources
Deployment Team Charter

Purpose

The goal!

To make minor changes to the Process prior to final deployment.

Why do it?

Making changes to the Process prior to final deployment will allow the Sustaining Team to focus on continuous improvement and not tweaking the new Process for minor changes.

What to do:

Once the Change Action Team has researched the changes requested by the end users, then the Process and Portal modifications are implemented.

Decision:

1) Have all changes been researched?

2) Are modifications assigned for implementation?

Responsibility

Team Leader

Team Members

Team Facilitator

Before you begin

Changes have been researched by Change Action Team

Procedure
 

Step Action
1 Press ALT + TAB to ProCarta.

Result: You move between your browser and the Process Control Plan.  
2 Make updates as appropriate in the Task Guidelines, Attachments or other appropriate sections.
3 Press ALT + TAB to the Deployment Team Charter.

Result: You move between your browser and framing document.  
4 Scroll to the Change Action Team Work Plan frame.
5 Track changes and action status and notify impacted end users of the changes.
Tools/Resources
Deployment Team Charter

Purpose

The goal!

To acknowledge all the work done to improve the Process and celebrate the succcess.

Why do it?

Recognizing the accomplishment of a Process Improvement Activity and celebrating the success of the deployment creates an end to the effort and kicks off the continuous improvement activity.

What to do:

Acknowledge all stakeholders and participants for their efforts during the Process Improvement Activity. Celebrate the closure of the implementation with an event.

Decision:

1) Have all stakeholders been recognized?

2) Is an event scheduled?

Responsibility

Team Leader

Team Members

Team Facilitator

Before you begin

Implementation is complete

Teams have concluded their modifications

Procedure

Step Action
1 Click AgendaTEC Generic Agenda Template in Tools below.

Result: A generic Agenda document opens.
2 Scroll to the Meeting Logistics frame and identify the date, time, and location for the event.
3 Using both Team Charters, identify who should be involved in the celebration event.
4 In the Participants frame, type their names.
5 Populate the rest of the meeting agenda with the identified celebration activities.
6 Click FrameTEC Generic Framing Template in Tools below.

Result: A generic Framing document opens.
7 From the menu bar, select FrameTEC, 7 Execute, and insert an Action Plan frame.
8 Type who will be responsible for what actions in planning the celebration event.
9 Copy the Action Plan frame into the Agenda.

 

Important: If you need further instructions on how to copy and paste, go to the next procedure, Copying and Pasting Ideas.
10 Communicate the celebration event information to participants.

Copying and Pasting Ideas

Step Action
1  To copy, highlight the entire frame and press CTRL+C.
2  To paste, place the cursor under the last frame and press CTRL+V.
Tools/Resources
AgendaTEC Generic Agenda Template
FrameTEC Generic Framing Template

Purpose

The goal!

To gain agreement from the project sponsor(s) that the new process has been successfully implemented.

Why do it?

To ensure that all affected people have been briefed and trained on the new process.

To ensure that Process Owners and Resource Owners are in agreement with the project results.

To indicate that the process improvement has been made successfully, meeting the objectives of the plan.

What to do:

Verify that the project is complete, including briefing and training of people affected by the new process.

Create the Project Closure Document.

Present the Project Closure Document for signature by the project sponsor(s).

Decision:
1) Has the new process been successfully deployed, according to plan?
2) Have all people affected been briefed and trained on the new process?
3) Is there a sign-off on the Project Closure Document?

Purpose

The goal!

To educate the team and to provide clear direction for the Analyze activity which includes:

What needs to be done

How it needs to be done

The support required

Why do it?

This activity helps to organize the team proactively and prepare them for the coming analysis work.

What to do:

Using the Analyze training module as a basis for educating the Process Improvement Team:

Modify the training Agenda.

Prepare to educate the team on the procedures and tools of the Analyze activity.

Using the process scope section of the Team Charter, select a section of process work to demonstrate what needs to be done and how to do it.

Decision:
1) Does the team understand how to implement the procedures and tools in the Analyze activity?
2) Does the team have an example specific enough to the process scope for them to continue through the analysis activity for the remaining processes?

Before you begin

All preceeding activities of the Experience phase are complete

Links

Monitor Presentation

Monitor Activity Agenda

 

Roles and Responsibilities

Roles
General Responsibilities
Leader The Team Leader provides the necessary support and guidance that will enable the team to progress successfully through the process improvement tasks and achieve the desired end results.

 

  • Provides content direction throughout the improvement effort to keep the team focused, on track, and continuously moving forward to achieve process improvement
  • Sets each session up for success (50% of the session’s success results from up front planning)
  • Creates a safe environment for participation
Facilitator The Facilitator provides support to the design team and the process owner by preparing documentation, leading review sessions, and coordinating information flow between various groups involved in the implementation process
Member
  • Execute communication plan
  • Execute training plan
  • Monitor process implementation
  • Fine tune the design
Process Owner
  • Ensure information flow & decision between the implementation team & the management teams. (steering & executive)
  • Facilitate change action teams
  • Recognize & celebrate successes
  • Monitor new process measures & prepare for next change
Resource Owner
  • Manage people & their organizations through changes
  • Listen & acknowledge change concerns
  • Nominate change action team members
  • Recognize & celebrate successes
  • Implement new process measures
Process Council
  • Manage people & their organizations through changes
  • Listen & acknowledge change concerns
  • Nominate change action team members
  • Recognize & celebrate successes
  • Implement new process measures