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E-paper May 2011
We are proud to present this edition of our E-Paper. We will update you with the latest products, exciting projects and inspiring events. In this edition:
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Implementation in St. Paul’s Hospital
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Demolition in Coquitlam
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The Process Pros supports the 3rd Canadian Quality Management Congress
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Current Dutch Project; the Top 600 in Amsterdam
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Coming soon, the Dutch team of De Processpecialisten will visit Vancouver
We welcome any questions you may have. Please contact Erik F Steketee.
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Implementation in St. Paul’s Hospital
We have been working with Providence Health Care on the implementation of the Medication Reconciliation System. It is a systematic process in which healthcare professionals partner with patients to ensure an accurate and complete transfer of medication information at the interfaces of care, and it is a Required Organizational Practice set by Accreditation Canada. But how can you implement such a process in a time efficient and effective way? A hospital is a 24/7 organization with constant staff turnover, related to being a teaching hospital. We have found that face-to-face communication has proven successful to achieve desired results, but it is a very time consuming and costly method. So we have looked for a different strategy to communicate and train prior to implementation, instead of supporting afterwards. As hospital staff tends to get swamped by projects, restructuring, new guidelines or procedures, we used a process game about implementation to look for possible solutions. We concluded that more effective instruments could be used to support professionals during the process of implementation if we take into consideration what kind of information people need. Some need details, others need a bird’s eye view, others want to know technical medical improvements, and others want to know how patients benefit. With all of these diverse interests, we created a portfolio of instruments to effectively implement a systematic process within Providence Health Care.
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Demolition in Coquitlam
We also evaluated the demolition process of the City of Coquitlam. We conducted a process simulation in which some of the staff acted like a customer and some acted as employees of the City. We simulated the real life demolition process, and identified some challenges to efficiently running the process. Customers often do not realize the information needed to receive a demolition permit, and therefore become unsatisfied with what they often view as a lengthy process. In our workshop, we found ways to simplify the demolition process so that customers can get a permit in a timely manner.
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The Process Pros supports the 3rd Canadian Quality Management Congress
The Congress will take place in Winnipeg from June 25th until June 27th. The Process Pros will present a paper entitled “Customer Focus in Banking, Maintenance and Health Care”. The paper was written by David Byres (Vice President of Acute Clinical Programs and Chief of Professional Practice & Nursing, Providence Health Care) and Erik F Steketee (President of the Process Pros).
We have evaluated three projects. One project was conducted in Canadian health care, the second was done with the securities business unit of a Dutch bank, and the third project concerned a maintenance department of a Dutch waste-to-energy company. We have compared the challenges in the value streams of patients’ medication delivery, securities, and technical maintenance. We have evaluated three completely different sectors, cultures, and consumer behaviours, through which we have established a commonality for process management and customer focus.
Findings
The paper illustrates how process management can be used successfully as a methodology for creating significant process improvements, and contributing to customer focus.
Although sectors, cultures and consumers are different, we have found a commonality to successfully implement process management with higher levels of customer satisfaction. This consists of three factors:
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The voice of the customer must be dominant in creating a shared interest
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A logistical approach is needed for breaking the silos
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Accountability for customer satisfaction must be set as clear and as low possible in order to reach maximum alignment to customers’ interests
http://www.canadianqualitycongress.com/
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Current Dutch Project; the Top 600 in Amsterdam
A new mayor was officially sworn into Amsterdam on July 7th, 2010. Mayor Eberhard van der Laan is responsible for Public Order and Safety, Integrated Security Policy, Regulation and Harbours, General Affairs, Communication, Legal Affairs and City Administration. One of his priorities is the Top 600, which is the 600 most active prolific offenders of Amsterdam. The police and the Justice department have agreed on a project to reduce criminality by means of setting priorities to catch and penalize offenders more effectively than before, as well as giving psychiatric care when needed.
De Processpecialisten work with the City on the project, in which the family and especially the younger brothers and sisters of the prolific offender get extra care to make sure that they will not follow the same career track as their elder sibling. A specialized team of juvenile workers and family managers has been made operational. We work 24/7 and are very active since the day of arrest is also the day to start care. Although the team has adopted a tailored approach to each case with a broad continuum of instruments, the process itself is standardized to make it more effective.
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Coming soon, the Dutch team of De Processpecialisten will visit Vancouver
It is with great enthusiasm and optimism that we present to you our Dutch team of De Processpecialisten, in Vancouver from July 3rd to July 10th, 2011! The purpose of our visit is twofold. Firstly, the Dutch team is extremely excited to visit their Canadian sister company, the Process Pros. And secondly, they are eager to connect with the esteemed clients of the Process Pros, and they can’t wait to share experiences from their European practices with their Canadian colleagues and clients.
During our visit in July, we will conduct some demonstration workshops with our existing and potential clients. We have kept our schedule open and flexible in order to cater to any suggestions and requests that our clients, and other professionals like you, may have. So, if you are interested in doing a project with us, are curious about our methodology and demonstration workshops, or if you would like to exchange insights on any topic, please let us know! We will be happy to accommodate you. Along with our flexible schedule, we also want to ensure that financial restraints are not a barrier to us connecting with you, and thus we are offering the demonstration workshops free of charge, and we have discounted fees for our projects.
We cordially invite you to meet with us this July, and we look forward to hearing from you soon!
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