This presentation will provide attendees with information on the practical application of a workflow study as a strategy for improving operations. The presenter will offer a “blueprint” for workflow analysis that supports a Baldrige-driven initiative, demonstrate the methods and tools used, and discuss the importance of collaboration, communication and coordination in achieving the goals of an organization. The steps for getting started, the importance of creating a quality context for a study, and developing buy-in will be discussed.

A case study will be referred to during the presentation. Brethren Retirement Community is a quality-focused continuing care retirement community. The Malcolm Baldrige Criteria for Performance Excellence and the Ohio Award for Excellence were employed as self-assessment tools as Brethren began its quality management journey.

As a pilot, the Grounds keeping and Maintenance Workflow was chosen as a quality initiative within the organization. In a partnership with Workflow Dynamics, Inc., key processes related to this workflow were mapped in order to identify improvement opportunities and cost-saving strategies that would result in improved delivery of services, resident satisfaction scores and employee satisfaction. All stakeholders were involved in the self-assessment, redesign and implementation of the new Grounds keeping and Maintenance Workflow. The new workflow was then mapped out with participants, with new accountabilities and business rules defined.

The presenter will discuss the methodology used to conduct this assessment, which is IDEAS...the program for change, the quality tools incorporated into the process, show the results and discuss how these results are being used to improve the Grounds keeping and Maintenance Workflow at Brethren Retirement Community.

SPEAKER: Jackie Messersmith, Founder and President of Workflow Dynamics

Jackie Messersmith is Founder and President of Workflow Dynamics, which architects exceptional workplaces by enhancing the efficiency of work and the effectiveness of workers. Jackie’s career has been devoted to designing total workplace solutions that increase profitability, productivity, workforce satisfaction and ultimately growth for her clients.

Jackie has conducted a one-day workshop entitled “Work...Force, Place and Flow” featuring Workflow’s exclusive process, IDEAS...the program for change^â, at the Ohio Award for Excellence Quest for Success conference, and has spoken at numerous conferences regarding the process for assessing an organization and implementing workplace change.

Her work has been featured in a quality management textbook written by Dr. James Evans, from the University of Cincinnati, and her articles have appeared in International Facility Management Journal, The Journal of Leadership and Management in Engineering and The Business Courier.

Presentation Link