SUCCESS Framework Key Terms

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Blue Light - Actual time spent working on the critical activity. 

Complete Solution - The strategies, tactics and performance measures necessary to successfully implement an improvement solution

Constraint - Prevents or limits an organization from achieving its goal. Every system has at least one constraint, but not more than a few. Constraints create focus for management time and attention. There are different types of constraints including capacity constraints, customer value constraints and policy constraints.

Core Conflict - A difficult and chronic conflict within an organization that causes poor performance. In order to resolve a core conflict, a solution must be developed that does not compromise competing needs (win-win solution).

Decision Tree A management tool, similar to a logic model, that contains the necessary activities, assumptions and measurements to achieve the goal of a system or organization.  

Functional Assessment of Speed and Time (FAST) Diagram - A type of process map that identifies the largest gaps between work time and wait time (time constraints).

Flow - The pace of work (products, decisions, people, projects) moving through a system to completion. Improving the flow of work is a key improvement strategy to increase system capacity and the quality of work. The less interruptions to flow the more capacity and quality a system can achieve.

Full Kit - A formal list of the requirements needed to complete a task or start a project.

Management Time & Attention - Where leadership places their focus. If leadership is continually focused on the goal of the organization, along with the key strategies and tactics to achieve more of the goal, results will follow.

MindsetViews or attitudes of a person that are shaped by prior experiences, behaviors and choices.

Bad Multitasking - Stopping work on one task in order to start a new one that is not a higher priority.

Operating Expense - The cost of development and delivery. 

Process Measures - Observable indicators of the flow of work in the system on a tactical level. Provides fast and frequent feedback on improvement strategies.

Process of Ongoing Improvement - Continuously focusing and aligning efforts around the system’s critical activity. 

QT/OE - [(Quality x Throughput)/Operating Expense], a basic approach to measuring efficiency and effectiveness that helps management know how a system is performing over time.

Quality - Accuracy, outcomes or effectiveness.

Quality at Source - Figuring out the root cause of frequent problems or errors and coming up with solutions to reduce or completely eliminate the issue. Each process step ensures a standard level of quality before handing work off to the next person or function. 

Seductive 7The Seductive 7 include the following: 1. More money. 2. More technology. 3. More reorganization. 4. More training and communication. 5. More data. 6. More accountability and assigning blame. 7. More strategic planning. The Seductive 7 are often engaged to address service delivery challenges without first evaluating the core problem. 

Standard Work - The agreed upon way or method used to complete a task or function based on the best knowledge available.

Status Measures - Point-in-time snapshots of facts.

Synchronization - Focus on aligning the priorities and work between multiple work functions.

System Goal - Key focus of a team or organization that drives every action and decision. 

System Performance Measures - The public value derived from every taxpayer dollar or QT/OE [(Quality x Throughput)/Operating Expense]. 

Systems Thinking - A management approach that seeks to understand how all of the various functions, processes and activities of an organization work together to achieve a common goal.

Theory of Constraints (TOC) - A management approach that views systems as being limited in achieving more of an organization's goals based on a specific or very small number of constraints.

Throughput - Amount of work completed/people served.

Triage - Assigns a degree of urgency to determine the order or priority of treatment.

Triple Win - The triple win is a win for the customer, the taxpayer and the employee. 

Work in Process (WIP) - Tasks, assignments or projects being worked on simultaneously.