The Foundation of Continually Improving

We identified 4 opportunities to close the gap between our current and future state. Last time we worked with the Rebuilding Center staff, 3/14, we got some feedback about how some of their outcomes are improving.

The first opportunity we worked on was titled ‘guest education stations’. If you’ve popped into RBC lately a new signboard greets you with all of the supplies you need to shop; tape measure, pencils, hold tags, tape and other info about RBC. Remarks from Leif, assistant manager, is that guests are using more hold tags and coming to us staff less often with questions. This in turn has freed their capacity to tend to the work that requires their expertise. To sustain these gains, Pete, volunteer coordinator, made up a checklist to be used at the start of the day with a cart to stock the stations. There are many volunteers at RBC in addition to staff, so now staff do not need to manage the stocking – a volunteer does it and has instructions to refer to if they need.

The foundation is in place for the continually improving engine – good outcomes and engaged staff doing their own improvement!

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