Value of Mentoring

Program Advancement with Continuous Process Improvement

The Bureau of Quality Assurance and Improvement (BQAI) manages several critical components within the NH Department of Health and Human Services. Jill Fournier (photo above), a Lean Black Belt, a Quality Assurance Nurse has been with the Department of Health and Human Services for over 20 years. Jill has been offering “Lean learning bits” since her 2015 graduation of the Lean Black Belt from the NH Bureau of Education and Training. She began slowly introducing Lean principles to the BQAI in 2015 and now routinely provides training, mentoring, and coaching as her colleagues evolve with their skills.

Trainings are provided during staff meetings with a short formal presentation followed by an interactive activity to reinforce learning. To date, approximately 20 staff have been trained in Lean 101, A-3 System Thinking, the 5 Whys, and Plan Do Study Act (PDSA) cycles. Jill has received positive feedback from numerous staff and plans to continue promoting Lean thinking in a variety of ways. Jill shares “It has made a tremendous difference in our Bureau by helping to standardize processes; reduce cycle times in data collection and data utilization; and improve data integrity.”

                                                       

Mary Fields, Michele Harlan, and                                                                      Susan Knight, Patrick McGowan,

Paul Lakevicius work through an exercise                                                        and Jen Batchelder complete a round of

for the PDSA cycle                                                                                                  the PDSA including documentation

 

To learn more from Jill about mentoring application and program development contact her directly at Jill.Fournier@dhhs.nh.gov

For more information about Lean in NH visit http://lean.nh.gov/

Graduate Studies and NH Lean Credits

Edith Chiasson, Lean Black Belt, is a 2019 MPA Graduate Candidate for the UNH Carsey School of Public Policy Master of Public Administration program.  She earned her Lean Black Belt certification through the State of New Hampshire’s Bureau of Education and Training in 2016 and is a member of the State of NH Lean Executive Committee.

Edie shares, “The study of Lean adds value to public service initiatives by acquiring effective process improvement tools complementing the leadership, program evaluation, budgets, planning, personnel, collective bargaining, and policy analysis tools offered as part of the University of New Hampshire’s Master of Public Administration program. Lean management techniques align with public policy implementation, using innovative process improvement to support purpose-filled missions and value-driven cultures. Lean methods and tools are carefully designed to reduce process challenges and improve customer service at every level in our government.”

Edie is currently employed as the Audit Supervisor at the NH Lottery Commission and is using Lean approaches as a system of evaluating effectiveness and efficiency in current policy and procedures to uphold reasonable administrative costs to support and advance the agency’s mission. Edie has also provided leadership and Lean Coordinator support to initiate a pilot mentoring program, onboard newly trained facilitators, and more.

For more on how Edie has integrated Lean into everyday work, contact her directly at Edith.Chiasson@lottery.nh.gov or 603-271-7151.

Congratulations Edie on your upcoming academic achievement and for being a constant champion of continuous process improvement!