Stories and Tools for Reflecting on and Reducing Failures

Session focus: 

Coaching, daily problem solving, visual communication, facilitation

Sharing lessons learned can be incredibly discomforting, especially in public. But it can also help us to process why things worked and didn't and our role in producing such an undesirable outcome. We will start by sharing a series of lessons learned practicing Lean in the San Francisco Human Services Agency for the past 3+ years. Participants will then hear a reflection from San Francisco’s Lean Team on their recent Lean partnership with the Recreation and Parks Department. These stories include false starts in championing Lean and other ineffective experiments in government. Participants will then be invited to tell their stories of muddling through Lean in the public sector. We will reflect on these stories using a framework drawing on research from social work (Dr. Brené Brown) and organizational psychology (Dr. Adam Grant). While acknowledging the value of engaging with failure, this session is also designed to help participants avoid certain kinds of mistakes leading Lean projects. To this end, participants will practice a technique tied to project challenges they're currently facing or expecting to face known as a “premortem.”

Target Audience: 

Employee, Supervisor, Executive

Presenter(s): 

Marc Hébert
Design Anthropologist
San Francisco Human Services Agency, Innovation Office and City and County of San Francisco Controller’s Office – City Performance Unit

Marc Hébert is a Design Anthropologist for the City and County of San Francisco. He works in the Human Services Agency, which helps residents who are experiencing poverty and abuse. Marc manages the Agency's Innovation Office with the aim of improving how clients and employees experience service delivery. He co-creates and implements strategies to improve service delivery in digital and non-digital spaces. His practice of service design blends Lean Process Improvement, visual facilitation, and user experience (UX) research, among other tools. He facilitates “Rapid Improvement Events” and champions “Just Do Its” (shout out to Denver Peak Academy for training Marc in Lean). He has a Ph.D. in Applied Anthropology from the University of South Florida and is a former Code for America fellow.

Jenessa Rozier
Performance Analyst
San Francisco Human Services Agency, Innovation Office and City and County of San Francisco Controller’s Office – City Performance Unit

Jenessa Rozier works on the operational and financial processes that support the City Performance Unit. Her project portfolio has ranged from performance measurement, facilitation, and Lean. As a member of the City Performance Lean Team, Jenessa has helped to develop the curriculum for training City employees on Lean process improvement, and enjoys empowering line staff to make incremental, powerful changes to their daily work. She hopes the Lean Team can create a culture within City government for continuous improvement, and that all City employees feel ownership and pride for the work they do every day.

Kyra Sikora
Performance Analyst
San Francisco Human Services Agency, Innovation Office and City and County of San Francisco Controller’s Office – City Performance Unit

Kyra Sikora works on a wide variety of process improvement, public health, and social service projects as a Senior Performance Analyst in San Francisco’s City Performance Unit. Kyra coaches and trains City employees to improve their daily work using Lean tools as a member of the City Performance Lean Team. Kyra is a firm believer in the Lean-inspired idea that continuous improvement and small, incremental changes to processes can result in greater efficiency and happier city employees.