Using Behavioral Nudges to Facilitate Adoption of Lean Tools: Learning from the Voice of the Customer

Abstract Information: EPA’s Office of Continuous Improvement (OCI) is responsible for coordinating the agency-wide implementation of a program that “uses Lean principles and tools, paired with routine monitoring, measurement and engagement to identify problems, solve problems, and sustain improvements.” New flexibilities in the continuous improvement program have resulted in a shift toward creative and innovative strategies to encourage greater adoption and implementation of continuous improvement tools. One such approach is the introduction of behavioral experiments to determine the extent that a “nudge” might prompt the uptake and use of lean tools. Over a six-month period, OCI conducted a behavioral experiment with a core training curriculum. The experiment was designed to test a behavioral “nudge” and an interactive training approach. The goal of the pilot test was to understand how different behavioral interventions can improve participant engagement, learning outcomes and prompt actions – specifically the use and application of lean tools. The experiment tested several nudges and an interactive training component. This session will describe the outcome of the behavioral experiment and lessons learned. In keeping with the conference theme, we will explore a key voice that is critical in the field of Lean and continuous improvement: the voice of the customer. The amplification of the customer’s voice provided critical insight into what was initially thought to be null results. Hearing from training participants brought an important perspective that reinforced a core value and practice in the field of continuous improvement.