Journey to Excellence Webinar Series Bob Murphy, R.N., Esq. FACHE Senior Leader/International Speaker Studer Group
Top Three Topics Identified Engaging and Motivating Others Fostering Innovation Creating and Developing Goals
Who We Are 2010 Malcolm Baldrige National Quality Award
Why Organizations Do Not Attain/Sustain Excellence Do not achieve critical mass - Lack of balanced approach Leaders do not have the training to be successful Absence of an objective accountability system Dots are not connected consistently to purpose, worthwhile work and making a difference Too many new behaviors introduced at once need of sequenced approach No process in place to rerecruit the high and middle performers and address low performers (HML) Inability to take best practices and standardize through AHLA practice groups Failure to have chairs always do desired behaviors (i.e. the behaviors they want in volunteers)
Execution Framework Evidence-Based Leadership SM Rev 9.1.10 Foundation Breakthrough STUDER GROUP : Objective Evaluation System Leader Development Must Haves Performance Gap Standardization Accelerators Aligned Goals Aligned Behavior Aligned Process Implement an practice groupwide staff/ leadership evaluation system to hardwire objective accountability Create process to assist leaders in developing skills and leadership competencies necessary to attain desired results Agreed upon tactics and behaviors to achieve goals How to recruit and re-recruit high and middle performers How to move low performers up or out Processes that are consistent and standardized Process Improvement Software
Aligned Behavior Must Haves Objective Evaluation System Leader Development Must Haves Performance Gap Standardization Accelerators Aligned Goals Aligned Behavior Aligned Process
Engaging and Motivating Others Rounding
Employee Satisfaction Increase Overall Corporate Services 2010 96.8%tile 98.4%tile Source: South Carolina Hospital, Admissions=25,837 Total beds = 594, vendor = PRC
Rounding on Volunteers Tell your volunteers about rounding Do rounding with the prescribed frequency Use a rounding log Give feedback
Rounding for Outcomes - Volunteers Concern and Care Align Questions to fit Desired Outcomes of the Practice Group What is Working Well People to Recognize Systems to Improve Tools and Equipment Follow-up
Verification: Volunteer Rounding Log What is working well? Other volunteers to recognize? Any systems needing improvement? Do you have the tools and equipment to do the task? Anything else I can do for you right now?
Sample Rounding Stoplight Report
Fostering Innovation Objective Evaluation System Leader Development Must Haves Performance Gap Standardization Accelerators Aligned Goals Aligned Behavior Aligned Process
Competency Phases Unconsciously unskilled (incompetent) Consciously unskilled (incompetent) Consciously skilled (competent) Unconsciously skilled (competent)
Creating and Developing Goals Objective Evaluation System Leader Development Must Haves Performance Gap Standardization Accelerators Aligned Goals Aligned Behavior Aligned Process
Leader Evaluation Results Year 1 80% 73.8% 70% 60% 50% 40% 30% 20% 10% 10.3% 15.9% 0% Meets Exceeds Substantially Exceeds
Leader Evaluation Results Year 2 80% 70% 60% 50% 41% 40% 30% 20% 12% 16% 20% 10% 0% <1.99 2.0-2.74 2.75-3.74 3.75-4.4 >4.44 4% Note: Percentages noted account for 93% of the leaders who have entered data as of 6.7.07.
How do you measure success in these areas? Service Quality People Finance Growth Community
Evaluation Office Manager Sample Page 1 Or, member satisfaction 15% Or, member satisfaction 15%
Evaluation Office Manager Sample Page 2 10%
Evaluation Office Manager Sample Page 3 Or, member satisfaction 20% 20%
Evaluation Office Manager Sample Page 4 Or, new members
Thank You! Call or Write. Bob Murphy, R.N., Esq., FACHE 850-393-4481 bob.murphy@studergroup.com www.studergroup.com