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MUSC Excellenc
e
University Excellence
101
Getting Connected
Starting to
Climb!
Ever wonder what separates
the CAN DO people
From the
CAN’T DO?
No one said the climb is
easy!
Downright scary for the inexperienced!
Why have you chosen to do what you do?
What is an example of the last time you knew you had purpose in
your work?
GETTING CONNECTEDMUSC Excellence
Aligning your Strategic Plan into Pillars across five critical success factors
Our ServiceOur QualityOur PeopleOur FinancesOur Growth
Do we have a proper balance?
ServiceService
Increase Patient Increase Patient SatisfactionSatisfaction
Reduce TurnoverReduce Turnover
Goal = 11.0%Goal = 11.0%May = 8.4% May = 8.4%
Decrease Decrease Mortality IndexMortality Index
Goal = .80Goal = .80
Current = .80Current = .80
Operating MarginOperating Margin
Goal = 3%Goal = 3%
Current = 1.6%Current = 1.6%
Maintain supply Maintain supply expense per expense per
adjusted adjusted dischargedischarge
Goal = 40Goal = 40thth
Current = 75thCurrent = 75th
Increase Increase Inpatient Inpatient
AdmissionsAdmissions
Goal = 7.0%Goal = 7.0%
Final = 0.0 %Final = 0.0 %
Increase Increase Outpatient Outpatient
VisitsVisits
Goal = 7%Goal = 7%
Current = 7.3%Current = 7.3%
PeoplePeople QualityQuality FinanceFinance GrowthGrowth
MUSC ExcellenceMUSC Excellence
Ambulatory Care Ambulatory Care Goal = 75th %ileGoal = 75th %ileFinal = 77th %ileFinal = 77th %ile
FY07-08 GoalsFY07-08 Goals
Main HospitalMain HospitalGoal = 75th %ileGoal = 75th %ile Final = 79th%ile Final = 79th%ile
Children’s HospitalChildren’s HospitalGoal = 80th %ileGoal = 80th %ileFinal = 76th %ileFinal = 76th %ile
IOP InpatientIOP InpatientGoal = 75th %ileGoal = 75th %ileFinal = 64th %ileFinal = 64th %ile
IOP OutpatientIOP OutpatientGoal = 75th %ileGoal = 75th %ileFinal = 87th %ileFinal = 87th %ile
Increase Increase Employee Employee
SatisfactionSatisfaction
Goal = 67.3Goal = 67.3
Final = 68.4Final = 68.4
Increase Increase Physician Physician
SatisfactionSatisfaction
Goal = 69.8Goal = 69.8
Current = 71.1Current = 71.1
Maintain labor Maintain labor expense per expense per
adjusted adjusted dischargedischarge
Goal = 40Goal = 40thth
Current = 62ndCurrent = 62nd
ServiceService
Increase Patient Increase Patient SatisfactionSatisfaction
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
PeoplePeople QualityQuality FinanceFinance GrowthGrowth
BEFORE MUSC ExcellenceBEFORE MUSC Excellence
2004 2004
GoalGoal
MUHA Goals - SAMPLEMUHA Goals - SAMPLE
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
ServiceService
Employee Sat: Employee Sat: General General
communication communication from supervisor is from supervisor is
timely/relevanttimely/relevant’’07 Actual = 69%07 Actual = 69%’’08 Goal = 75%08 Goal = 75%
’08 Actual = 77.6% ’08 Actual = 77.6%
Customer Customer Satisfaction: Satisfaction:
Deliver Quality Deliver Quality products/servicesproducts/services
’’08 Goal=65% 08 Goal=65% ’’08 Current=84%08 Current=84%
Target a 5% Target a 5% improvement in improvement in key productivity key productivity
benchmarks benchmarks across the across the
DivisionDivision
Improve Improve Employee Employee
Understanding of Understanding of how key how key
measures tie to measures tie to Division goalsDivision goals
’’07 Actual = 54%07 Actual = 54%’’08 Goal = 6008 Goal = 60hh
’’08 Actual = 70%08 Actual = 70%
Employee Employee Satisfaction:Satisfaction:
Believes MUSC Believes MUSC Excellence is Excellence is
making positive making positive differencedifference
’’07 Actual = 48%07 Actual = 48%’’08 Goal = 60%08 Goal = 60%
’’08 Actual = 70.8 %08 Actual = 70.8 %
Employee Employee Satisfaction:Satisfaction:Department Department
provides adequate provides adequate ongoing training to ongoing training to
perform jobperform job’’07 Actual = 59%07 Actual = 59%’’08 Goal = 65%08 Goal = 65%
’’08 Actual = 67%08 Actual = 67%
PeoplePeople QualityQuality FinanceFinance GrowthGrowth
Finance & Administration Finance & Administration FY 08 Pillar GoalsFY 08 Pillar Goals
Employee Employee Satisfaction: Satisfaction:
Supervisor talks Supervisor talks regularly about regularly about
customer service customer service goalsgoals
’’07 Actual = 57%07 Actual = 57%’’08 Goal = 65%08 Goal = 65%
’’08 Actual = 74.3%08 Actual = 74.3%
Customer Customer Satisfaction: Satisfaction:
Response Response Timely/EffectivelyTimely/Effectively
’’08 Goal = 65% 08 Goal = 65% ’08 Current = 84%’08 Current = 84%
Employee Sat: Employee Sat: Supervisor has Supervisor has spoken about spoken about
diversity diversity initiativesinitiatives
’’07 Actual = 57%07 Actual = 57%’08 Goal = 65%’08 Goal = 65%
’08 Actual = 7l.6%’08 Actual = 7l.6%
Employee Sat: Employee Sat: Good Good
performance is performance is recognized in our recognized in our
departmentdepartment’07 Actual = 51%’07 Actual = 51%’08 Goal = 57%’08 Goal = 57%
’08 Actual = 65.8%’08 Actual = 65.8%
University Pillar Goals People: Create an environment that is conducive to high morale and
productivity – reinforcing that MUSC is the right place to be!
Service: Provide high quality services to students, alumni, patients, families, each other and our community with compassion, respect, dignity and pride.
Quality: Achieve the highest standards of excellence in education, research, and clinical and community service.
Growth: Create new and expanding opportunities, emphasizing collaborative partnerships internally and externally, that benefit our research, educational and clinical enterprises.
Financial: Maintain fiscally sound practices that will sustain our ability to operate and grow in all areas of our strategic mission.
Service
Collaboration Goal: Each Academic Unit will define
its current Statewide/National/
International Collaborative Initiatives and goals by March 1,
2009
These will include HSSC, COEE and educational
outreach objectives
Achieve Pass Rate on licensure, credentialing, or
board exams of 96%
Determine Key Sustainable Financial
Metrics for each academic unit by Feb
15, 2009
Budget to Actual
Goal = 95% to budget
Graduating Student perception of inter-
professional cooperation increase 3%
People Quality FinanceGrowth
MUSC Excellence
Develop needed pulse/baseline survey measures of goals by
Dec 08, and permanent metric tools by June 09
Graduating students believe they made the
RIGHT choice in selecting MUSC at __% or higher or
would choose this experience again
Current students believe they are receiving a high quality education at __%
or higher
Faculty made right choice in selecting MUSC at ___% or
higher
Define stewardship to our respective communities
and identify measures by October 2008
Implement Student, Faculty Staff and
Alumni Perspective Surveys by July ‘09
Achieve 95% graduation rate within
each program
Achieve E-Value score of 4.2 or higher for ‘students satisfied with faculty
eff. as teacher’
___% of Staff pleased to be working at
MUSC
Faculty & Staff ‘believe their environment is conducive to performing high quality research and scholarship at __% or higher
Achieve Service Satisfaction rate of __% or higher in each aspect of
the University
Achieve top 50% ranking for total
funding of research as compared to ‘peer
institutions’
Achieve __% patient satisfaction or higher in faculty clinical practice
settings
___% faculty, staff, & students evaluate
‘MUSC’s culture as valuing diversity
Develop a process by which strategic goals
will be linked with clearly identified
institutional resources prior to February 2009
As we begin our pursuits in Excellence – we will be striving to reach or exceed the top quartile in most key areas (some yet unmeasured as indicated below). Once benchmark data are available, we will establish step goals to move us upwards at all times.
MUSC Excellence9 Principles ~ 6 Must Haves
1. Commit to Excellence
2. Measure Important
Things
3. Build a Service Culture
4. Develop Our Leaders
5. Focus on Employee
Satisfaction
6. Build Accountability
7. Align Behaviors with
Goals & Values
8. Communicate to ALL
9. Recognize & Reward
1. Perform follow-up customer
calls (3)
2. Develop Key Word
standards throughout (3)
3. Rounding for Results (5)
4. Hire Right (6)
5. Do Leadership Evaluations
(7)
6. Do ‘Active Appreciation’ (9)
Standards of Behavior
Signing Signing
your your
Commitment
Commitment
Standards of Behavior
KEY KEY
WordsWords
Consistent AgendasConsistent Agendas
Can we align all meeting Can we align all meeting agendas at MUSC around agendas at MUSC around
the same five pillars of the same five pillars of excellence?excellence?
Do you see the HUGE benefits of this?
Begin withBegin with WINS
What is a What is a WIN??
Why begin with them?Why begin with them?
Let’s start today!Let’s start today!
Evaluating our LeadershipAlign with Goals & Behaviors
Premise: All leaders/Managers should be Premise: All leaders/Managers should be evaluated according to goals aligned with evaluated according to goals aligned with each pillareach pillar
Example: Under “Our people”, a goal might be to reduce employee turnover in our Division by 5 percent.
ServiceService
Increase Patient Increase Patient SatisfactionSatisfaction
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
PeoplePeople QualityQuality FinanceFinance GrowthGrowth
BEFORE MUSC ExcellenceBEFORE MUSC Excellence
2004 2004
GoalGoal
MUHA Goals - SAMPLEMUHA Goals - SAMPLE
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
2004 2004
GoalGoal
Leader Evaluation Results
15.9%
73.8%
10.3%
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
1 2 3Meets Exceeds Substantially Exceeds
2424
5%
12%
48.0%
28.0%
7.0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Leader Evaluation Results
< 1.99 2.0-2.74 2.75-3.74 3.75-4.4 > 4.4
Leadership Evaluation: Leadership Evaluation: ExampleExample
PillarPillar Goal & ResultGoal & Result ScoreScore
9.0 = 59.0 = 5 7.0 = 4 7.0 = 4 Result 5.0 = 3 5.0 = 3 7.2 3.0 = 23.0 = 2 0.0 = 10.0 = 1
WeightWeight x x ResultResult
= =
Peo
ple
To Increase faculty satisfaction by 8%
Weight = 15%
ScoreScore
(Ex: .15 x 4 = .6)
Create and Develop HighHigh, Medium, , Medium, LowLow Performers
Identify high, medium, low performers
Re-recruit the high performers (keep them!)
Move the medium performers up to high
Move the low performers up or out
Movement of H-M-L Performers Movement of H-M-L Performers
M
H
L
H
M
L
Gap is uncomfortable
H
M
Gap is intolerable
L
EX
CELLEN
CE
‘Rounding for RESULTS’
Who came up with this term…Rounding?
What exactly is it supposed to accomplish?
If you’re saying “I’m already doing this” -- you’re not alone
Rounding for Results
As you start Rounding…
it can be slippery!
Principles are transportable.
Our collective challenge is to figure out HOW…
- MUSC Faculty Member
Attitude is everythingAttitude is everything
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