Transcript Document
Expect the Unexpected: Are We Clearly Prepared? “Balanced Scorecard – Regulatory Style” Jan Robinson, Registrar College of Physiotherapists of Ontario Council on Licensure, Enforcement and Regulation 2006 Annual Conference Alexandria, Virginia Objectives • Reasons for initiative • Vision for Accountability • Building the Scorecard • Success and learning Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 2 Impetus • Culture change • External environment • High performing organization Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 3 • Regulatory organizations are public organizations entrusted to professions • Trust is earned Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 4 One of Four Strategic Objectives • To demonstrate public accountability through performance measurement. Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 5 Value for Public Accountability • By 2007 Effective measurement system indicates College performance meets, exceeds or is “best practice” Staff & Council quickly identify and resolve areas of concern Evaluate & CQI embedded in culture Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 6 Vision for Public Accountability • By 2007, Stakeholders know performance versus targets High level of accountability + higher trust relationships New projects screened for performance impact The College is in a leadership role Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 7 To demonstrate public accountability through performance measurement • Indicators Key measures are identified and monitored regularly Programs set in an evaluation framework Accountability results reported externally Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 8 Project Define what, why and how College will evaluate its performance. Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 9 Tactics • Select evaluation framework and adapt it to regulatory environment • Define and select “programs” • Identify measures that demonstrate public accountability Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 10 Performance Measurement Balanced Scorecard selected 2004 •Type: Navigational – monthly, forward facing, internal focus Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 11 Quadrants of Balanced Scorecard Stakeholder Finance Process Learning & Growth Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 12 Corporate Balanced Scorecard Governance Scorecard Operations Scorecard - Program Scorecard Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 13 Indicator Development • Layers relevant to the role & function – Council - critical few for governance – CEO - higher level / global operations – Manager / Director – program details Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 14 Program Definition and Selection Entry to Practice Quality Management Professional Practice Professional Conduct Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 15 Rapid Scorecard Development • Strategy Map & Definitions • Core processes and current projects • Indicator selection & collection process • Templates for Reporting Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 16 v1 To protect and serve the public interest by ensuring that physiotherapists provide high quality, competent and ethical services Enforce Practice Standards Register Competent Practitioners Assure Quality PT Practice 20 Maximize Business Partnerships Use Resources Effectively 10 Sustain a High Performance Standard Deliver Effective Registrant Resources Demonstrate Public Accountability Ensure High Staff & Board Competence Celebrate Collaboration & Innovation Leverage Technology 45 25 Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 17 Core Processes • Process that is ongoing and relates to input, output and outcomes. • 15 Core processes identified. Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 18 Projects & Activities • Undertaken to close a performance gap • Line up to domains on the strategy map • Weighting and ranking process Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 19 CEO monitors themes monthly • Customer service • Case management • Systems improvement • Fiscal effectiveness • Stakeholder engagement • Program implementation • Staff performance Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 20 CEO monitors monthly • Volumes • Workload trends • Outcomes • Variance Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 21 Examples of CEO Indicators Case management initiation to disposition meets timeline notice time met # appeals College decision upheld on appeal timely posting on public register remediation outcomes Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 22 Examples of CEO Indicators Stakeholder engagement practice advice volume and quality response to registrant material validation (#, satisfaction) % electorate voting # presentations requested / delivered Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 23 Staff report to CEO • Monthly / quarterly • Performance in identified areas • Analysis & recommendation Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 24 Staff report to CEO • What • So What • Now What Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 25 Table Format for Scorecard Indicator Title Definition Target 3 word title What is in / out Rational Score Analy e sis Perform Rational How ance e for we standard standard did What So What Now What Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 26 Operations Scorecard Indicator Title Definition Target Rationale Case Disposition # Green- all Complaint with statutory requirement & high performance of cases closed within established standard for case type / all cases closed in quarter compliant Yellow – 1 area not at standard Score Analysis What: So What: Now What: Red- 2areas not at standard and / or 1 (aggregate area not at view of Exec. standard Registration, QM, 2nd Complaints) consecutive Presented atquarter the 2006 or CLEAR Annual Conference more September 14-16 Alexandria, Virginia 27 Rationale for Setting the Target Statutory requirement Council direction Industry benchmark Standard that reflects a high performance organization Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 28 Color Coding Green – fully compliant with target Yellow – 1 area not compliant with target; some concern Red – 2 areas not compliant; or 1 area not compliant for second quarter; recovery plan required. Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 29 Operations Dashboard Stakeholder INDICATOR Q2 Q3 Q4 Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia Q1 Q2 30 Corporate Balanced Scorecard Operations Scorecard Governance Scorecard Focused on operational activities Focused on governance activities Monthly to CEO & quarterly to Council Quarterly to Exec Com & Council Council receives compiled CEO & staff indicators Council receives all indicators Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 31 Accountabilities Operations Scorecard Governance Scorecard • Council • Council • CEO • President & Exec Committee • CEO & staff • CEO Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 32 Evolution • Commitment to quality improvement • Indicators can change • Targets can change • Active role working in partnership Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 33 Key Success Factors • Key participants must understand performance measurement • Critical few indicators • Right discussion at right level • Tools • Integrate into day to day work life • Buy in Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 34 Definition of Success The College of Physiotherapists is an organization publicly known for its strategic leadership in professional selfregulation. It is governed and staffed by a competent and capable team that thrives in best practice and accountability environment. The College is a model for others and partners are satisfied with its current performance and future vision. Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 35 Definition of Success (cont’d) The College is viewed as fair and cost effective within its mandate. Physiotherapists actively use the College resources in practice; the public consistently recognizes the College as advocating and investing in safe, quality physiotherapy practice. Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 36 Next Steps • Complete one full year cycle • Stakeholder consultation on reporting • Full public reporting Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 37 Learnings • Keep it simple consider key areas already reviewed. • Be flexible • “red is not “bad” • Just get started Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 38 Resources Kaplan, Robert S. and Norton, David – Having Trouble with your Strategy? Then Map it Harvard Business Review September – October 2000 Niven, Paul R. - Balanced Scorecard Step-By-Step for Government and Nonprofit Agencies (2003) CCAF Reporting Principles: Taking public Reporting to a New Level (2002) Institute on Governance – www.iog.ca Ontario Hospital Association – Guide to Good Governance Canadian Policy Research Network (CPRN)- Series of papers on Accountability in Health Care Website: http//www.cprn.org pm2 Performance Measurement and Management Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 39 Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 40 Speaker Contact Information Speaker Name: Jan Robinson, Registrar Organization: College of Physiotherapists of Ontario Address: 375 University Ave. Suite 901 Toronto, Ontario, M5G 2J5, Canada Phone, Fax : 416-591-3828 / 416-591-3834 (fax) E-mail: [email protected] Website: www.collegept.org Presented at the 2006 CLEAR Annual Conference September 14-16 Alexandria, Virginia 41