Transcript Keep the Flywheel Turning

2010
Keep the Flywheel Turning
It’s Time to Go for the Gold
Mary Bostwick
Baldrige National Quality Program
Jon Frantsvog
Benedictine Health System
Ed McMahon
Golden Living
2010 ACHA/NCAL Quality Symposium
February 9-10, 2010
Baltimore, MD
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Responding to Process
Criteria Requirements
HOW?
Approach
 Deployment
 Learning
 Integration

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Approach
Systematic
Appropriate
Effective
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Deployment
Work Units
Facilities
Locations
Leadership
Management
Supervision
Front line employee
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Learning
Fact based evaluation and
improvement cycle
Benchmarking
Sharing of ideas
Analysis
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Integration
Plans
Processes
Measures
Resource Decisions
Results and Analysis
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Integration
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Responding to
Results Items
Levels
Trends
Comparisons
Integration
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Levels
Numerical Information
Meaningful Scale
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Trends
Direction and rate of change
Minimum of 3 data points
Time period
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Comparisons
Comparisons
Competitive data
Benchmarks
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Integration
Areas of importance
Valid indicators of future
performance
Harmonized across processes
and work units
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How to Develop the Gold
Award Application
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How to Use the
Feedback from the
Examination Process
Baldrige National Quality
Program
2010
Keep the Flywheel
Turning: It’s Time for Step
III To Go for the Gold
How To Use
Examiner
Feedback
Baldrige National Quality
Program
2010
Keep the Flywheel
Turning: It’s Time for Step
III To Go for the Gold
What’s In Your
Feedback?
Possibly a summation statement
Strengths
OFI’s (Opportunities for
Improvement)
Baldrige National Quality
Program
2010
Keep the Flywheel
Turning: It’s Time for Step
III To Go for the Gold
How To Use Examiner
Feedback
You Asked For It,
You Paid For It,
Why Not Use It!
Baldrige National Quality
Program
2010
Keep the Flywheel
Turning: It’s Time for Step
III To Go for the Gold
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Baldrige National Quality
Program
2010
Keep the Flywheel
Turning: It’s Time for Step
III To Go for the Gold
You Know Your
Organization!
The Examiners Do Not!!
• We Can Only Use Our Best
Understanding
Your feedback may contain
information that looks
wrong, your feedback may
contain information that is
wrong!
Although we strive for “perfection,”
we do not achieve it in every
Baldrige National Quality
Program
2010
Keep the Flywheel
Turning: It’s Time for Step
III To Go for the Gold
Celebrate and Build Upon Your
Strengths
• Your Strengths Are Where
You Have The Fastest Path
to World Class Performance
& Competitive Advantage
Share Your Strengths Across
Your Organization
• They Are a Strong
Foundation For
Organizational Learning
Baldrige National Quality
Program
2010
Keep the Flywheel
Turning: It’s Time for Step
III To Go for the Gold
Use Feedback In Your Strategic
Planning.
Prioritize Your Opportunities
For Improvement – You Can’t
Do Everything At Once
Share Your Strengths Across
Your Organization
• They Are a Strong
Foundation For
Organizational Learning
Baldrige National Quality
Program
2010
Keep the Flywheel
Turning: It’s Time for Step
III To Go for the Gold
“What” is not “How”
How
The term “how” refers to the
systems and processes that an
organization uses to accomplish its
mission requirements.
Baldrige National Quality
Program
2010
Keep the Flywheel
Turning: It’s Time for Step
III To Go for the Gold
Feedback Is Not:
Comprehensive or
Prescriptive
Your feedback likely will not
cover all criteria, and some
areas may be more
comprehensive than others.
Use the ideas and themes of
your feedback to help your
entire application.
Baldrige National Quality
Program
2010
Keep the Flywheel
Turning: It’s Time for Step
III To Go for the Gold
We work in LTC, too!
(a blessing or a
curse?)
• We want you to be a better
organization!
• We want you to have a better
application!
• We want you to receive an
award!
Baldrige National Quality
Program
Going for the Gold
So what do I have to do
now?
Preparing the Application
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Baldrige National Quality
Program
2010
2009-2010 Health Care
Criteria For
Performance
Excellence
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Read the AHCA
Gold Award
Instructions
Read the current
Baldrige criteria
Understand the
criteria –read the
glossary and Notes
Answer the criteria
Baldrige National Quality
Program
2010
When should I begin
putting it all together?
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Earn the Silver and use the
Silver
1-2 year process for most
applicants
Quality as a way of life –
not just an application
process
Complete the application
1-3 months in advance of
the submission date
Baldrige National Quality
Program
2010
Gold Applicant’s
Tasks
•
Develop a clear and concise
Organizational Profile
•
Provide clear, concise and complete
answers to the approach-deploymentlearning and integration process
questions
•
Provide a history of positive results
over several years in clinical, people
and business outcomes
•
Do not allow the application to divert
your focus from your business!
Baldrige National Quality
Program
Building the Team
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Application Manager
Project Planner
Category Leaders
Document/data gatherers
Results gatherers
Writers
Editors
Graphics/Computer
speicalists
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Baldrige National Quality
Program
2010
Writing the
Application
•
Single Writer Approach
One voice
Consistency and clear
linkages
Reduces gaps and
redundancies
The application becomes
the writer’s life
Baldrige National Quality
Program
2010
Writing the
Application
• Multiple writers with
editor
Senior team members
as category leaders and
writers
Increases team
involvement and
commitment
Gaps and redundancies
inevitable
Need a Great Editor!
Baldrige National Quality
Program
2010
Helpful Tips
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Refer to the scoring
guidelines for language
Refer to the scoring
guidelines for ADLI check
Refer to the scoring
guidelines to gauge your
breadth and maturity
Baldrige National Quality
Program
2010
Helpful Tips
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Consider a draft with each
criterion in red above each
answer
Keep all drafts and save them
Safely
Consider a “war room” with a
wall of categories
Understand the core value
associated with each item
Go to www.quality.nist.gov/
and read applications on line
Baldrige National Quality
Program
2010
Helpful Tips
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Write your own internal
feedback as you go – consider
this an assessment process
Everything counts: grammar,
style prose, consistent voice,
format, etc.
Celebrate along the way!
Employ multiple reviewers
and critics
Maintain your Sanity!
Submit the application (On
Time!)