Transcript Getting Connected MUSC Excellence University Excellence Starting to Climb! Ever wonder what separates the CAN DO people From the CAN’T DO?

Getting Connected
MUSC
Excellence
University
Excellence
101
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 CONNECTED
MUSC Excellence

Aligning your Strategic Plan into Pillars across five
critical success factors
Our Service
 Our Quality
 Our People
 Our Finances
 Our Growth

Do we have a proper balance?
FY07-08 Goals
MUSC Excellence
Service
People
Quality
Finance
Growth
Increase Patient
Satisfaction
Reduce Turnover
Decrease
Mortality Index
Operating Margin
Goal = 3%
Increase
Inpatient
Admissions
Current = 1.6%
Goal = 7.0%
Main Hospital
Goal = 75th %ile
Final = 79th%ile
Children’s Hospital
Goal = 80th %ile
Final = 76th %ile
IOP Inpatient
Goal = 75th %ile
Final = 64th %ile
Goal = 11.0%
May = 8.4%
Goal = .80
Current = .80
Increase
Employee
Satisfaction
Maintain supply
expense per
adjusted
discharge
Goal = 67.3
Goal = 40th
Final = 68.4
Final = 0.0 %
Increase
Outpatient
Visits
Current = 75th
Ambulatory Care
Goal = 75th %ile
Final = 77th %ile
Increase
Physician
Satisfaction
Maintain labor
expense per
adjusted
discharge
IOP Outpatient
Goal = 75th %ile
Final = 87th %ile
Goal = 69.8
Goal = 40th
Current = 71.1
Current = 62nd
Goal = 7%
Current = 7.3%
MUHA Goals - SAMPLE
BEFORE MUSC Excellence
Service
People
Quality
Finance
Growth
Increase Patient
Satisfaction
2004
2004
2004
2004
Goal
Goal
Goal
Goal
2004
2004
Goal
Goal
2004
Goal
2004
Goal
2004
Goal
2004
Goal
2004
Goal
2004
Goal
2004
Goal
2004
Goal
2004
Goal
Finance & Administration
FY 08 Pillar Goals
Service
Customer
Satisfaction:
Response
Timely/Effectively
’08 Goal = 65%
’08 Current = 84%
Employee
Satisfaction:
Supervisor talks
regularly about
customer service
goals
’07 Actual = 57%
’08 Goal = 65%
’08 Actual = 74.3%
People
Employee Sat:
General
communication
from supervisor is
timely/relevant
’07 Actual = 69%
’08 Goal = 75%
’08 Actual = 77.6%
Employee Sat:
Supervisor has
spoken about
diversity
initiatives
’07 Actual = 57%
’08 Goal = 65%
’08 Actual = 7l.6%
Employee Sat:
Good
performance is
recognized in our
department
’07 Actual = 51%
’08 Goal = 57%
’08 Actual = 65.8%
Quality
Customer
Satisfaction:
Deliver Quality
products/services
’08 Goal=65%
’08 Current=84%
Finance
Growth
Target a 5%
improvement in
key productivity
benchmarks
across the
Division
Employee
Satisfaction:
Believes MUSC
Excellence is
making positive
difference
’07 Actual = 48%
’08 Goal = 60%
’08 Actual = 70.8 %
Improve
Employee
Understanding of
how key
measures tie to
Division goals
’07 Actual = 54%
’08 Goal = 60h
’08 Actual = 70%
Employee
Satisfaction:
Department
provides adequate
ongoing training to
perform job
’07 Actual = 59%
’08 Goal = 65%
’08 Actual = 67%
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.
FY08-09 Pillar Goals
MUSC Excellence
People
Service
Quality
Growth
Finance
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.
Faculty made right
choice in selecting
MUSC at ___% or
higher
___% of Staff pleased
to be working at
MUSC
Implement Student,
Faculty Staff and
Alumni Perspective
Surveys by July ‘09
___% faculty, staff, &
students evaluate
‘MUSC’s culture as
valuing diversity
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
Achieve Service
Satisfaction rate of __% or
higher in each aspect of
the University
Achieve __% patient
satisfaction or higher in
faculty clinical practice
settings
Define stewardship to our
respective communities
and identify measures by
October 2008
Achieve Pass Rate on
licensure,
credentialing, or
board exams of 96%
Graduating Student
perception of interprofessional cooperation
increase 3%
Achieve 95%
graduation rate within
each program
Collaboration Goal: Each
Academic Unit will define
its current
Statewide/National/
International
Collaborative Initiatives
and goals by March 1,
2009
Achieve EValue score of 4.2 or
higher for ‘students
satisfied with faculty
eff. as teacher’
Faculty & Staff ‘believe
their environment is
conducive to performing
high quality research
and scholarship at __%
or higher
Achieve top 50%
ranking for total
funding of research as
compared to ‘peer
institutions’
These will include HSSC,
COEE and educational
outreach objectives
Develop needed
pulse/baseline survey
measures of goals by
Dec 08, and permanent
metric tools by June 09
Determine Key
Sustainable Financial
Metrics for each
academic unit by Feb
15, 2009
Budget to Actual
Goal = 95% to budget
Develop a process by
which strategic goals
will be linked with
clearly identified
institutional resources
prior to February 2009
MUSC Excellence
9 Principles ~ 6 Must Haves
1.
Commit to Excellence
2.
Measure Important
Things
1. Perform follow-up customer
calls (3)
3.
Build a Service Culture
4.
Develop Our Leaders
2. Develop Key Word
standards throughout (3)
5.
Focus on Employee
Satisfaction
3. Rounding for Results (5)
6.
Build Accountability
4. Hire Right (6)
7.
Align Behaviors with
Goals & Values
5. Do Leadership Evaluations
(7)
8.
Communicate to ALL
6. Do ‘Active Appreciation’ (9)
9.
Recognize & Reward
Standards of Behavior
Standards of Behavior
Consistent Agendas
Can we align all meeting
agendas at MUSC around
the same five pillars of
excellence?
Do you see the HUGE benefits of this?
Begin with WINS

What is a WIN?

Why begin with them?

Let’s start today!
Evaluating our Leadership
Align with Goals & Behaviors

Premise: All leaders/Managers should be
evaluated according to goals aligned with
each pillar
Example: Under “Our people”, a goal might
be to reduce employee turnover in our
Division by 5 percent.
MUHA Goals - SAMPLE
BEFORE MUSC Excellence
Service
People
Quality
Finance
Growth
Increase Patient
Satisfaction
2004
2004
2004
2004
Goal
Goal
Goal
Goal
2004
2004
Goal
Goal
2004
Goal
2004
Goal
2004
Goal
2004
Goal
2004
Goal
2004
Goal
2004
Goal
2004
Goal
2004
Goal
Leader Evaluation Results
80.0%
73.8%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
10.3%
1
Meets
15.9%
2
Exceeds
3 Exceeds
Substantially
Leader Evaluation Results
80%
70%
60%
48.0%
50%
28.0%
40%
30%
20%
12%
7.0%
5%
10%
0%
< 1.99
2.0-2.74
2.75-3.74
3.75-4.4
> 4.4
24
Leadership Evaluation: Example
Pillar
To Increase
faculty
satisfaction by
8%
Goal & Result




Weight = 15%

9.0 = 5
7.0 = 4 Result
5.0 = 3 7.2
3.0 = 2
0.0 = 1
Score
Weight x Result
=
Score
(Ex: .15 x 4 = .6)
Create and Develop
High, Medium, Low 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
H
H
M
L
M
M
Gap is
intolerable
Gap is
uncomfortable
L
L
EXCELLENCE
H
‘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 everything