Creating a Culture of Performance Excellence Enhancing Business Acumen by Leveraging ActiveStrategy to Manage Performance Corwin Nathaniel Harper, MHA, FACHE Senior Vice President/Area Manager
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Creating a Culture of Performance ExcellenceEnhancing Business Acumen by Leveraging ActiveStrategy to Manage Performance
� We assessed various models to enhance/improve performance.
� After careful consideration we settled on the Studer model because the Five Pillars and Nine Principles aligned with the priorities at Kaiser Permanente.
Steps to Enhancing PerformanceDetermining Our Approach
� Dr. Raymond R. Reilly of the Ross School of Business at the University of Michigan and Dr. Gregory P. Reilly of the University of Connecticut document traits that individuals with business acumenpossess:
– Have an acute perception of the dimensions of business issues
– Can make sense out of complexity and an uncertain future
– Are mindful of the implications of a choice for all the affected parties
– Are decisive
– Are flexible if further change is warranted in the future
Enhancing Performance How Does Business Acumen Drive Performance?
Business Performance Management Utilizing the Business Performance Review Process
Definitions
� Business Performance Management: A disciplined, structured and ongoing management practice supporting strategy execution that enables leaders at all levels to be fully informed of their business/operations.
� Business Performance Review: A highly structured, ongoing, data-driven conversation between a manager and his/her direct reports.
� Business Performance Review: Meetings are focused on strategic goals and the operational performance of the business units (i.e., patient care services and support services).
� The meetings are discussions, not report outs. Leaders, directors, and managers meet with key members of the leadership team to discuss performance, results from rounding, and get input/feedback for further enhancements.
� Rounding: Key rounding questions are integrated into each session. Examples: How can I assist you? What resources or tools do you need? Do you have the support you need to be successful? Are there barriers that I can help you with?
The Business Performance ReviewHow are the Reviews Structured?
� The evolution of data collection and actions associated with the data is a continuous improvement process at Kaiser Permanente in the Central Valley Area.
� It is our desire to gain real-time information to continually enhance the care and service experience for our patients and members in the Central Valley Area; this desire helps to focus our efforts.
� Rounding is the key component of the process and we have learned to collect real-time information to impact the care and service experience of our patients and members. Because of our approach with rounding, we can address needs or issues before discharges occur. This is what motivates us to continually enhance our performance. The patient/member is at the center of our work.
� Previously we used a paper process to round on our patients and members.
� Information was collected, entered into a spreadsheet, and reviewed at some point in the future. This is reactive.
� Now, we use technology to collect data, quickly analyze it and make adjustments to ensure that the patient/member experience is excellent. This is proactive.
The Business Performance Review ProcessThen and Now
The Business Performance ReviewTechnology in Health Care
The evolution of health care technology enables us to improve efficiency and enhance performance to ensure the highest quality of care and service experience for