#CLOwebinar The presentation will begin at the top of the hour. A dial in number will not be provided. Listen to today’s webinar using your computer’s speakers or headphones. Welcome to the webinar!
#CLOwebinar
The presentation will begin at the top of the hour.
A dial in number will not be provided.
Listen to today’s webinar using your computer’s speakers or headphones.
Welcome to the webinar!
#CLOwebinar
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CLO Webinars
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Frequently Asked Ques6ons
#CLOwebinar
Inez Stewart Vice President of HR Boston Children’s Hospital
The Human Centered Organiza6on: Boston Children’s Hospital
Anne Prendergast Senior VP, Performance Solu;ons SurePeople
The Human Experience The Key To High Performance And The Ultimate Customer Experience At Boston Children’s Hospital
What you will get from this webinar
§ A behind-the-scenes look at why Boston Children’s Hospital (BCH) is ranked as one of the best pediatric hospitals in the country.
§ An understanding of a framework that balances customer intimacy, operational excellence, and product leadership (The Discipline of Market Leaders, 1997— Michael Treacy and Fred Wiersma).
§ Insight into how BCH is boosting its collective EQ by distinguishing between performance management and talent development.
OUTCOMES
THE DISCIPLINE OF MARKET LEADERS
Customer Intimacy
Operational Excellence
Product Leadership
WHERE DOES YOUR COMPANY FOCUS ITS EFFORTS?
BOSTON CHILDREN’S HOSPITAL
§ Patient Non-Discrimination Policies
§ Equal Visitation Policies
§ Employment Non-Discrimination Policies
§ Training in LGBT Patient-Centered Care
CUSTOMER INTIMACY
§ Employees
§ Patients
§ Family
§ Community
HIGH RELIABILITY
§ Sensitive to operations
§ Reluctant to accept "simple" explanations for problems
§ Have a preoccupation with failure
§ Defer to expertise
§ Are resilient
BENEFITS OF HIGH RELIABILITY
ERT-i™
Competencies Technology Cultural
Transformation x + = ( )
BENEFITS OF HIGH RELIABILITY
+ + Prism®
(ERT-i™) Competency Proficiency
Rating
Talent Development Discussion
High Performing Leadership Team that is
capable of Culturally Transforming the
Organization + =
CHANGING THE ROLE OF HR
§ Agility
§ Thoughtfulness
§ Feedback
PERFORMANCE MANAGEMENT TO TALENT DEVELOPMENT
Performance management is about managing performance in a finite timetable (usually an annual basis, informed by goals and objectives).
Development planning is about helping people strengthen competencies and skills for performance.
EQ TO ERT-i™
EQ is one of the largest drivers of patient safety.
EQ has to do with awareness of one’s emotions,
detection of other’s emotions, regulation (positive
emotional states, etc…).
LESSONS LEARNED
What are some of the biggest lessons you learned
as the CHRO of an organization committed to continuous
improvement and high reliability?
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