harry s. hertz june, 11, 2007 - nhlc / cnls pdfs/june 11...baldrige national quality program 2007...
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Baldrige National Quality Program 2007
Using Baldrige to Build High Reliability Organizations
Harry S. HertzJune, 11, 2007
� What Is Baldrige?
� Why Baldrige?
� Lessons Learned & Results
� Next Steps
Baldrige National Quality Program 2007
The Criteria for PerformanceExcellence
� Are the foundation of the Baldrige National Quality Program
� Define performance excellence
� Are globally recognized
� Can be used by diverse organizations
Baldrige National Quality Program 2007
What Are the Criteria?
� A set of expectations or requirements
� A structured approach to performance improvement
� A framework for a systems view of performance management
Baldrige National Quality Program 2007
Basic Goals of the Criteria
� delivery of ever-improving value to patients, other
customers, and stakeholders, contributing to
improved health care quality and organizational
sustainability
� improvement of overall organizational
effectiveness and capabilities
� organizational and personal learning
………performance excellence
To help organizations enhance their performance by focusing on
Baldrige National Quality Program 2007
Criteria Purposes
� To help improve organizational performance practices, capabilities, and results
� To facilitate communication and sharing of best practices
� To serve as a tool for understanding and managing performance
Baldrige National Quality Program 2007
Baldrige Health CareCriteria Framework: A Systems Perspective
Beginning the Journey - 2000
Organization
Situation:
Recognized Crisis:
Location:
Reason for Baldrige:
A&T PROGRAMS
Manufacturing
Troubled
Yes
Primarily
One
Turnaround
AEROSPACE SUPPORT
Service
New/Emerging
No
Geographically
Dispersed
Improvement
Saint Luke’s Hospital
Sustaining Performance Excellence
Saint LukeSaint Luke’’s Hospitals Hospital
Sustaining Performance ExcellenceSustaining Performance Excellence
•• Leadership drives and sustains the Leadership drives and sustains the
processprocess
•• Leadership at all levels is importantLeadership at all levels is important
•• More difficult to change the culture More difficult to change the culture
than to learn the toolsthan to learn the tools
•• Valuable team building experienceValuable team building experience
•• Trust is extremely important Trust is extremely important
Lessons LearnedLessons Learned
•• There are no There are no ““quick fixesquick fixes””
•• Must always focus on the customerMust always focus on the customer
•• Should never be satisfied with the Should never be satisfied with the
present level of qualitypresent level of quality
•• Decisions must be driven by data and Decisions must be driven by data and
compared to compared to ““bestbest””
•• Employees make it happen!Employees make it happen!
Lessons LearnedLessons Learned
Saint Luke’s Hospital
Sustaining Performance Excellence
Saint LukeSaint Luke’’s Hospitals Hospital
Sustaining Performance ExcellenceSustaining Performance Excellence
Baldrige National Quality Program 2007
Lessons Learned by Education and Health Care
� Baldrige is a systems perspective
� Self-assessment facilitates learning
� Measurements and data are critical
� Baldrige focuses on results and outcomes
� Organizational “silos” are pervasive
� Need to improve internal communication
Baldrige National Quality Program 2007
Lessons Learned by Education and Health Care (cont.)
� Many activities, few processes
- “What” is not the same as “how”
� The customer concept is challenging
� Improvement is the goal
� The process itself is educational
Baldrige National Quality Program 2007
#1 Lesson Learnedby Leadership (SSM Health Care)
1. Leadership is not seeing which way the parade is moving and running to the front.
- “Leadership is getting people from where they are to where they have not been.” Henry Kissinger
Baldrige National Quality Program 2007
Bama: Customer & Market Focus
Baldrige National Quality Program 2007
Community:
� CHW
� Family Giving
� Soup kitchen
� CAB
� Education
� Health Fairs
Community:
� CHW
� Family Giving
� Soup kitchen
� CAB
� Education
� Health Fairs
Beyond Satisfaction……
Customer Loyalty
Beyond Satisfaction……
Customer Loyalty
RWJ: Customer & Market Focus
Patients:
� Greeters
� Free TV and phone
� Food on demand
� Integrative therapy
� Hearts Apart
� Comfort in clothing
Patients:
� Greeters
� Free TV and phone
� Food on demand
� Integrative therapy
� Hearts Apart
� Comfort in clothing
Employees:
� Circles
� On-line benefits
� CHW discounts
� Bonus programs
� Employee Sat. Committee
Employees:
� Circles
� On-line benefits
� CHW discounts
� Bonus programs
� Employee Sat. Committee
Baldrige National Quality Program 2007
MCB ETS Overall Performance
24 percentile
increase in
11 years
Ten Years of Improvement in
Learning Performance
MCB ETS Overall Performance
24 percentileincrease in 11 years
45
50
55
60
65
70
75
80
85
90
95
93-94 95-96 97-98 99-00 01-02 03-04
Perc
en
tile
MCB Percentile Top 10%National Mean MCB Trend
Monfort College of Business: Results
Baldrige National Quality Program 2007
MCB Parent Survey (2004)
Comparing Expense of Education Quality,
Rate the Value of Investment Madein UG Business Degree
MCB as a
Value Leader
4.00
4.40
4.80
5.20
5.60
6.00
1998
1999
2000
2001
2002
2003
2004
MCB
U.S.
Mean
(2004)Top
10%
(2004)Linear
(MCB)
Top 2.5%
STUDENTS ALUMNINEW
RE
CR
UIT
S
EM
PL
OY
ER
S
CURRICULUM/
EXTRA-CURRICULAR
ACTIVITIES
PROGRAM
REPUTATION
FACILITIES/
TECHNOLOGY
FINANCIAL
RESOURCES
FACULTY STAFF
94%As compared with other
business programs in Colorado, MCB provides a good value in business education.
Strongly
Agree or Agree
Question
MCB Parent Survey (2004)
Monfort College of Business: Results
Baldrige National Quality Program 2007
Bronson Methodist Hospital: Cardiac Services % Market Share
30
35
40
45
50
55
60
1999 2000 2001 2002 2003 2004 Jan-
Sept
2005
BMH Competitor
Baldrige National Quality Program 2007
BHI: Results
Baldrige National Quality Program 2007
Organizational Knowledge
Baptist Daily
• Modeled after Ritz Carlton best practice
• Began in 2001
• Evolved into facility-specific
Baldrige National Quality Program 2007
Next Steps
� Organizational Profile
� Are We Making Progress (as Leaders)?
Baldrige National Quality Program 2007
Organizational Profile
� Purpose:
- Describe what is relevant and important
- Ensure common understanding
- Guide selection of information/data
- Identify gaps/lack of deployment
- Serve as first Baldrige assessment
Baldrige National Quality Program 2007
Organizational Profile
� Organizational Description
– Organizational Environment
– Organizational Relationships
� Organizational Challenges
– Competitive Environment
– Strategic Challenges
– Performance Improvement System
Baldrige National Quality Program 2007
Organizational Profile
� Do you know the answer?
� Would your organizational colleagues give the same answer?
Baldrige National Quality Program 2007
Are We Making Progress?Are We Making Progress as
Leaders?
� Employee (Leadership Team) Questionnaires
� Seven Category Framework
� 40 Statements, 5-Point Scale
� Compare Results
� Focus Improvement and Communicationfor Your Organization
Baldrige National Quality Program 2007
Resources for More Information
� Most Baldrige National Quality Program (BNQP) documents are available both in hard copy and on the BNQP Web site.
� To obtain these documents,call (301) 975-2036 orvisit www.baldrige.nist.gov.
Baldrige National Quality Program 2007
Our dilemma is that we hate change and
love it at the same time; what we really
want is for things to remain the same but
get better.
Sydney J. Harris