iqpc workshop outline mayoneocase 2015.09.29 jlw v1.5

HR SERVICE TECHNOLOGY IMPLEMENTATION BEST PRACTICES

Based on Mayo Clinic Experiences

October 2015

AGENDA

1. PRESENTATION2. SMALL GROUP DISCUSSIONS3. GROUP PRESENTATIONS

Our MissionTo inspire hope and contribute to health and well-being by providing the best care to every patient through integrated clinical practice, education and research

Our VisionMayo Clinic will provide an unparalleled experience as the most trusted partner for health care

Our Primary ValueThe needs of the patient come first

ABOUT MAYO CLINIC

After 150 years...

6 STATES

59,509 EMPLOYEES*

1.3 MILLION UNIQUE PATIENTSfrom 135 countries**

5 Colleges

*Employee statistics reported 12-31-2013; **YE 2013 data

ABOUT MAYO CLINIC

After 150 years...

4,158 STAFF PHYSICIANS& SCIENTISTS*

4.9 M OUTPATIENT VISITS**

2,580 RESIDENTS & FELLOWS*

128,665 SURGICAL PATIENTS**

*Employee statistics reported 12-31-2013; **YE 2013 data2014

11th consecutive year

ABOUT MAYO CLINIC

PRESENTATION

Click icon to add picture

1. Goal Setting2. Governance3. Change Management4. Customer Feedback5. Building & Managing the Knowledge Base6. Establishing Balance

Warm-up Quiz

“When you come to a fork in the road,

take it.”

“You can observe a lot by watching.”

“It’s so crowded that no one goes there

anymore.”

“It gets late early around here.”

“You better cut the pizza into 4 pieces,

because I’m not hungry enough to

eat 6.”

©2015, Neocase Software - Proprietary & Confidential Information13

1. GOAL SETTING

“If you don’t know where you’re going, you’ll end up someplace else.”

- Yogi Berra, 1925-2015


1. GOAL SETTING

“If you don’t know where you’re going, you might wind up somewhere else.” - Yogi Berra, 1925-2015

A. High-level GoalsB. Phase I

“Foundational goals”

C. Phase II Goals


1. GOAL SETTING



C. Phase II Goals


1. GOAL SETTING

C. Phase II GoalsA. High-level Goals

B. Phase I “Foundational goals”

C. Phase II Goals


2. GOVERNANCE


2. GOVERNANCE

A. Involve all functional roles.

B. Monitor regularly.C. Establish a process

for resolving issues.


2. GOVERNANCE


B. Monitor regularly.

C. Establish a process for resolving issues.


2. GOVERNANCE





3. CHANGE MANAGEMENT



A. Understanding the Voice of the Customer

B. Establish a Change Management Team

C. Implementing Change Management Tools


4. CUSTOMER FEEDBACK



A. Establish feedback mechanisms.

B. Establish standards for responding to feedback.

C. Establish feedback implementation processes.


5. BUILDING & MANAGING THE KNOWLEDGE BASE



A. Taking InventoryB. Organizing the

ContentC. Assigning

Ownership



A. Taking Inventory

B. Organizing the Content

C. Assigning Ownership



A. Taking Inventory




6. ESTABLISHING BALANCE



A. Addressing the Needs of the Employee

B. Addressing Needs of HR

C. Considering Culture



A. Addressing the Employee Needs

B. Addressing HR Needs




A. Addressing the Needs of the Employee

B. Addressing the Needs of HR




A. Addressing Needs of the Employee

B. Addressing the Needs of HR


GROUP DISCUSSIONS



GROUP PRESENTATIONS




NEOCASE SOFTWARE

www.neocasesoftware.com

+1 877 383 0400Info-

[email protected]

+33 1 73 60 01 10Info-

[email protected]

+44 207 092 6662Info-

[email protected]

AmericasNeocase Software Inc.275 Grove St. Suite 2-400 Boston-Newton MA 02466 USA

UK Northern EuropeNeocase Software LtdLincoln House300 High HolbornLondon WC1V 7JH - UK

EMEANeocase Software SAS55 rue Raspail92300 Levallois PerretFrance

+33 1 73 60 01 10Info-

[email protected]

Rest of the World Neocase Software SAS55 rue Raspail92300 Levallois PerretFrance

iqpc workshop outline mayoneocase 2015.09.29 jlw v1.5

Documents