kaiser permanente: performance management
DESCRIPTION
Tool for Performance Management Debra Brown, Performance Improvement Director Susana Garcia, Patient Care Experience LeaderTRANSCRIPT
Business Review Best Practices
Debra Brown, Performance Improvement DirectorSusana Garcia, Patient Care Experience Leader
CENTRAL VALLEY AREA April 2012
Tool for Performance Management
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I. Balanced Scorecards
Agenda
II. Preparing for the Business Performance Review
III. The Business Performance Review Format
IV. Business Performance Review in Action
Balanced Scorecards
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Balanced Scorecards
� Based on organizational Mission, Values, and Vision
� Requires the identification of strategic objectives
– Ensure alignment with organizational goals
� Requires performance measures (Metrics or Indicators)
– Measures are outcome-oriented and tied to an objective
– Target based and includes time sensitive target values
– Contains established targets to measure progress
Components
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Balanced Scorecards Example
Preparing for the Business Performance Review
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Preparing for the Business Performance Review
� Actual/variance and status reports are current in ActiveStrategy
– Measure actual/variance reports in system contain:
� Who is responsible
� Explanation of current performance
� What is being done to improve performance
� When results are expected
– Initiative status reports in system contain:
� Who is responsible
� Highlight of accomplishments
� Risks and obstacles to progress
� Actions required to resolve obstacles
Staff Success Factors
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� Presenting department provides a suggested agenda
� Presenting department identifies the appropriate individuals from team to attend Business Performance Review
� Presenting department provides scribe for meeting
Preparing for the Business Performance Review Staff Success Factors
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� Reference documents are uploaded into ActiveStrategy
– Strategic action plans
– Project plans
– Collateral material that may be referenced
Preparing for the Business Performance Review Staff Success Factors
Readily available
reference materials
The Business Performance Review Format
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Reviewer (Leader) Presenting Department Scribe (Admin.)
� Sets expectations/ provides guidance
� Ensures alignment of resources to priorities
� Evaluates progress and use of recommended tools and techniques
� Identifies future needs
� Reports on performance listing actions taken, results, and next steps
� Communicates issues
� Requests needed resources/assistance
� Shares successes
� Captures all information
� Posts actions items and meeting notes
The Business Performance Review FormatStructure and Roles
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� Monthly and ad hoc, as needed
� Focus
– Attendance
� Are directors/managers rounding? How many hours?
� Is there an effective attendance management plan in place?
– Budgeting
� What strategies have been implemented to track budget?
– Performance Management
The Business Performance Review FormatMeeting Frequency
Business Performance Review in Action
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� Presenting department starts with list of last Business Performance Review action items
� Reviewer seeks clarification when needed, asks probing questions, and sets expectations:
– Who
– What
– When
– Where
– Why
– How
Business Performance Review in ActionMeeting Structure
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Business Performance Review in ActionBalanced Scorecard - Snapshot
Graph of
performance
measure
Commentary
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Business Performance Review in ActionBalanced Scorecard
Perspective
Stoplight
indicators
Objective
Initiative
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� Considerations
– Has a root cause analysis been conducted to determine why measures are underperforming?
– What initiatives will be implemented to impact performance?
– When can we expect to see improvement?
Business Performance Review in ActionScorecard – Attendance Management
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Business Performance Review in ActionScorecard – Budget
Exceeding
expectations
Under-
performing
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� Scribe captures all action items from the discussion
� Meeting concludes with a summary of action items
Business Performance Review in ActionMeeting Conclusion
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Questions?
Debra Brown
Performance Improvement Director
Susana Garcia
Patient Care Experience Leader
Speaker Contact Information