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2011. Malcolm Baldrige National Quality Award. Key Excellence Indicators Award Recipients 2004–2010 Health Care . Baldrige Performance Excellence Program | Baldrige 2011–2012 Criteria Categories. Leadership Strategic Planning Customer Focus

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key excellence indicators award recipients 2004 2010 health care


Malcolm BaldrigeNational Quality Award

Key Excellence IndicatorsAward Recipients 2004–2010Health Care

Baldrige Performance Excellence Program |

baldrige 2011 2012 criteria categories
Baldrige 2011–2012 Criteria Categories
  • Leadership
  • Strategic Planning
  • Customer Focus
  • Measurement, Analysis, and Knowledge Management
  • Operations Focus
  • Results
key excellence indicators leadership
Key Excellence Indicators: Leadership

Senior leaders

  • communicate and demonstrate clear direction and values
  • inspire the highest standards of legal and ethical behavior
  • model and encourage learning, innovation, excellence, and a focus on the future
  • drive strategies for performance excellence and sustainability
key excellence indicators leadership1
Key Excellence Indicators: Leadership

The governance body

  • is informed, transparent, and accountable
  • takes responsibility for ethics, actions, and performance

The organization

  • surpasses legal and regulatory compliance
  • stresses ethical behavior
  • strengthens environmental, social, and economic systems
robert wood johnson leadership

Customer Groups




Robert Wood Johnson: Leadership

5 Pillar


Direction and Plan

5 Pillar


Evaluation & Improvement

Alignment & Integration

5 Pillar


5 Pillar


Deployment & Measurement

robert wood johnson leadership1
Robert Wood Johnson: Leadership

Staff Focus


Customer Focus


Process Management


Measurement, Analysis & Knowledge Management


Strategic Planning


Five Pillars of Excellence

key excellence indicators strategic planning
Key Excellence Indicators: Strategic Planning

Strategy development

  • aims for sustained leadership
  • balances short- and long-term factors
  • anticipates the future environment
  • incorporates innovation, stakeholders’ needs, challenges, and advantages
  • aligns work systems and learning with strategic directions
key excellence indicators strategic planning1
Key Excellence Indicators: Strategic Planning
  • Develops aligned, consistent action plans
  • Deploys action plans to the workforce, key suppliers, and partners
  • Tracks the accomplishment of action plans
  • Develops human resource and financial plans
  • Uses performance projections and comparisons


Long-Term Planning

4 Review previous performance,

SID and determine key services

& processes

5 Review/revise PFE, LT

objectives, and LT capital


6 Develop key themes and

preliminary ST assumptions


Evaluation & Input


Budget & Short-Term


1Process Effectiveness Review

7 SOT’s present ST objectives,

tactics and resources

required to ET


2 SID compiled by BDD

12 Organizational performance


Progress updates

Current information

8 Resources allocated by

ET through capital

planning retreat, budget, LT

financial plan, and staffing plans

3 Gather input from stakeholders

regarding ST/LT challenges

and opportunities


Approval & Deployment

9 Annual strategic plan, budget,

and staffing plans approved by

ET and BOD

10 SOT’s finalize scorecard


11 Deployment:

SOT Action Plans,

Strategic Plan Cascade, SPMS,

Three C’s Communications

Bronson: Strategic Planning

Strategic Management Model

key excellence indicators customer focus
Key Excellence Indicators: Customer Focus
  • Proactively captures the voice of the customer
  • Gathers information on customer desires and marketplace potential
  • Listens to current, former, and potential customers
  • Collects actionable information on engagement, satisfaction, and dissatisfaction
key excellence indicators customer focus1
Key Excellence Indicators: Customer Focus
  • Innovates product offerings and services to exceed expectations
  • Refines and innovates support and communication
  • Builds trust, confidence, and loyalty
  • Resolves complaints promptly and eliminates the causes

Heartland Health: Customer Focus

Voice of the Customer


Listening, inputs and methods

Analysis and Decision Making


Evaluation and Improvement


SPP Steps 2–6:

Conduct reviews to determine customer requirements and assess if services, processes, and improvements are meeting customer needs.

Translate results of analysis into priorities for improvement


Customer Groups

SPP Step 1

Review customer inputs and analyze processes to refine feedback mechanisms, relationship strategies, and action plans (annual/ongoing)




Deployment of Strategy and Action Plans


SPP Step 8: Deploy improvements through the Balanced Scorecard and action plans.

Customer Relationship Management

beyond satisfaction customer loyalty

RWJ: Customer Focus

Beyond Satisfaction . . . Customer Loyalty


  • CHW
  • Family Giving
  • Soup kitchen
  • CAB
  • Education
  • Health Fairs


  • Greeters
  • Free TV and phone
  • Food on demand
  • Integrative therapy
  • Hearts Apart
  • Comfort in clothing


  • Circles
  • On-line benefits
  • CHW discounts
  • Bonus programs
  • Employee Sat. Committee
key excellence indicators measurement analysis and knowledge management
Key Excellence Indicators: Measurement, Analysis, and Knowledge Management
  • Creates a balanced composite of measures tied to needs, strategy, and goals
  • Collects and uses data to determine trends, projections, and cause and effect
  • Uses performance analyses in decision making, improvement, and innovation
key excellence indicators measurement analysis and knowledge management1
Key Excellence Indicators: Measurement, Analysis, and Knowledge Management
  • Maintains and safeguards information systems
  • Shares and transfers critical knowledge
  • Provides knowledge needed for work, improvement, and innovation
  • Leverages knowledge of workforce, customers, suppliers, collaborators, and partners
  • Captures and shares knowledge to drive innovation
key excellence indicators workforce focus
Key Excellence Indicators: Workforce Focus
  • Optimizes capability and capacity
  • Organizes and manages the workforce to serve customers and achieve strategy
  • Designs proactive processes and policies to ensure safety and security
  • Offers practices and policies tailored to workforce members’ needs
key excellence indicators workforce focus1
Key Excellence Indicators: Workforce Focus
  • Engages the workforce through meaningful work, clear direction, and accountability
  • Ensures a trusting, effective, and cooperative environment
  • Supports, recognizes, and rewards high performance
  • Optimizes workforce and leader development
atlanticare workforce focus
AtlantiCare: Workforce Focus

Workforce Capacity and Capability

atlanticare workforce focus1
AtlantiCare: Workforce Focus

Performance Management Process


Heartland Health: Workforce Focus

Workforce Satisfaction


Heartland Health: Workforce Focus

  • Key priority for future sustainability
    • Selection of physician CEO
    • Leadership structure: Dyads
    • Quality Management Committee leads quality, performance improvement, and capital expenditures
    • Heartland Clinic Board of Governors & Operational Council
    • Physician leadership development

Physician Engagement

mercy health system workforce focus
Mercy Health System:Workforce Focus
  • Inform
  • Involve
  • Celebrate
mercy health system workforce focus1
Mercy Health System:Workforce Focus
  • Inform
  • Meaningful Mission
  • Cruise and Connect
  • Communicate Goals
  • Involve
  • Partnership
  • Feedback
  • Workforce Strategies
  • Celebrate
  • Celebrate People
  • Celebrate Ideas
  • Celebrate Achievements
key excellence indicators operations focus
Key Excellence Indicators: Operations Focus
  • Designs and innovates work systems to capitalize on core competencies
  • Designs agile work systems
  • Optimizes work systems to deliver value for customers
  • Establishes a comprehensive emergency preparedness system
key excellence indicators operations focus1
Key Excellence Indicators: Operations Focus
  • Designs and innovates work processes to meet requirements
  • Designs work processes for agility, excellence, efficiency, and effectiveness
  • Manages, measures, and improves work processes
  • Manages the supply chain to improve suppliers’ and partners’ performance
key excellence indicators results
Key Excellence Indicators: Results
  • Performance levels are excellent in areas that are important to accomplishing the mission.
  • Results reflect offerings with superior value as viewed by customers and the marketplace.
key excellence indicators results1
Key Excellence Indicators: Results
  • Operational, workforce, legal, ethical, societal, and financial indicators reflect benchmark performance.
  • Actionable results are used to evaluate and improve performance in alignment with strategy.

Advocate Good Samaritan Hospital:


Mortality Index (Actual/Expected)

Physician Loyalty (Percentile)




Inpatient Market Share, 2007-2010



Heartland Health: Results

Customer Satisfaction

Willingness to Recommend


Heartland Health: Results

Complaint Event


  • Respond
  •  Resolve
  •  Track
  •  Prevent

Complaints per 100 Adjusted Patient Days

Complaint Management


Heartland Health: Results

Caregiver Engagement

poudre valley health system results
Poudre Valley Health System: Results

Prompt Service and Friendly Staff

Low-Cost Provider

Top-Box Patient Satisfaction Scores

mercy health system results
Mercy Health System: Results

Workforce Turnover

Workforce Engagement

sharp healthcare results
Sharp HealthCare: Results

Top-of-Mind Awareness of County Hospital Systems

Perception of Quality

Likeliness to Recommend

bronson methodist hospital results
Bronson Methodist Hospital: Results

Cardiac Service Line Market Share (%)

nmmc results
NMMC: Results

Tracheostomy withChronic Ventilation

nmmc results1
NMMC: Results

Care-Based Cost Management:Making the Business Case for Quality


Robert Wood Johnson: Results

Patient Loyalty: Food on Demand