Grace Harcek, Director of Performance Excellence
Cassie Hertert, Technology Solutions Engineer
Kim Robuck, Hospital Development Manager
Kelli Liechty, Donor Services Manager
Loreen Gulli, Family Services Manager
Category 6
Operations: How We Save Lives
MISSION VISION
Donor Alliance saves
lives through organ
and tissue donation
and transplantation.
Maximizing all
donation
opportunities
Integrity
Leadership
Excellence
Accountability
People First
CO
RE
VA
LUES
COLORADO
Donation Service Area
WYOMING
25 Donor
Hospitals
87 Donor
Hospitals
Key Customers
4 Transplant Centers
2 Tissue Processors
Takeaways
Our Culture
Work Systems & Processes
Continuing the Journey
Danielle’sStory
Mission-Driven
Relationships
Our Culture
Operations
WHY
WHAT
HOW
To Save Lives
Organ & Tissue Donation for
Transplantation
Key Work Systems & Processes
WHY WHAT HOW
LIFESAVING & HEALING
ORGANS & TISSUES
Key Factors for Performance Excellence
MAIN SERVICE OFFERINGS
ORGANS TISSUES
CUSTOMERS
Transplant
Centers
Tissue
Processors
RELATIONSHIPS
Stakeholders Partners Collaborators Suppliers
Work Systems
ORGANWORK SYSTEM
TISSUEWORK SYSTEM
Mission-Driven
Relationships
Key Support Processes
Referral
Delivery of
Services
ORGAN & TISSUE
Work System Processes
CCUSTOMER
WHO
OOUTPUTS
WHAT
PPROCESS
HOW
IINPUTS
WHAT
SSUPPLIER
WHO
START STOP1 2 3 4 5
5 – 7 Major Steps
Defines the Requirements.
Organ Transplants
337
428 424407
489
200
250
300
350
400
450
500
550
2014 2015 2016 2017 2018
Lives Saved
RMPEx Journey 2011 - 2015 Baldrige Journey 2016 - 2018
337
428
489
2,0852014 - 2018
LIVES SAVEDTHROUGH ORGAN DONATION
630,0002014 - 2018
LIVES SAVED & HEALEDTHROUGH TISSUE DONATION
Takeaways
Our Culture
Work Systems & Processes
Continuing the Journey
Cybersecurity
Data Verification
Data-Driven Decisions Data QualityAutomated Data
Verification
Improving Performance
75.0
60.0
72.4
56.3
31.3
0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
90.0
100.0
2014 2015 2016 2017 2018
Da
ys
Days to Release 2017 Target
Data Verification
73% 73%77%
80% 79% 79%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%%
Ap
pro
ve
d o
n
Fir
st U
plo
ad
of
Ch
art
2017
Q1
2017
Q2
2017
Q3
2017
Q4
2018
Q1
2018
Q2
114,000MEN, WOMEN & CHILDREN AWAIT
LIFESAVING ORGAN TRANSPLANTS.
That’s more than the largest football
stadium in the U.S. can hold.
Identify and embed
process improvements and opportunities for innovation
Spark! Idea Management
Annual Engagement Survey: My Opinions Seem to Count
68%
75%
83%
70%74% 74% 75%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2016 2017 2018
% F
avo
rab
le
Donor Alliance Overall Top Quartile Top Decile
PDSA
PLAN DO
STUDYACT
Takeaways
Our Culture
Work Systems & Processes
Continuing the Journey
HOWDO WE KNOW?
489ORGANS
TRANSPLANTED
160Organ Donors
1684TISSUE DONORS
126,300Tissue Grafts
OCTOBER 30, 2019SAVE THE DATE!
www.donoralliance.org/baldrige
SHARING DAY IN DENVER, CO
