MUSC Excellenc

e

University Excellence

101

Getting Connected

Starting to

Climb!

Ever wonder what separates

the CAN DO people

From the

CAN’T DO?

No one said the climb is

easy!

Downright scary for the inexperienced!

Why have you chosen to do what you do?

What is an example of the last time you knew you had purpose in

your work?

GETTING CONNECTEDMUSC Excellence

Aligning your Strategic Plan into Pillars across five critical success factors

Our ServiceOur QualityOur PeopleOur FinancesOur Growth

Do we have a proper balance?

ServiceService

Increase Patient Increase Patient SatisfactionSatisfaction

Reduce TurnoverReduce Turnover

Goal = 11.0%Goal = 11.0%May = 8.4% May = 8.4%

Decrease Decrease Mortality IndexMortality Index

Goal = .80Goal = .80

Current = .80Current = .80

Operating MarginOperating Margin

Goal = 3%Goal = 3%

Current = 1.6%Current = 1.6%

Maintain supply Maintain supply expense per expense per

adjusted adjusted dischargedischarge

Goal = 40Goal = 40thth

Current = 75thCurrent = 75th

Increase Increase Inpatient Inpatient

AdmissionsAdmissions

Goal = 7.0%Goal = 7.0%

Final = 0.0 %Final = 0.0 %

Increase Increase Outpatient Outpatient

VisitsVisits

Goal = 7%Goal = 7%

Current = 7.3%Current = 7.3%

PeoplePeople QualityQuality FinanceFinance GrowthGrowth

MUSC ExcellenceMUSC Excellence

Ambulatory Care Ambulatory Care Goal = 75th %ileGoal = 75th %ileFinal = 77th %ileFinal = 77th %ile

FY07-08 GoalsFY07-08 Goals

Main HospitalMain HospitalGoal = 75th %ileGoal = 75th %ile Final = 79th%ile Final = 79th%ile

Children’s HospitalChildren’s HospitalGoal = 80th %ileGoal = 80th %ileFinal = 76th %ileFinal = 76th %ile

IOP InpatientIOP InpatientGoal = 75th %ileGoal = 75th %ileFinal = 64th %ileFinal = 64th %ile

IOP OutpatientIOP OutpatientGoal = 75th %ileGoal = 75th %ileFinal = 87th %ileFinal = 87th %ile

Increase Increase Employee Employee

SatisfactionSatisfaction

Goal = 67.3Goal = 67.3

Final = 68.4Final = 68.4

Increase Increase Physician Physician

SatisfactionSatisfaction

Goal = 69.8Goal = 69.8

Current = 71.1Current = 71.1

Maintain labor Maintain labor expense per expense per

adjusted adjusted dischargedischarge

Goal = 40Goal = 40thth

Current = 62ndCurrent = 62nd

ServiceService

Increase Patient Increase Patient SatisfactionSatisfaction

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

PeoplePeople QualityQuality FinanceFinance GrowthGrowth

BEFORE MUSC ExcellenceBEFORE MUSC Excellence

2004 2004

GoalGoal

MUHA Goals - SAMPLEMUHA Goals - SAMPLE

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

ServiceService

Employee Sat: Employee Sat: General General

communication communication from supervisor is from supervisor is

timely/relevanttimely/relevant’’07 Actual = 69%07 Actual = 69%’’08 Goal = 75%08 Goal = 75%

’08 Actual = 77.6% ’08 Actual = 77.6%

Customer Customer Satisfaction: Satisfaction:

Deliver Quality Deliver Quality products/servicesproducts/services

’’08 Goal=65% 08 Goal=65% ’’08 Current=84%08 Current=84%

Target a 5% Target a 5% improvement in improvement in key productivity key productivity

benchmarks benchmarks across the across the

DivisionDivision

Improve Improve Employee Employee

Understanding of Understanding of how key how key

measures tie to measures tie to Division goalsDivision goals

’’07 Actual = 54%07 Actual = 54%’’08 Goal = 6008 Goal = 60hh

’’08 Actual = 70%08 Actual = 70%

Employee Employee Satisfaction:Satisfaction:

Believes MUSC Believes MUSC Excellence is Excellence is

making positive making positive differencedifference

’’07 Actual = 48%07 Actual = 48%’’08 Goal = 60%08 Goal = 60%

’’08 Actual = 70.8 %08 Actual = 70.8 %

Employee Employee Satisfaction:Satisfaction:Department Department

provides adequate provides adequate ongoing training to ongoing training to

perform jobperform job’’07 Actual = 59%07 Actual = 59%’’08 Goal = 65%08 Goal = 65%

’’08 Actual = 67%08 Actual = 67%

PeoplePeople QualityQuality FinanceFinance GrowthGrowth

Finance & Administration Finance & Administration FY 08 Pillar GoalsFY 08 Pillar Goals

Employee Employee Satisfaction: Satisfaction:

Supervisor talks Supervisor talks regularly about regularly about

customer service customer service goalsgoals

’’07 Actual = 57%07 Actual = 57%’’08 Goal = 65%08 Goal = 65%

’’08 Actual = 74.3%08 Actual = 74.3%

Customer Customer Satisfaction: Satisfaction:

Response Response Timely/EffectivelyTimely/Effectively

’’08 Goal = 65% 08 Goal = 65% ’08 Current = 84%’08 Current = 84%

Employee Sat: Employee Sat: Supervisor has Supervisor has spoken about spoken about

diversity diversity initiativesinitiatives

’’07 Actual = 57%07 Actual = 57%’08 Goal = 65%’08 Goal = 65%

’08 Actual = 7l.6%’08 Actual = 7l.6%

Employee Sat: Employee Sat: Good Good

performance is performance is recognized in our recognized in our

departmentdepartment’07 Actual = 51%’07 Actual = 51%’08 Goal = 57%’08 Goal = 57%

’08 Actual = 65.8%’08 Actual = 65.8%

University Pillar Goals People: Create an environment that is conducive to high morale and

productivity – reinforcing that MUSC is the right place to be!

Service: Provide high quality services to students, alumni, patients, families, each other and our community with compassion, respect, dignity and pride.

Quality: Achieve the highest standards of excellence in education, research, and clinical and community service.

Growth: Create new and expanding opportunities, emphasizing collaborative partnerships internally and externally, that benefit our research, educational and clinical enterprises.

Financial: Maintain fiscally sound practices that will sustain our ability to operate and grow in all areas of our strategic mission.

Service

Collaboration Goal: Each Academic Unit will define

its current Statewide/National/

International Collaborative Initiatives and goals by March 1,

2009

These will include HSSC, COEE and educational

outreach objectives

Achieve Pass Rate on licensure, credentialing, or

board exams of 96%

Determine Key Sustainable Financial

Metrics for each academic unit by Feb

15, 2009

Budget to Actual

Goal = 95% to budget

Graduating Student perception of inter-

professional cooperation increase 3%

People Quality FinanceGrowth

MUSC Excellence

Develop needed pulse/baseline survey measures of goals by

Dec 08, and permanent metric tools by June 09

Graduating students believe they made the

RIGHT choice in selecting MUSC at __% or higher or

would choose this experience again

Current students believe they are receiving a high quality education at __%

or higher

Faculty made right choice in selecting MUSC at ___% or

higher

Define stewardship to our respective communities

and identify measures by October 2008

Implement Student, Faculty Staff and

Alumni Perspective Surveys by July ‘09

Achieve 95% graduation rate within

each program

Achieve E-Value score of 4.2 or higher for ‘students satisfied with faculty

eff. as teacher’

___% of Staff pleased to be working at

MUSC

Faculty & Staff ‘believe their environment is conducive to performing high quality research and scholarship at __% or higher

Achieve Service Satisfaction rate of __% or higher in each aspect of

the University

Achieve top 50% ranking for total

funding of research as compared to ‘peer

institutions’

Achieve __% patient satisfaction or higher in faculty clinical practice

settings

___% faculty, staff, & students evaluate

‘MUSC’s culture as valuing diversity

Develop a process by which strategic goals

will be linked with clearly identified

institutional resources prior to February 2009

As we begin our pursuits in Excellence – we will be striving to reach or exceed the top quartile in most key areas (some yet unmeasured as indicated below). Once benchmark data are available, we will establish step goals to move us upwards at all times.

MUSC Excellence9 Principles ~ 6 Must Haves

1. Commit to Excellence

2. Measure Important

Things

3. Build a Service Culture

4. Develop Our Leaders

5. Focus on Employee

Satisfaction

6. Build Accountability

7. Align Behaviors with

Goals & Values

8. Communicate to ALL

9. Recognize & Reward

1. Perform follow-up customer

calls (3)

2. Develop Key Word

standards throughout (3)

3. Rounding for Results (5)

4. Hire Right (6)

5. Do Leadership Evaluations

(7)

6. Do ‘Active Appreciation’ (9)

Standards of Behavior

Signing Signing

your your

Commitment

Commitment

Standards of Behavior

KEY KEY

WordsWords

Consistent AgendasConsistent Agendas

Can we align all meeting Can we align all meeting agendas at MUSC around agendas at MUSC around

the same five pillars of the same five pillars of excellence?excellence?

Do you see the HUGE benefits of this?

Begin withBegin with WINS

What is a What is a WIN??

Why begin with them?Why begin with them?

Let’s start today!Let’s start today!

Evaluating our LeadershipAlign with Goals & Behaviors

Premise: All leaders/Managers should be Premise: All leaders/Managers should be evaluated according to goals aligned with evaluated according to goals aligned with each pillareach pillar

Example: Under “Our people”, a goal might be to reduce employee turnover in our Division by 5 percent.

ServiceService

Increase Patient Increase Patient SatisfactionSatisfaction

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

PeoplePeople QualityQuality FinanceFinance GrowthGrowth

BEFORE MUSC ExcellenceBEFORE MUSC Excellence

2004 2004

GoalGoal

MUHA Goals - SAMPLEMUHA Goals - SAMPLE

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

GoalGoal

2004 2004

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2004 2004

GoalGoal

Leader Evaluation Results

15.9%

73.8%

10.3%

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

70.0%

80.0%

1 2 3Meets Exceeds Substantially Exceeds

2424

5%

12%

48.0%

28.0%

7.0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Leader Evaluation Results

< 1.99 2.0-2.74 2.75-3.74 3.75-4.4 > 4.4

Leadership Evaluation: Leadership Evaluation: ExampleExample

PillarPillar Goal & ResultGoal & Result ScoreScore

9.0 = 59.0 = 5 7.0 = 4 7.0 = 4 Result 5.0 = 3 5.0 = 3 7.2 3.0 = 23.0 = 2 0.0 = 10.0 = 1

WeightWeight x x ResultResult

= =

Peo

ple

To Increase faculty satisfaction by 8%

Weight = 15%

ScoreScore

(Ex: .15 x 4 = .6)

Create and Develop HighHigh, Medium, , Medium, LowLow Performers

Identify high, medium, low performers

Re-recruit the high performers (keep them!)

Move the medium performers up to high

Move the low performers up or out

Movement of H-M-L Performers Movement of H-M-L Performers

M

H

L

H

M

L

Gap is uncomfortable

H

M

Gap is intolerable

L

EX

CELLEN

CE

‘Rounding for RESULTS’

Who came up with this term…Rounding?

What exactly is it supposed to accomplish?

If you’re saying “I’m already doing this” -- you’re not alone

Rounding for Results

As you start Rounding…

it can be slippery!

Principles are transportable.

Our collective challenge is to figure out HOW…

- MUSC Faculty Member

Attitude is everythingAttitude is everything