Tool for Performance Management Debra Brown, Performance Improvement Director Susana Garcia, Patient Care Experience Leader

1. Business Review
Best Practices
Debra Brown, Performance Improvement Director
Susana Garcia, Patient Care Experience Leader
CENTRAL VALLEY AREA April 2012
Tool for Performance Management
2 | © 2012 Kaiser Foundation Health Plan, Inc.
I. Balanced Scorecards
Agenda
II. Preparing for the Business Performance Review
III. The Business Performance Review Format
IV. Business Performance Review in Action

2. Balanced Scorecards
4 | © 2012 Kaiser Foundation Health Plan, Inc.
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

3. 5 | © 2012 Kaiser Foundation Health Plan, Inc.
Balanced Scorecards
Example
Preparing for the Business Performance Review

4. 7 | © 2012 Kaiser Foundation Health Plan, Inc.
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
8 | © 2012 Kaiser Foundation Health Plan, Inc.
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

5. 9 | © 2012 Kaiser Foundation Health Plan, Inc.
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

6. 11 | © 2012 Kaiser Foundation Health Plan, Inc.
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 Format
Structure and Roles
12 | © 2012 Kaiser Foundation Health Plan, Inc.
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 Format
Meeting Frequency

7. Business Performance Review in Action
14 | © 2012 Kaiser Foundation Health Plan, Inc.
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 Action
Meeting Structure

8. 15 | © 2012 Kaiser Foundation Health Plan, Inc.
Business Performance Review in Action
Balanced Scorecard - Snapshot
Graph of
performance
measure
Commentary
16 | © 2012 Kaiser Foundation Health Plan, Inc.
Business Performance Review in Action
Balanced Scorecard
Perspective
Stoplight
indicators
Objective
Initiative

9. 17 | © 2012 Kaiser Foundation Health Plan, Inc.
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 Action
Scorecard – Attendance Management
18 | © 2012 Kaiser Foundation Health Plan, Inc.
Business Performance Review in Action
Scorecard – Budget
Exceeding
expectations
Under-
performing

10. 19 | © 2012 Kaiser Foundation Health Plan, Inc.
Scribe captures all action items from the
discussion
Meeting concludes with a summary of
action items
Business Performance Review in Action
Meeting Conclusion
20 | © 2012 Kaiser Foundation Health Plan, Inc.
Questions?
Debra Brown
Performance Improvement Director
debra.l.brown@kp.org
Susana Garcia
Patient Care Experience Leader
susana.garcia@kp.org
Speaker Contact Information