MUSC Excellence LDI 1 Finance & Administration June 16, 2006

1. Getting Connected MUSC Excellence LDI 1 Finance & Administration June 16, 2006

3. Begin withWINS • What is a WIN? • Why begin with them? • Let’s start today!

4. GETTING CONNECTEDMUSC Excellence • Aligning your Strategic Plan into Pillars across five critical success factors • Our Service • Our Quality • Our People • Our Finances • Our Growth Do we have a proper balance?

5. MUSC Excellence9 Principles~6 Must Haves • Commit to Excellence • Measure Important Things • Build a Service Culture • Develop Our Leaders • Focus on Employee Satisfaction • Build Accountability • Align Behaviors with Goals & Values • Communicate to ALL • Recognize & Reward • Perform follow-up customer calls (3) • Develop Key Word standards throughout (3) • Rounding for Results (5) • Hire Right (6) • Do Leadership Evaluations (7) • Do ‘Active Appreciation’ (9)

6. Evaluating our LeadershipAlign with Goals & Behaviors • Premise: All leaders/Managers in F&A should be evaluated according to goals aligned with each critical success factor Example: Under “Our people”, a goal might be to reduce employee turnover in our Division by 5 percent.

7. Consistent Agendas • Can we align all meeting agendas in F&A around the same five critical success factors? • Senior Staff • Departmental Do you see the HUGE benefits of this?

8. Right People on the Bus How are we doing?

9. Hiring Practices • Accurate job descriptions • Peer interviews…behavior-based • New hire commitment to standards and values • 30-day/90-day meeting with supervisor • Harvesting good ideas from employees

10. ‘Rounding for RESULTS’ • Shows that managers care about people • Helps managers learn what’s going well • Helps managers see first-hand which employees need to be recognized • Sheds light on systems that need to be improved • Managers learn what tools and equipment their employees need

11. Create and Develop LeadersHigh, Medium, LowPerformers • Supervisors 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 • Leadership development

12. Building a Service Culture Customer Service Survey Results PLUS Creating Service Teams • Standards & Leader Evaluations • Measurements • Reward & Recognition • Customer Satisfaction & Svc Recovery • Communications • LDI

13. MUSC Excellence Goals for Finance & Administration Service Quality People Finance Growth • Diversity • Dev. career counseling program • by 6/30/07 • Dev. process for • distributing/posting • recruitment & placement • goals to all hiring mgrs • Recognition & Reward • Make recommendations to • enhance Div. Programs by • 1/15/07. • Increase Empl Sat Survey • “Communication from supv • is timely & effective” from • 50% to 65% by 6/30/07. • Develop Division- • wide Customer Service • Survey by 1/15/07 • Conduct cust svc • training for 50% of • division employees by • 6/07, and 50% by 6/08 • Perform prof. • development • assessments in • all units by 4/07. • Use info. for • budgeting training • for fiscal 2008 • Develop Division- • wide survey for quality • of service by 1/15/07 • Establish • productivity • measures and Best • Practice benchmarks • in 80% of depts by • 6/30/07

14. Something we don’t know about you & BREAK!

15. Building a Service Culture • Developing Skill Sets • Rounding • Key Words • AIDET(Acknowledge, Introduce, Duration, Explanation and Thank) • Lifting UP • Customer Follow-up Calls

16. Rounding for Results As you start Rounding… it can be slippery!

17. Rounding for RESULTS • What we say to employees during these ‘walk arounds’ will improve the quality of information we get • Examples: ‘So tell me, what’s working well today for you? Anyone you think I should especially recognize for helping out? Do you have what you need to do your job? Are you aware of our service improvement efforts?’ • Keep a log of “rounding” sessions

18. Rounding on Customers • Are we responsive to your needs? • Has anyone in our department been especially helpful? • When you have a problem, do you know who to call? • Anything I can do to assist you right now? • Keep a log of “rounding” sessions

19. Active Appreciation • People love specific & positive feedback • Behavior that is recognized positively will be repeated • Pay is way down the list of employee motivation factors…recognition at the top • Complimenting takes getting used to!

20. Active Appreciation • Use notes to recognize good work you observed personally • Pass along a compliment you received from a customer or co-worker • Keep a log for each manager

21. AIDET & Lifting UP!

22. We want it NOW!

23. MUSC Excellence Fundamentals

25. How long will the work procedure, appointment or action actually take? • How long will the customer need to wait before they can expect you to be finished? • What disruption (noise, mess, etc.) will the work likely create? • How long until they resume business as usual?

26. Why are we doing this? • What will happen and what you should expect? • What questions do you have?

27. Thank them for choosing us to perform their work

28. Lifting UP! • Yourself • Others around you • MUSC

29. LUNCH!

30. Consistent Agendas • Can we align all meeting agendas in F&A around the same five critical success factors? • Senior Staff • Departmental • Complete a draft agenda (see format) Do you see the HUGE benefits of this?

31. Connecting with… The DOTS!

32. ToughQuestions

33. Next StepsThe Linkage Gridall forms available electronically!

34. Evaluations!