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Sustaining Operational Excellence

Sustaining Operational Excellence. The Must HavesTM. Sustaining Operational Excellence. There are six key activities implemented to ensure maximum effectiveness and to build a solid foundation where top management supports the culture by modeling the desired behavior to staff.

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Sustaining Operational Excellence

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  1. Sustaining Operational Excellence The Must HavesTM

  2. Sustaining Operational Excellence • There are six key activities implemented to ensure maximum effectiveness and to build a solid foundation where top management supports the culture by modeling the desired behavior to staff. • These key activities are called Must HavesTM.

  3. The Must HavesTM are…….. • Rounding for outcomes, • Employee thank you notes, • Employee selection and early retention, • Discharge phone calls, • Key words at key times, and • Aligning leadership evaluations with desired outcomes.

  4. Must Have…Employee Selection and Early Retention Human Resource’s contribution and support of the People Pillar

  5. Keeping Valued Employees... • Key to building a great culture and getting great results (Studer) • Studer research shows: • 66% of Turnover happens in the first year of employment • Half of that turnover is within the first 90 days.

  6. BHE Turnover by Tenure (FY03) • 42% prior to 1 year anniversary • 22% did not see 4 months of employment. • 25% leave between 1 and 3 years. (Talent loss).

  7. Pilot Areas and Cost Center • Security (8420) • Transport (9220) • Communications (9521) • Diagnostic (7210) • Ultrasound (7270) • 4 East (6180) • Emergency Department (6780)

  8. How will we measure our success? • Vacancy Rates • Turnover • Exit interview information • Employee survey results • Retention focus groups information • 30 day retention meeting information • Turnover stimulators

  9. Building the foundation…Employee Selection • Employees acting as the “owners” of the organization through peer interviewing. • “It is crucial to incorporate structured peer interviewing into any hiring process in order for the employee selection to be effective (Studer).”

  10. How do you feel about this scenario? • You live in a house with your family. • The head of your house (Someone other than you) notifies you that there will be a stranger coming to live with you and your family. • You have no choice in determining the new person. • You will be expected to welcome the new person into your home.

  11. Why Peer Interviewing? • Increases accuracy of a cultural fit between candidate and organization. • Fosters a sense of investment on the part of the candidates peers and are more likely to make the new employee a success. • Creates engagement on part of the department staff.

  12. Behavioral Based Questions • Past behaviors are best predictors of future performance. • Acting vs. Feeling • No yes or no questions.

  13. Early Retention • New Hire Orientation Welcome. • 30 Day Retention Meeting • Crucial to gaining information prior to 90 day • Critical point in new hires tenure • Solidifying the Manager/Employee Relationship. • Safe avenue of communication.

  14. The 90 Day Review • Provide feedback to the 30 day fact finding meeting. • Probing further into questions and suggestions made by the new hire at the 30 day meeting. • No “fine” answers.

  15. Retention Meetings • Small group meetings lead by Retention Coordinator. • Further education outside of general and department orientation. • Hidden pay in paycheck • Competitive advantages (Marketing) • Identifying any issues with being new. • Reinforcement of decision to join BHE.

  16. On-Boarding Process

  17. Other pointers………... • Focusing on Retention from the start. • Feeling of value from leaders and peers. • Better prepared to contribute to goals. • Staff ownership of hiring decision to ensure cultural fit.

  18. Peer Interviewing Process • HR completes initial application/applicant screening • Manager interview to pass along or decline candidate • Peers interview candidate • Interview rating forms returned to manager • Manager makes hiring decision from collective decision

  19. Implement Peer Interviewing First…Selecting Your Peer Interview Team First…Selecting your peer interview team • 2-4 Peers • Peers are those who will be working most closely with the person or receiving service from the position. • Peer interviewers must model the values and standards, understand the duties of the job, communicate well, strong listening skills and are trusted by their co-workers.

  20. Next….Educating Peer Interviewers • Role -playing • Avoiding illegal questions • Establish roles and perimeters for the peer interview process

  21. Wrap Up Items……. • Playing by the rules • Homework

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