Kaiser Permanente: Performance Management

Business Review Best Practices

Debra Brown, Performance Improvement DirectorSusana 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

Balanced Scorecards


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


Balanced Scorecards Example

Preparing for the Business Performance Review


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


� 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


� 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


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 FormatStructure and Roles


� 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 FormatMeeting Frequency

Business Performance Review in Action


� 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 ActionMeeting Structure


Business Performance Review in ActionBalanced Scorecard - Snapshot

Graph of

performance

measure

Commentary


Business Performance Review in ActionBalanced Scorecard

Perspective

Stoplight

indicators

Objective

Initiative


� 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 ActionScorecard – Attendance Management


Business Performance Review in ActionScorecard – Budget

Exceeding

expectations

Under-

performing


� Scribe captures all action items from the discussion

� Meeting concludes with a summary of action items

Business Performance Review in ActionMeeting Conclusion


Questions?

Debra Brown

Performance Improvement Director

[email protected]

Susana Garcia

Patient Care Experience Leader

[email protected]

Speaker Contact Information

Kaiser Permanente: Performance Management

Health & Medicine

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