The Human Centered Organization: Boston Children’s Hospital
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Transcript of The Human Centered Organization: Boston Children’s Hospital
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Frequently Asked Ques6ons
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Inez Stewart Vice President of HR Boston Children’s Hospital
The Human Centered Organiza6on: Boston Children’s Hospital
Anne Prendergast Senior VP, Performance Solu;ons SurePeople
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The Human Experience The Key To High Performance And The Ultimate Customer Experience At Boston Children’s Hospital
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What you will get from this webinar
§ A behind-the-scenes look at why Boston Children’s Hospital (BCH) is ranked as one of the best pediatric hospitals in the country.
§ An understanding of a framework that balances customer intimacy, operational excellence, and product leadership (The Discipline of Market Leaders, 1997— Michael Treacy and Fred Wiersma).
§ Insight into how BCH is boosting its collective EQ by distinguishing between performance management and talent development.
OUTCOMES
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THE DISCIPLINE OF MARKET LEADERS
Customer Intimacy
Operational Excellence
Product Leadership
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WHERE DOES YOUR COMPANY FOCUS ITS EFFORTS?
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BOSTON CHILDREN’S HOSPITAL
§ Patient Non-Discrimination Policies
§ Equal Visitation Policies
§ Employment Non-Discrimination Policies
§ Training in LGBT Patient-Centered Care
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CUSTOMER INTIMACY
§ Employees
§ Patients
§ Family
§ Community
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HIGH RELIABILITY
§ Sensitive to operations
§ Reluctant to accept "simple" explanations for problems
§ Have a preoccupation with failure
§ Defer to expertise
§ Are resilient
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BENEFITS OF HIGH RELIABILITY
ERT-i™
Competencies Technology Cultural
Transformation x + = ( )
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BENEFITS OF HIGH RELIABILITY
+ + Prism®
(ERT-i™) Competency Proficiency
Rating
Talent Development Discussion
High Performing Leadership Team that is
capable of Culturally Transforming the
Organization + =
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CHANGING THE ROLE OF HR
§ Agility
§ Thoughtfulness
§ Feedback
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PERFORMANCE MANAGEMENT TO TALENT DEVELOPMENT
Performance management is about managing performance in a finite timetable (usually an annual basis, informed by goals and objectives).
Development planning is about helping people strengthen competencies and skills for performance.
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EQ TO ERT-i™
EQ is one of the largest drivers of patient safety.
EQ has to do with awareness of one’s emotions,
detection of other’s emotions, regulation (positive
emotional states, etc…).
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LESSONS LEARNED
What are some of the biggest lessons you learned
as the CHRO of an organization committed to continuous
improvement and high reliability?
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