All Posts Tagged With: "compliance"
Baldrige Model: What are your senior leadership and governance results?
Item 7.4 in the Baldrige Criteria asks for your senior leadership and governance results. The following examples from Baldrige Award-winning applications show strong current levels, positive trends, and positive comparisons to key benchmarks. To read the descriptions of these measures and to see a broader range of Item 7.4 measures, go to the Results category responses of Baldrige Award-winner applications here. Chart numbers may not correspond to the Item number because of changes to the Criteria.
Compliance Training Can Be Fun?
The Baldrige Criteria promote ethical behavior through questions in the Leadership, Workforce Focus, and Results categories including:
- How does your organization promote and ensure ethical behavior in all interactions?
- What are your key processes and measures or indicators for enabling and monitoring ethical behavior?
- How do you monitor and respond to breaches of ethical behavior?
- What are your results for key measures or indicators of breaches of ethical behavior?
Most organizations try to instill ethical behavior with some type of compliance training. As Dan and Chip Heath point out in “How to Make Corporate Training Rock,” that training tends to be so dull that nobody would take it if it wasn’t mandatory.
For BearingPoint, a management and technology firm, compliance training was too critical to make it boring, so they told their chief compliance officer to redesign their program to influence the behavior of employees operating in different organizational cultures across the country. Russ Berland, the compliance officer, and his team interviewed employees about the “gray areas” they encountered. The stories they heard became the basis for a fictional video series of ten short episodes. You can watch an episode at the story link above.
Modeled after The Office, the series features a Kevin, a “lovably, oily boss,” and Vanessa, “a levelheaded analyst on Kevin’s team.” Here’s an exchange between the two when Kevin proposes throwing a surprise party for a client, Ricardo, to curry favor.
VANESSA: Sir, how are we going to pay for this?
KEVIN: We’ll just work it into the bill somewhere.
VANESSA: We can’t bill a client…
14Dec2010 | Steve George | 0 comments | Continued10 Critical Questions: Results
The Baldrige model focuses on results: You don’t transform an organization without a very good reason, and for those organizations that transform themselves through Baldrige, the reason is because it delivers results. Check out some of the results achieved by Baldrige Award recipients in the following areas:
Better yet, read Category 7 in the award application summary of any winner you choose (click here) and you will find impressive results across all six of the areas measured.
The Results Category is the only Category in the Baldrige Criteria that examines your organization’s performance and improvement—but this one Category is worth 45% of the possible points when scoring a Baldrige application because the Baldrige model focuses on results. The best way to evaluate your results is through an assessment using the Baldrige Criteria. You can find out how to do that here. If you cannot do a full assessment but want insight into how to improve your results, here are 10 critical questions to ask and answer:
What are your current levels and trends in key measures of:
- Product performance OR student learning and improvement in student learning OR health care outcomes, health care process results, patient safety, and patients’ functional status?
- Customer/student/patient and stakeholder satisfaction, dissatisfaction, relationship building, and engagement?
- Financial performance?
- Market or marketplace performance?
- Workforce engagement and satisfaction?
- Workforce and leader development?
- The operational performance of your work systems and key work processes?
- Regulatory and legal compliance and ethical behavior?
- For each of these measures, how does your organization’s performance compare to that of your competitors and other organizations with…
Strategic Challenges for Hospitals
According to an annual survey by the American College of Healthcare Executives (ACHE), 77% of the approximately 1,100 hospital CEOs who responded identified financial challenges as one of the top three issues confronting their hospitals. Patient safety and quality ranked second according to 43% of respondents, while care for the uninsured was third at 41%.
When asked what specific concerns faced their hospitals in the area of patient safety and quality, redesigning care processes and redesigning the work environment to reduce errors both received 66%, compliance with accrediting organizations got 60%, and medication errors was identified by 57% of respondents.
These strategic challenges help explain why healthcare organizations now account for roughly half of all Baldrige applications despite being one of six categories: Financial challenges, which are exacerbated by caring for the uninsured, are forcing hospitals to be as efficient as possible while still providing safe, high-quality patient care. The Baldrige model helps hospitals address all of these challenges by understanding how their management systems work, where their greatest opportunities for improvement are, and how they can make dramatic improvements quickly.
The nine hospitals and medical centers that have received the Baldrige Award demonstrate how to tackle all of these challenges at the same time. To find out how they did it, read their award application summaries, which are available through the Baldrige program.
You can read a summary of the ACHE survey here.
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