Sustaining Operational Excellence

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Sustaining Operational Excellence

• The Must HavesTM

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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.

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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.

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Must HaveEmployee Selection and Early Retention

• Human Resources contribution and support of the
  People Pillar

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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.

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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).

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Pilot Areas and Cost Center

• Security (8420)
• Transport (9220)
• Communications (9521)
• Diagnostic (7210)
• Ultrasound (7270)
• 4 East (6180)
• Emergency Department (6780)

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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

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Building the foundationEmployee 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).

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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.

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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.

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Behavioral Based Questions

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

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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.

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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.

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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.

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On-Boarding Process
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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.

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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

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Implement Peer Interviewing FirstSelecting Your
Peer Interview Team

• FirstSelecting 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.

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Next.Educating Peer Interviewers

• Role -playing
• Avoiding illegal questions
• Establish roles and perimeters for the peer
  interview process

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Wrap Up Items.

• Playing by the rules
• Homework