1. Regina Shupe MSN, RN Julie Kennedy BSN, RN
Flagler Build and Sustain ____________________ Owner versus Renter Who is My Customer
Regina Shupe MSN, RN
Julie Kennedy BSN, RN
© 2010 Studer Group

2. The Build and Sustain Map
Meeting Title Here (on Notes Master)
Rev
The Build and Sustain Map
Breakthrough
Foundation
STUDER GROUP®:
Objective Evaluation System
Leader Development
Must Haves®
Performance Gap
Standardization
Accelerators
Aligned Goals
Aligned Behavior
Aligned Process
BE SURE LEM goals are weighted and banded to drive results!
Leaders must have skills in validation and inspiration to take organization to next level. They cannot take organization to next level if they cannot take themselves to next level
Re-recruit high and middle/solid performers
Move low performers up or out
Critical Conversations
Skill versus will
Software
Agreed upon tactics and behaviors to achieve goals
Processes that are consistent and standardized
Process Improvement
PDCA
Lean
Six Sigma
Baldrige Framework
Second most important foundational slide next to flywheel is this slide focusing on the execution framework – Evidence-based leadership.
Process improvement, re-engineering, etc. This is not a stand alone item – it will not get you there.
We focus a lot on the aligned goals (dark blue) and Aligned Behavior (yellow)
Aligned Behavior:
Tactics and Behaviors
Dealing with low performance
Aligned Goals:
Biggest miss is aligning goals. Don’t evaluate on competency….but rate on outcomes. Is your evaluation system outcome oriented and weighted?
Skill/Leader Training: Key part of outcomes and success.
© Studer Group®

3. Foster Owner Behavior
What behaviors go with owning versus renting?

4. Foster Owner Behavior

5. Owner versus Renter Exercise
Read each scenario
Document specific behaviors that demonstrate ownership versus renter-ship of our patients and their families

6. Owner and Always Where does “always” fit in ownership and renter-ship?
Is it ok to take good care of people (or even animals) just some or most of the time?

7. Little Owners or Big Owners?
“My” patients versus “Our” patients
We all collectively own the patient experience,
regardless of where a patient is in the hospital.
Moving patients, handoffs, collaborating on patient
must all be seamless to the patient and centered around
what is best for the patient – not what is “convenient”.

8. “Everyone who interfaces with me (my department, my practice, my hospital, etc.) is my customer.”

9. Who is My Customer? Worksheet Exercise

10. Copy of Action Plan Here

11. Copy of Linkage Grid Here

12. Julie Kennedy BSN, RN Studer Coach www. studergroup. com julie
Julie Kennedy BSN, RN Studer Coach
If you want to build a ship don’t tell people to collect wood
and don’t assign them tasks and work
but rather teach them to long
for the endless immensity of the sea.
-Antoine de Saint-Exupery