1. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 1 A Culture of High Performance Achieving Higher Quality at a Lower Cost Quint Studer, May 16, 2014

2. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 2 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Page 2 “People wish to be settled; but only as far as they are unsettled, is there any hope for them.” —Ralph Waldo Emerson

3. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 3 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 3 Change not always bad or feared

4. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 4 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 4 Three part framework for change: Source: Heath and Heath 2010

5. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 5 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 5  Ambiguity is the enemy of change.  Look for bright spots. Start small. Little change can have large impact.  Show clear path remove the fog to direct the rider. 1. Direct the Rider Source: Heath and Heath 2010 Tools and Techniques  Operational Dashboard  Leadership Evaluation Manager  90-Day Plan  Employee Forums / Town Hall meetings

6. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 6 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 6  Respond to felt need. It is the felt need of the person that matters. Find the what.  Speak to the emotion not the information.  It is a long game -- not the intervention but the identity. A series of interventions moves it identity. How people see self, organization, entity. 2. Motivate the Elephant Source: Heath and Heath 2010 Tools and Techniques  Employee Engagement Survey  Physician Engagement Survey  Leadership Skill Development  Employee Forum  Supervisory Sessions

7. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 7 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 7  When the path changes, people change.  Tweak the environment to make change easier. 3. Shape the Path Tools and Techniques  Leadership Evaluation  90-Day Plan  Standards of Behavior  Process Improvement Source: Heath and Heath 2010

8. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 8 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 8 Phases of Competency and Change Individual Unconsciously unskilled Source: Abraham Maslow; 1940; “Four Stages for Learning Any New Skill””; Gordon Training International by Noel Burch; 1970

9. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 9 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Page 9 Phases of Competency and Change Individual Unconsciously unskilled Consciously unskilled Source: Abraham Maslow; 1940; “Four Stages for Learning Any New Skill””; Gordon Training International by Noel Burch; 1970

10. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 10 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 10 Phases of Competency and Change Individual Consciously skilled Unconsciously unskilled Consciously unskilled Source: Abraham Maslow; 1940; “Four Stages for Learning Any New Skill””; Gordon Training International by Noel Burch; 1970

11. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 11 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 11 Phases of Competency and Change Individual Unconsciously skilled Consciously skilled Unconsciously unskilled Consciously unskilled Source: Abraham Maslow; 1940; “Four Stages for Learning Any New Skill””; Gordon Training International by Noel Burch; 1970

12. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 12 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 12 Phases of Competency and Change Individual Unconsciously skilled Consciously skilled Unconsciously unskilled Consciously unskilled Source: Abraham Maslow; 1940; “Four Stages for Learning Any New Skill””; Gordon Training International by Noel Burch; 1970

13. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 13 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 13 Phases of Change - Organization PHASE 1 THE HONEYMOON  Sense of excitement  Right “to do” list  Things will get better (hope)  Quick fixes are implemented  Skeptics

14. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 14 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 14 Phases of Change - Organization PHASE 2 REALITY SETS IN  We/they  Inconsistency  Bigger than I thought  This will impact me  Some are getting it  Some are not

15. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 15 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 15 Phases of Change - Organization PHASE 3 THE UNCOMFORTABLE / INTOLERABLE GAP  Performance gap is evident  Tougher decisions must be made  Process improvement increases  Inconsistencies obvious

16. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 16 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 16 Chuck Yeager Source: The Right Stuff Movie

17. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 17 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 17 Phases of Change - Organization PHASE 4 CONSISTENCY  High performing results  Everyone understands the keys to success  Disciplined people and disciplined processes  Proactive leadership

18. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 18 COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Page 18 Connecting Heart and Mind HEART MIND

19. COPYRIGHT © STUDER GROUP Please do not quote or disseminate without Studer Group authorization Slide 19 “It always comes back to values...” Quint Studer