1. MUSC Excellence University Excellence 101 Getting Connected

2. Starting to Climb!

5. Ever wonder what separates the CAN DO people From the CAN’T DO?

6. No one said the climb is easy!

7. Downright scary for the inexperienced!

9. Why have you chosen to do what you do? What is an example of the last time you knew you had purpose in your work?

10. GETTING CONNECTED MUSC Excellence Aligning your Strategic Plan into Pillars across five critical success factors Our Service Our Quality Our People Our Finances Our Growth Do we have a proper balance?

11. Service Increase Patient Satisfaction Reduce Turnover Goal = 11.0% May = 8.4% Decrease Mortality Index Goal =.80 Current =.80 Operating Margin Goal = 3% Current = 1.6% Maintain supply expense per adjusted discharge Goal = 40 th Current = 75th Increase Inpatient Admissions Goal = 7.0% Final = 0.0 % Increase Outpatient Visits Goal = 7% Current = 7.3% People QualityFinanceGrowth MUSC Excellence Ambulatory Care Goal = 75th %ile Final = 77th %ile FY07-08 Goals Main Hospital Goal = 75th %ile Final = 79th%ile Children’s Hospital Goal = 80th %ile Final = 76th %ile IOP Inpatient Goal = 75th %ile Final = 64th %ile IOP Outpatient Goal = 75th %ile Final = 87th %ile Increase Employee Satisfaction Goal = 67.3 Final = 68.4 Increase Physician Satisfaction Goal = 69.8 Current = 71.1 Maintain labor expense per adjusted discharge Goal = 40 th Current = 62nd

12. Service Increase Patient Satisfaction 2004Goal2004Goal 2004Goal 2004Goal 2004Goal 2004Goal PeopleQualityFinanceGrowth BEFORE MUSC Excellence 2004Goal MUHA Goals - SAMPLE 2004Goal 2004Goal 2004Goal 2004Goal 2004Goal 2004Goal 2004Goal 2004Goal

13. Service Employee Sat: General communication from supervisor is timely/relevant ’07 Actual = 69% ’08 Goal = 75% ’08 Actual = 77.6% Customer Satisfaction: Deliver Quality products/services ’08 Goal=65% ’08 Current=84% Target a 5% improvement in key productivity benchmarks across the Division Improve Employee Understanding of how key measures tie to Division goals ’07 Actual = 54% ’08 Goal = 60 h ’08 Actual = 70% Employee Satisfaction: Believes MUSC Excellence is making positive difference ’07 Actual = 48% ’08 Goal = 60% ’08 Actual = 70.8 % Employee Satisfaction: Department provides adequate ongoing training to perform job ’07 Actual = 59% ’08 Goal = 65% ’08 Actual = 67% PeopleQualityFinanceGrowth Finance & Administration FY 08 Pillar Goals Employee Satisfaction: Supervisor talks regularly about customer service goals ’07 Actual = 57% ’08 Goal = 65% ’08 Actual = 74.3% Customer Satisfaction: Response Timely/Effectively ’08 Goal = 65% ’08 Current = 84% Employee Sat: Supervisor has spoken about diversity initiatives Employee Sat: Supervisor has spoken about diversity initiatives ’07 Actual = 57% ’08 Goal = 65% ’08 Actual = 7l.6% Employee Sat: Good performance is recognized in our department ’07 Actual = 51% ’08 Goal = 57% ’08 Actual = 65.8%

14. University Pillar Goals People: Create an environment that is conducive to high morale and productivity – reinforcing that MUSC is the right place to be! Service: Provide high quality services to students, alumni, patients, families, each other and our community with compassion, respect, dignity and pride. Quality: Achieve the highest standards of excellence in education, research, and clinical and community service. Growth: Create new and expanding opportunities, emphasizing collaborative partnerships internally and externally, that benefit our research, educational and clinical enterprises. Financial: Maintain fiscally sound practices that will sustain our ability to operate and grow in all areas of our strategic mission.

15. Service Collaboration Goal: Each Academic Unit will define its current Statewide/National/ International Collaborative Initiatives and goals by March 1, 2009 These will include HSSC, COEE and educational outreach objectives Achieve Pass Rate on licensure, credentialing, or board exams of 96% Determine Key Sustainable Financial Metrics for each academic unit by Feb 15, 2009 Budget to Actual Goal = 95% to budget Graduating Student perception of inter- professional cooperation increase 3% PeopleQualityFinanceGrowth MUSC Excellence Develop needed pulse/baseline survey measures of goals by Dec 08, and permanent metric tools by June 09 FY08-09 Pillar Goals Graduating students believe they made the RIGHT choice in selecting MUSC at __% or higher or would choose this experience again Current students believe they are receiving a high quality education at __% or higher Faculty made right choice in selecting MUSC at ___% or higher Define stewardship to our respective communities and identify measures by October 2008 Implement Student, Faculty Staff and Alumni Perspective Surveys by July ‘09 Achieve 95% graduation rate within each program Achieve E- Value score of 4.2 or higher for ‘students satisfied with faculty eff. as teacher’ ___% of Staff pleased to be working at MUSC Faculty & Staff ‘believe their environment is conducive to performing high quality research and scholarship at __% or higher Achieve Service Satisfaction rate of __% or higher in each aspect of the University Achieve top 50% ranking for total funding of research as compared to ‘peer institutions’ Achieve __% patient satisfaction or higher in faculty clinical practice settings ___% faculty, staff, & students evaluate ‘MUSC’s culture as valuing diversity Develop a process by which strategic goals will be linked with clearly identified institutional resources prior to February 2009 As we begin our pursuits in Excellence – we will be striving to reach or exceed the top quartile in most key areas (some yet unmeasured as indicated below). Once benchmark data are available, we will establish step goals to move us upwards at all times.

16. MUSC Excellence 9 Principles ~ 6 Must Haves 1. 1. Commit to Excellence 2. 2. Measure Important Things 3. 3. Build a Service Culture 4. 4. Develop Our Leaders 5. 5. Focus on Employee Satisfaction 6. 6. Build Accountability 7. 7. Align Behaviors with Goals & Values 8. 8. Communicate to ALL 9. 9. Recognize & Reward 1.Perform follow-up customer calls (3) 2.Develop Key Word standards throughout (3) 3.Rounding for Results (5) 4.Hire Right (6) 5.Do Leadership Evaluations (7) 6.Do ‘Active Appreciation’ (9)

17. Standards of Behavior Signing your Commitment

18. Standards of Behavior KEY Words

19. Consistent Agendas Can we align all meeting agendas at MUSC around the same five pillars of excellence? Do you see the HUGE benefits of this?

20. Begin with Begin with WINS What is a ? What is a WIN ? Why begin with them? Why begin with them? Let’s start today! Let’s start today!

21. Evaluating our Leadership Align with Goals & Behaviors Premise: All leaders/Managers should be evaluated according to goals aligned with each pillar Premise: All leaders/Managers should be evaluated according to goals aligned with each pillar Example: Under “Our people”, a goal might be to reduce employee turnover in our Division by 5 percent.

22. Service Increase Patient Satisfaction 2004Goal2004Goal 2004Goal 2004Goal 2004Goal 2004Goal PeopleQualityFinanceGrowth BEFORE MUSC Excellence 2004Goal MUHA Goals - SAMPLE 2004Goal 2004Goal 2004Goal 2004Goal 2004Goal 2004Goal 2004Goal 2004Goal

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25. Leadership Evaluation: Example Pillar Goal & Result Score  9.0 = 5  7.0 = 4  7.0 = 4 Result  5.0 = 3  5.0 = 3 7.2  3.0 = 2  0.0 = 1 Weight x Result Weight x Result = People To Increase faculty satisfaction by 8% Weight = 15% Score (Ex:.15 x 4 =.6)

26. High, Medium, Low Create and Develop High, Medium, Low Performers Identify high, medium, low performers Re-recruit the high performers (keep them!) Move the medium performers up to high Move the low performers up or out

27. Movement of H-M-L Performers M H L H M L Gap is uncomfortable H M Gap is intolerable L EXCELLENCE

28. ‘Rounding for RESULTS’ Who came up with this term…Rounding? What exactly is it supposed to accomplish? If you’re saying “I’m already doing this” -- you’re not alone

29. Rounding for Results As you start Rounding… it can be slippery!

30. Principles are transportable. Our collective challenge is to figure out HOW… - MUSC Faculty Member

31. Attitude is everything