Critical Success Factors for Embassy Management, LLC

Dr. Debbie HedderlySeptember 17, 2013

Learning Objectives

Understand how Critical Success Factors (CSFs) fit into the strategic planning process

Define Critical Success Factors

Answer “Why use CSFs?”

Learn to identify and select CSFs

Define Action Steps for each selected CSF

Activity to Practice

Big Picture of Strategic Planning

Operating Goals &

ObjectivesCSFs

Strategic Goals &

Objectives

Vision &

Mission

Relatively Specific & Short Term

Relatively Long & Broad

Preview of Strategic Planning(Today & Tomorrow)

Step 1: Organizational & Market Analysis (OMA)

Step 2: Team Discussion & Complete OMA Tool

Step 3: Develop Your Strategic Plan, Goals & Objectives Define the CSFs Actions Steps

Step 4: Communicate the vision & execute

Step 5: Evaluate CSFs (OnFocus)

Step 6: Modify, adjust and take action

Critical-to-Success Factors (CSFs)

Defined by Rockart1 as: Key areas of activity in which

favorable results are absolutely necessary to reach goals;

Key areas where things must go right for the business to flourish;

A relatively few number of important factors which a manager should focus attention

1Rockart, J.F. 1986 A primer on critical success factors. In Rise of managerial computing. Homewood, Il: Dow Hones, Irwin.

Why Use Critical Success Factors?

Defined by Howell2: Simple to understand Focus attention on concerns and factors critical to

the success of the goal Incorporated into the strategic planning process Easy to monitor Benefits are significant

2Howell, M. T. 2010. Critical success factors simplified: Implementing the powerful drivers of dramatic business improvement . Boca Raton, FL: CRC Press.

Identifying Critical Success Factors

Develop a list of potential CSFs for each goal 1-3 CSFs for each goal CSFs should be 10 words or less

Evaluate each one by asking, “Is this factor absolutely critical to the successful implementation of the goal?”

Traditional (partial) CSF List for Management Initiatives

Accountability

Best Practices

Coaching

Communication

Continual Improvement

Customer Satisfaction

Effective Change Management

Employee Involvement

Innovation

Leadership or Management Involvement

Strategic Alignment

Measurement

Productivity

Quality

Safety

Technology

Training

Identifying Critical Success Factors

After the 1-3 CSF are established, determine Action Steps for each selected CSF Who is responsible Time line for completion Resources needed

Examples of Traditional CSFs for Management Initiatives3

GOAL: Improve quality of patient care during shift changes

2Howell, M. T. 2010. Critical success factors simplified: Implementing the powerful drivers of dramatic business improvement . Boca Raton, FL: CRC Press.

CFSs Yes No

Top Management Commitment

X

Training X

Communication X

Employee Involvement X

Best Practices X

Time to accomplish project X

Safety X

Examples of Action Steps

Leadership or Top Management Involvement Support & assist team Provide resources Communicate and break down

barriers Provide constructive reviews

Examples of Action Steps

Employee Involvement Understands goals,

processes and what is involved

Competent in the tasks/activities involved or provide training

Examples of Action Steps

Communication Internal & external

communication plans Communicate “Why” we

are doing this Provide facts, including

successes and reasons for failure

Measure CSFs’ Implementation Progress

Every month, each manager evaluates each CSF

Measure CSFs’ Implementation Progress

Track progress through OnFocus Healthcare Platform Short Ops Meeting monthly

Graph or chart the progress

Octob

er

Novem

ber

Decem

ber

Janu

ary

0

5

10

15

20

25

30

35

CommunicationEmployee In-volvementManagement Commitment

Measure CSFs’ Implementation Progress

If one CSF is falling behind, focus on what it will take to move it forward and create an action plan

Measure CSFs’ Implementation Progress

Monitor, adjust, and take action

Summary

Define your goals & objectives

Identify the CSFs Ask, “Is this CSF ABSOLUTELY critical to achieving the

goal?” Then, select the appropriate CSFs

Determine Action Steps for each selected CSF

Measure the implementation progress of the CSFs through OnFocus

Monitor, adjust and take action

Activity

Identify one goal

Establish a list of CSFs

Ask the question, “Is this CSF ABSOLUTELY critical to achieving the goal?”

Establish 1-3 CSFs for this goal

Create the Action Steps needed with accountability, time line and resources needed for each CSF