IQPC Workshop Outline MayoNeocase 2015.09.29 jlw V1.5
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Transcript of IQPC Workshop Outline MayoNeocase 2015.09.29 jlw V1.5
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HR SERVICE TECHNOLOGY IMPLEMENTATION BEST PRACTICES
Based on Mayo Clinic Experiences
October 2015
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AGENDA
1. PRESENTATION2. SMALL GROUP DISCUSSIONS3. GROUP PRESENTATIONS
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Our MissionTo inspire hope and contribute to health and well-being by providing the best care to every patient through integrated clinical practice, education and research
Our VisionMayo Clinic will provide an unparalleled experience as the most trusted partner for health care
Our Primary ValueThe needs of the patient come first
ABOUT MAYO CLINIC
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After 150 years...
6 STATES
59,509 EMPLOYEES*
1.3 MILLION UNIQUE PATIENTSfrom 135 countries**
5 Colleges
*Employee statistics reported 12-31-2013; **YE 2013 data
ABOUT MAYO CLINIC
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After 150 years...
4,158 STAFF PHYSICIANS& SCIENTISTS*
4.9 M OUTPATIENT VISITS**
2,580 RESIDENTS & FELLOWS*
128,665 SURGICAL PATIENTS**
*Employee statistics reported 12-31-2013; **YE 2013 data2014
11th consecutive year
ABOUT MAYO CLINIC
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PRESENTATION
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1. Goal Setting2. Governance3. Change Management4. Customer Feedback5. Building & Managing the Knowledge Base6. Establishing Balance
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Warm-up Quiz
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“When you come to a fork in the road,
take it.”
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“You can observe a lot by watching.”
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“It’s so crowded that no one goes there
anymore.”
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“It gets late early around here.”
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“You better cut the pizza into 4 pieces,
because I’m not hungry enough to
eat 6.”
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©2015, Neocase Software - Proprietary & Confidential Information13
1. GOAL SETTING
“If you don’t know where you’re going, you’ll end up someplace else.”
- Yogi Berra, 1925-2015
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1. GOAL SETTING
“If you don’t know where you’re going, you might wind up somewhere else.” - Yogi Berra, 1925-2015
A. High-level GoalsB. Phase I
“Foundational goals”
C. Phase II Goals
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1. GOAL SETTING
A. High-level GoalsB. Phase I
“Foundational goals”
C. Phase II Goals
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1. GOAL SETTING
A. High-level GoalsB. Phase I
“Foundational goals”
C. Phase II Goals
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1. GOAL SETTING
C. Phase II GoalsA. High-level Goals
B. Phase I “Foundational goals”
C. Phase II Goals
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2. GOVERNANCE
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2. GOVERNANCE
A. Involve all functional roles.
B. Monitor regularly.C. Establish a process
for resolving issues.
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©2015, Neocase Software - Proprietary & Confidential Information22
2. GOVERNANCE
A. Involve all functional roles.
B. Monitor regularly.
C. Establish a process for resolving issues.
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©2015, Neocase Software - Proprietary & Confidential Information23
2. GOVERNANCE
A. Involve all functional roles.
B. Monitor regularly.C. Establish a process
for resolving issues.
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©2015, Neocase Software - Proprietary & Confidential Information24
2. GOVERNANCE
A. Involve all functional roles.
B. Monitor regularly.C. Establish a process
for resolving issues.
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©2015, Neocase Software - Proprietary & Confidential Information25
3. CHANGE MANAGEMENT
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©2015, Neocase Software - Proprietary & Confidential Information26
3. CHANGE MANAGEMENT
A. Understanding the Voice of the Customer
B. Establish a Change Management Team
C. Implementing Change Management Tools
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©2015, Neocase Software - Proprietary & Confidential Information27
3. CHANGE MANAGEMENT
A. Understanding the Voice of the Customer
B. Establish a Change Management Team
C. Implementing Change Management Tools
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©2015, Neocase Software - Proprietary & Confidential Information28
3. CHANGE MANAGEMENT
B. Establish a Change Management Team
A. Understanding the Voice of the Customer
B. Establish a Change Management Team
C. Implementing Change Management Tools
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©2015, Neocase Software - Proprietary & Confidential Information29
3. CHANGE MANAGEMENT
A. Understanding the Voice of the Customer
B. Establish a Change Management Team
C. Implementing Change Management Tools
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©2015, Neocase Software - Proprietary & Confidential Information30
4. CUSTOMER FEEDBACK
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©2015, Neocase Software - Proprietary & Confidential Information31
4. CUSTOMER FEEDBACK
A. Establish feedback mechanisms.
B. Establish standards for responding to feedback.
C. Establish feedback implementation processes.
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©2015, Neocase Software - Proprietary & Confidential Information32
4. CUSTOMER FEEDBACK
A. Establish feedback mechanisms.
B. Establish standards for responding to feedback.
C. Establish feedback implementation processes.
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©2015, Neocase Software - Proprietary & Confidential Information33
4. CUSTOMER FEEDBACK
A. Establish feedback mechanisms.
B. Establish standards for responding to feedback.
C. Establish feedback implementation processes.
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©2015, Neocase Software - Proprietary & Confidential Information34
4. CUSTOMER FEEDBACK
A. Establish feedback mechanisms.
B. Establish standards for responding to feedback.
C. Establish feedback implementation processes.
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©2015, Neocase Software - Proprietary & Confidential Information35
5. BUILDING & MANAGING THE KNOWLEDGE BASE
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5. BUILDING & MANAGING THE KNOWLEDGE BASE
A. Taking InventoryB. Organizing the
ContentC. Assigning
Ownership
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©2015, Neocase Software - Proprietary & Confidential Information37
5. BUILDING & MANAGING THE KNOWLEDGE BASE
A. Taking Inventory
B. Organizing the Content
C. Assigning Ownership
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©2015, Neocase Software - Proprietary & Confidential Information38
5. BUILDING & MANAGING THE KNOWLEDGE BASE
A. Taking Inventory
B. Organizing the Content
C. Assigning Ownership
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©2015, Neocase Software - Proprietary & Confidential Information39
5. BUILDING & MANAGING THE KNOWLEDGE BASE
A. Taking Inventory
B. Organizing the Content
C. Assigning Ownership
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©2015, Neocase Software - Proprietary & Confidential Information40
6. ESTABLISHING BALANCE
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©2015, Neocase Software - Proprietary & Confidential Information41
6. ESTABLISHING BALANCE
A. Addressing the Needs of the Employee
B. Addressing Needs of HR
C. Considering Culture
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©2015, Neocase Software - Proprietary & Confidential Information42
6. ESTABLISHING BALANCE
A. Addressing the Employee Needs
B. Addressing HR Needs
C. Considering Culture
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©2015, Neocase Software - Proprietary & Confidential Information43
6. ESTABLISHING BALANCE
A. Addressing the Needs of the Employee
B. Addressing the Needs of HR
C. Considering Culture
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©2015, Neocase Software - Proprietary & Confidential Information44
6. ESTABLISHING BALANCE
A. Addressing Needs of the Employee
B. Addressing the Needs of HR
C. Considering Culture
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GROUP DISCUSSIONS
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1. Goal Setting2. Governance3. Change Management4. Customer Feedback5. Building & Managing the Knowledge Base6. Establishing Balance
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GROUP PRESENTATIONS
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1. Goal Setting2. Governance3. Change Management4. Customer Feedback5. Building & Managing the Knowledge Base6. Establishing Balance
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©2014, Neocase Software - Proprietary & Confidential Information47
NEOCASE SOFTWARE
www.neocasesoftware.com
+1 877 383 0400Info-
+33 1 73 60 01 10Info-
+44 207 092 6662Info-
AmericasNeocase Software Inc.275 Grove St. Suite 2-400 Boston-Newton MA 02466 USA
UK Northern EuropeNeocase Software LtdLincoln House300 High HolbornLondon WC1V 7JH - UK
EMEANeocase Software SAS55 rue Raspail92300 Levallois PerretFrance
+33 1 73 60 01 10Info-
Rest of the World Neocase Software SAS55 rue Raspail92300 Levallois PerretFrance