IQPC Workshop Outline MayoNeocase 2015.09.29 jlw V1.5

HR SERVICE TECHNOLOGY IMPLEMENTATION BEST PRACTICES

Based on Mayo Clinic Experiences

October 2015

AGENDA

1. PRESENTATION2. SMALL GROUP DISCUSSIONS3. GROUP PRESENTATIONS

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

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

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

PRESENTATION

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1. Goal Setting2. Governance3. Change Management4. Customer Feedback5. Building & Managing the Knowledge Base6. Establishing Balance

Warm-up Quiz

“When you come to a fork in the road,

take it.”

“You can observe a lot by watching.”

“It’s so crowded that no one goes there

anymore.”

“It gets late early around here.”

“You better cut the pizza into 4 pieces,

because I’m not hungry enough to

eat 6.”

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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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2. GOVERNANCE

A. Involve all functional roles.

B. Monitor regularly.

C. Establish a process for resolving issues.

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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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2. GOVERNANCE

A. Involve all functional roles.

B. Monitor regularly.C. Establish a process

for resolving issues.

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3. CHANGE MANAGEMENT

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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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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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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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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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4. CUSTOMER FEEDBACK

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4. CUSTOMER FEEDBACK

A. Establish feedback mechanisms.

B. Establish standards for responding to feedback.

C. Establish feedback implementation processes.

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4. CUSTOMER FEEDBACK

A. Establish feedback mechanisms.

B. Establish standards for responding to feedback.

C. Establish feedback implementation processes.

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4. CUSTOMER FEEDBACK

A. Establish feedback mechanisms.

B. Establish standards for responding to feedback.

C. Establish feedback implementation processes.

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4. CUSTOMER FEEDBACK

A. Establish feedback mechanisms.

B. Establish standards for responding to feedback.

C. Establish feedback implementation processes.

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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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5. BUILDING & MANAGING THE KNOWLEDGE BASE

A. Taking Inventory

B. Organizing the Content

C. Assigning Ownership

©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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5. BUILDING & MANAGING THE KNOWLEDGE BASE

A. Taking Inventory

B. Organizing the Content

C. Assigning Ownership

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6. ESTABLISHING BALANCE

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6. ESTABLISHING BALANCE

A. Addressing the Needs of the Employee

B. Addressing Needs of HR

C. Considering Culture

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6. ESTABLISHING BALANCE

A. Addressing the Employee Needs

B. Addressing HR Needs

C. Considering Culture

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6. ESTABLISHING BALANCE

A. Addressing the Needs of the Employee

B. Addressing the Needs of HR

C. Considering Culture

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6. ESTABLISHING BALANCE

A. Addressing Needs of the Employee

B. Addressing the Needs of HR

C. Considering Culture

GROUP DISCUSSIONS

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1. Goal Setting2. Governance3. Change Management4. Customer Feedback5. Building & Managing the Knowledge Base6. Establishing Balance

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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NEOCASE SOFTWARE

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+1 877 383 0400Info-

US@neocasesoftware.com

+33 1 73 60 01 10Info-

FR@neocasesoftware.com

+44 207 092 6662Info-

UK@neocasesoftware.com

AmericasNeocase Software Inc.275 Grove St. Suite 2-400 Boston-Newton MA 02466 USA

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+33 1 73 60 01 10Info-

FR@neocasesoftware.com

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