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NACCHO Performance Improvement Technical Assistance Webinar Series
April 12, 20122:00 – 3:00 PM ET
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Open Q & A
You may pose a question by asking it during the
Q & A portion of the webinar today or by using the
chat function in ReadyTalk, located in the lower left-
hand corner of your screen.
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Today’s Topic: Introduction to Building a Performance Management System
Presenters
Pooja VermaProgram Analyst, Accreditation & Quality [email protected](202) 507-4206
Cindan GizziDeputy DirectorTacoma-Pierce County Health [email protected] (253) 798-7695
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Performance Management System
Source: Turning Point Performance Management Collaborative, 2003.
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PHAB Standard 9.1
Use a performance management system to monitor achievement of organizational objectives.
Measure 9.1.1: Engage staff at all organizational levels in establishing or updating a performance management system
Measure 9.1.2: Implement a performance management system
Measure 9.1.3: Use a process to determine and report on achievement of goals, objectives, and measures set by the performance management system
Measure 9.1.4: Implement a systematic process for assessing customer satisfaction with health department services
Measure 9.1.5: Provide staff development opportunities regarding performance management
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Questions
• What is the first step a health department should take
when establishing a performance management system
and moving from theory to action?
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Questions
• PHAB requires goals and objectives with time framed
targets from both the agency strategic plan and
performance management system. How does an agency
strategic plan relate to the performance management
system?
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Performance Management System
Source: Turning Point Performance Management Collaborative, 2003.
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Questions
• Could you explain the link between performance
management and quality improvement? How should the
QI plan link to the performance management system?
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Questions
• It seems overwhelming to collect data and measure
performance on all of the activities in an agency. What are
some considerations for selecting and developing
performance measures?
• Do you recommend the use of a particular framework for
performance measurement such as Baldrige or Balanced
Score Card?
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Questions
• How do you turn data and information into useful
knowledge that will drive improvement and ultimately
result in greater efficiency and effectiveness?
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Using Performance Measures
Identify and agree what
matters
Collect the right
information
Learn and improve
performance
Strategy mapping Outcome, output, and
performance measure definitions
Internal and external stakeholder assessment
Performance measure design template
Key performance questions
Performance measure decision framework
Building blocks of performance / quality / learning culture
Performance improvement meetings
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Three Examples of Using Performance Measure Data
• Improve performance: food safety measures
• Identify QI projects: solid waste complaints
• Use as springboard for more extensive program
evaluation: obesity prevention school mini-grants
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Questions
• Do you recommend purchasing a performance
management software to track and analyze performance
data?
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Questions
• PHAB Measure 9.1.4 A requires a systematic process for
assessing customer service as a part of the PM system.
Could you provide advice or resources on how to
implement a customer satisfaction survey system?
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Questions
• What are the respective roles of leadership, management,
and frontline staff in implementing a performance
management system?
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Additional Questions
OPEN Q&A
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Lessons Learned from Tacoma-Pierce
• It’s critical to make data/reporting meaningful to staff.
• More is not better.
• Staff need lots of practice/training to develop good
performance measures.
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Resources
• Performance Management Self-Assessment Tool:
http://www.collaborativeleadership.org/pages/pdfs/CL_self-assessments_lores.pdf
• Turning Point Resources:
http://www.turningpointprogram.org/Pages/perfmgt.html
• PHF’s Performance Management & QI Website:
http://www.phf.org/focusareas/PMQI/Pages/default.aspx
• Public Health Performance Management Centers for Excellence: http://
www.doh.wa.gov/PHIP/perfmgtcenters/index.htm
• Developing, Monitoring, and Using Performance Measures:
http://www.doh.wa.gov/PHIP/perfmgtcenters/modules/Year2/11-09-11_PerfMeas_public_main.htm
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Next Webinar
Save the date for Thursday, May 10, 2012 at 2:00PM ET for
the next call in the Performance Improvement Technical
Assistance Webinar Series.
Visit www.naccho.org/piteleconference for more information.
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Evaluation
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