Management Engineering & Process Improvement Communitys3.amazonaws.com/rdcms-himss/files/production... · Technology Adoption Framework . Vision, Leadership & Awareness •Define

Management Engineering & Process Improvement

Community

March 7, 2014 Cecilia Backman, MBA

Committee Chair

MEPI Community Mission Support and promote the profession of management engineering and process improvement among the members of HIMSS by providing opportunities for networking, collaboration, publication, promotion and professional development of Management Engineers and Process Improvement professionals in healthcare organizations.

HIMSS Technology

Adoption Framework Presentation

How do we get to transformation?

What is transformation?

• According to the dictionary, transformation is: – Complete change: usually into something with an improved

appearance or usefulness. – Transforming: the act or process of transforming somebody or

something. – Substitution of variables: the mathematical conversion of an

expression, equation, or function into another equivalent entity, e.g. by the substitution of one set of variables with another.

• Or: – Innovation – Focused change – Transparency – Process – Adoption – Reinvigoration

HIMSS Innovation Community

• Leading research around process methods and how they impact innovation.

• Completed a brief survey to identify if, and how, organizations utilize process management methods to facilitate and stimulate innovation within the organization:

– Plan-Do-Check-Act (PDCA) – Six Sigma/LEAN and LEAN management – Agile Management – Total Quality Management (TQM) – Just-in-Time (JIT) – Kaizen – Hoshin Planning – Poka-Yoke – Design of Experiments – Process Excellence

Innovation Community findings

Innovation Community findings

• Many of the areas where the findings were 3.0 or below could be enhanced with the implementation of the Technology Adoption Framework as a strategy:

– The organization’s top priorities are well defined – 2.7 – The organization’s innovation priorities are easily executable – 2.5 – There is a planned and mapped strategy around innovation – 2.7 – Roadmaps and plans are followed closely and updated as needed – 2.6

Technology Adoption Framework

Vision, Leadership & Awareness

•Define Vision

•Define Current state/future state

•Define Success Criteria

•Define Business case for change

•Develop project governance structure

•Define team roles and responsibilities

•Develop sponsorship model

•Sponsorship coaching

•Consider strategic change across multiple initiatives

Change Management

Planning

•Develop change management plan

•Define adoption metrics

•Define new behaviors

•Team Building

•Define project performance measurements

Stakeholder Management

•Stakeholder identification and analysis (include unions and physicians)

•Identify internal change agents and change ambassadors

•Develop stakeholder management plan (including issue tracking and resolution planning)

•Define roles and responsibilities

•Define survey and engagement forums

Communication

•Define target audiences and engage key stakeholders

•Define key messages and appropriate channels and delivery voice

•Determine appropriate timing for messaging

•Develop feedback mechanisms

•Explore the use of social media

•Develop FAQ’s

Business & Operational Readiness

•Assess organizational and individual readiness

•Define workflow teams and structures

•Define “as-is” process and workflows

•Conduct organizational risk assessment

•Conduct operational impact analysis

•Conducts job impact analysis

•Create new job roles and responsibilities

Training & Engagement

•Develop Training Strategy—design, development and delivery

•Conduct in-depth audience analysis

•Curriculum plan and design

•Develop training material (blended learning approach)

• Plan/schedule training events, facilitators, training sites and registration

•Develop job aides, playbooks, and learning evaluations

Deployment

•Develop business transition plans

•Develop reinforcement and incentive alignment plans

Optimization

•Execute stabilization post go-live “end user support strategy”

•Support Command Center

•Reinforcement and incentive alignment

•Super User work group meetings

•Skill assessment and skill gap training

•Adoption, performance and optimization assessment

•Revisit vision alignment

Present State Transition State Transformed State

Project Management – Change Management – Integrated Activities

Internal Change Competency Development

HIMSS Change Management Task Force – Technology Adoption Framework

HIMSS Technology Adoption Framework

• Why use this framework? – Provides structure based on successful implementations. – Addresses scope, stakeholders, sponsors, project management,

training, deployment, etc. • How do we implement the technology?

– Many books are available on detailed implementation steps. – Consider this detail for each step along the way to guide what

additional resources may be needed beyond your current thoughts.

Internal change competency development

• Competency must be part of the continuum for the Technology Adoption Framework:

– Validate that the team is ready for each step. – Determine if they have the skills needed to succeed. – Identify what training will be required. – Assure that the right resources are available.

• A facilitated session on change management and leadership can be helpful. It will:

– Provide an understanding of how people react to change. – Promote understanding on how to be productive during a change.

Adopting the framework • Present state:

– Where are we today? – Where do we want to go? – Vision, leadership, and awareness – Change management planning – Stakeholder management

• Transition state: – How do we get to where we want to go? – Stakeholder management – Communication – Business and operational readiness – Training and engagement

• Transformed state: – Did we get to where we wanted to be? – Why or why not? – Training and engagement – Deployment – Optimization



•Define Vision









Change Management

Planning




•Team Building








Communication






•Develop FAQ’s
















Deployment



Optimization












Vision • Define the vision:

– Why are we adopting new technology? – What is driving the need for change? – What is the purpose of the technology? – What are the barriers to adoption?

• Consider strategic change across multiple initiative: – What is the impact on other existing initiatives? – What is coming next that may impact this technology?

• Information from the vision can be used to create the business case: – What changes are expected from its use? – What are the benefits? – What are the risks? – What is the return on investment (ROI)?

Current state and future state • What is the current state?

– Conduct a value stream analysis to: • Indicate potential waste. • Identify the time it takes to move through a process today.

– Establish an information flow: • Determine the touch points between processes.

– Create a workflow diagram of main processes (Visio). • What is the future state?

– Determine what improvements are expected. – Identify how these improvements will be measured. – Assure that activities align with the business vision. – Determine if additional tools will be needed. – Document how the value stream will change.

Success criteria

• What does the future look like one year from today? – What are the concerns or potential roadblocks? – What are the expectations? – What are the chances of either happening?

• How will success be measured? – What metrics will be used? – What will the baseline and target for each metric be?

Project governance structure and executive sponsorship

• Governance: – Number of levels are dependent upon the complexity and scope of

the technology to be used (department or institution-wide). – Executive sponsors – Project team – Clinical oversight – Financial oversight

• Executive sponsors and sponsorship coaching: – How do sponsors work within the governance structure? – How does one assure that the sponsors understand their role?

Team roles and responsibilities

• Who are the right people for the team? • What are the necessary skills needed to assure success? • Who will lead the team? • How will team members understand their role?

– Create a job description for each participant: • List what is expected. • Include the “rules of the road” such as attendance at all

meetings. – Determine level of commitment – full time or part time



•Define Vision









Change Management

Planning




•Team Building








Communication






•Develop FAQ’s
















Deployment



Optimization












Develop change management plan

• Integrate the project management and change management plans: – There should be a single plan with the steps involved in change

management inserted into the project work plan. – Expect that each phase of the project will result in different

levels and reactions to the change. • Define the governance structure:

– Who will be responsible for assisting with the change? – What is the escalation point for any issues that arise?

.

Map project timelines

• Determine a start date and a stop date. • Document all of the tasks that must be accomplished to attain the goal:

– No task is too small to list! – If it is not on the plan, it won’t get done.

• Utilize Microsoft Project or another project application to facilitate: – Project reporting – Tracking of time spent

• Involve all stakeholders in project planning to ensure the capture of information on all impacted areas:

– Generally, would not be a department specific effort. – Need to include any area that will be part of the change.

Define metrics

• Adoption metrics: – Determines the degree to which the technology has been adopted.

• Project performance measurements: – Measures the anticipated improvements resulting from the

technology over time.

Define new behaviors

• What new workflows will be created? • Will this technology change how jobs are carried out? • What new or different roles will need to be defined and created? • How will we expect employee performance to be measured? Will it be the

same or different?



•Define Vision









Change Management

Planning




•Team Building








Communication






•Develop FAQ’s
















Deployment



Optimization












Stakeholder identification and analysis

• Include unions, if applicable: – Research the guidelines that must be followed to introduce new

technology. • Identify internal change agents and change ambassadors:

– Look for employees that are open to change and are leaders within the team. Enthusiastic champions will bring the rest of the employees along with them as they move forward with the change.

• Define roles and responsibilities: – Document stakeholder expectations for the implementation. – Ensure that change agents have the skills and tools needed to

positively promote the project.

Develop stakeholder management plan

• Issue tracking: – How will stakeholder issues be addressed? – What is the escalation path?

• Resolution planning: – What determines consensus? – Who has decision-making authority?

• Stakeholder engagement: – How will stakeholders be engaged? – How will information be obtained from them?



•Define Vision









Change Management

Planning




•Team Building








Communication






•Develop FAQ’s
















Deployment



Optimization












Determine target audience

• There will be several audiences that need to be communicated with: • Stakeholders • Customers • Executives • Implementation team • All other impacted employees

• It will be important to understand which audience is being targeted in order to frame the message correctly.

Develop communication plan

• Assess information needs. • Develop key messages and appropriate channels. • Develop voice

– Based on the message/channel, how do you want the message to be received

– Tone of communication – assertive, pleading, emphatic – Storytelling style, tip sheet style

• Determine the timing of communication. • Develop feedback mechanisms, including FAQs.

Explore social media

• In today’s world, social media is the norm, not the exception, so use it!

– Tweeting provides instant gratification of information. – Facebook allows for pictures, and more detailed documentation

such as the project plan or training information. – Website provides more detailed exposure of information than

Facebook. • Don’t be afraid to push information any way that you can! That is the

key to a successful adoption strategy.



•Define Vision









Change Management

Planning




•Team Building








Communication






•Develop FAQ’s
















Deployment



Optimization












Conduct organizational risk assessment

• Assess readiness: – Organizational:

• Is the organization ready for change? • Is the organization prepared to adopt the technology?

– Individual – same questions on an individual level • Issue tracking:

– What system will be used? – What data will be captured? – What will be done with the data?

• Do not capture data that will not be used.

Define workflow teams and structures

• Define “as-is” process and workflows: • This is a very time-consuming, but necessary process.

– There is often a desire to short cut the process. • Invaluable when creating new workflows. • Allows for the 5 whys of Lean processing –

– Determine the structure for the future state processing: • Will the “as-is” be updated? • Will new workflow maps be created?

Conduct impact analysis

• Operational analysis tied to the risk analysis: – What will be the impact to the organization? – What are the pros and cons of the change? – What groups will be impacted most by the change?

• Individual: – How will employees be impacted? – How can we prepare them for the change?

Conduct new job roles and responsibilities

• Ask if job responsibilities will be impacted: – If so, create new job descriptions by role. – Define immediate and future job expectations.

• If there are no changes, ensure that employees are aware: – There will be questions that will need to be answered. – Provide reassurance that they will be able to function in the new

environment.



•Define Vision









Change Management

Planning




•Team Building








Communication






•Develop FAQ’s
















Deployment



Optimization












Design

• Conduct in-depth audience analysis – It is important to determine expectations by stakeholder. – Once expectations are set, determine requirements:

• Some expectations may not be able to be satisfied as part of the effort.

• Determine training needs by audience: – Based on requirements, define role-based changes. – Review job descriptions. – Determine changes needed. – Determine how to train staff for new requirements.

Development

• Plan and design curriculum: – Based on changes to roles, create class structure needed. – Determine logistics:

• Time required • Classroom versus online learning

• Develop training material (blended learning approach): – Use adult learning techniques

• Develop job aids, playbooks, learning evaluations.

Delivery

• Plan/schedule training events: – Create plan with logistics. – Determine how many employees need to be trained. – Identify how many participants will be trained per class.

• Facilitators: – Determine who will do the training. – Schedule their time.

• Training sites: – Determine where training will take place. – Schedule the space.

• Registration: – Determine mechanism for training. – Acquire solutions such as HealthStream that are available

within the marketplace to facilitate training.



•Define Vision









Change Management

Planning




•Team Building








Communication






•Develop FAQ’s
















Deployment



Optimization












Develop post go-live end user support strategy • Engage and train help desk teams:

– Determine what technology will be supported. – Identify how the technology will be supported. – Establish what support will be provided by the front-line help

desk. • Develop help desk scripts:

– Develop scripts for the help desk in order to provide a consistent message on the resolution of problems.

– Use knowledge-based tools, if available, to assist.

Develop business transition plans • Deploy site readiness checklists:

– What will each department need to do in order to be ready for the go-live?

– What will these departments need to do after the go-live event? • Develop reinforcement and incentive alignment plans:

– In many projects, there are incentives built into the project costs to reward work that supports the project.

– Determine incentives at the inception of the project when the project costs are identified.

Develop a command center

• Ask the following questions: – Where will the command center be located? – How will end users reach out to the command center?

• Phone, pager, e-mail, tweet, etc. – Who will staff the command center? – What training will be necessary for the command center staff? – What hours will the command center be staffed, and for what

length of time?

Optimization

• Execute post go-live stabilization and develop an end-user support strategy:

– Support the command center. – Document and integrate lessons learned feedback. – Reinforce and provide alignment incentives.

• Support user work group meetings. • Continue to assess skills and provide ongoing skill gap training. • Perform an optimization assessment:

– Identify the level of adoption. – Assess system performance.

• Revisit the original vision.

Execute post go-live stabilization and end user support

• Support the command center. • Document and integrate lessons learned feedback:

– Should be scheduled at a time post go-live to honestly evaluate what was done right and what could be improved.

– Should be facilitated so there is constructive discussion. • Use the feedback as a plan for next steps in to further move the

transformation forward.

Support user work group meetings • Establish post implementation user networks:

– Important to have user communities throughout the organization to facilitate networking.

– Include super users within the network. – Serve as a mechanism for sharing information and receiving

continued feedback. • Provide structure and support:

– IT resources should be engaged as support for the user groups, not as facilitators.

– Ensure leadership engagement. – Provide time for employees to attend.

Skill assessment and skill gap training • Once live, it is important to understand the skill level of end users:

– Determined by support calls, supervisor input, and number of work-around processes created.

• Assess areas of need: – What is the need, i.e. training, workflow redesign, etc.

• Develop follow up training: – Plan for unforeseen needs. – Plan for continual reinforcement training.



•Define Vision









Change Management

Planning




•Team Building








Communication






•Develop FAQ’s
















Deployment



Optimization












Optimization assessment • Adoption:

– Identify how many users are utilizing the technology. – Is the technology providing what was expected? – What is the atmosphere associated with the change?

• Performance: – What do the metrics look like? – Are the metrics ones we should move forward with, or should

they be changed?

Revisit Vision

• How close are we? – Did we reach the goal? – Was the change that was implemented the desired state? – What revisions have been made to the original vision?

• Have we transformed? – What differences do we see? – Did we accomplish the future desired state? – Did we resolve the problem?

So, we’re transformed, what now?

• Competency development: – How do we sustain the change and continue to improve?

• Innovation continuum: – Where are we on the innovation continuum and how do we get

to the next step? • What’s next?

– With continuous improvement, how do we take the transformation to the next level?

– How do we continuously measure improvement?

Thank you for your attention

Documents

Management Engineering & Process Improvement Communitys3.amazonaws.com/rdcms-himss/files/production... · Technology Adoption Framework . Vision, Leadership & Awareness •Define