1. World ClassHealth CarePart VI Process Management

2. AmAsia3 Value PropositionAmAsia3 fuses best practices from commercial operations with a deepknowledge of regional markets, local communities, and cultures. Wework with our clients to build world class healthcare organizations thatbring products and services to market and into the hands of satisfiedcustomers across the globe. Senior consultants work to optimize globalcapabilities, create a cost-effective infrastructure, and solidify a local,dependable base of operations. This ensures a higher level of customerresponsiveness and satisfaction, culturally intelligent products, andvaluable insights into market conditions and opportunities for futuregrowth. 3. Introduction PresenterJohn R. WestAmAsia3 Management ConsultantInternationalManagementConsultant 15 + years All Industries Assessments PerformanceExcellence CustomerSatisfaction Problem Solving Led 5 Clients towin Dubai QualityAwardExperienceFedEx Global QualityManager Ombudsman forthe Customer Led FedEx to be1st BaldrigeWinner in ServiceCategoryVolunteer President Bush41- Points of LightAward Hands onNetwork Business AsMission 4. IntroductionAttaining Performance Excellence Country awards/programsWorld Class assessment tools Criteria very objective Leads to world class performanceThe material in the following slides is used with permissionof the Baldrige Performance Excellence Program. 2013.2007 Criteria for Performance Excellence. Gaithersburg,MD: U.S. Department of Commerce, National Institute ofStandards and Technology. Obtain a copy of the fullCriteria at www.nist.gov/baldrige/publications/criteria.cfm 5. Health Care Criteria for PerformanceExcellenceSeven Categories1. Leadership2. Strategic Planning3. Focus on Patients, Other Customers &Markets4. Measurement, Analysis, KnowledgeManagement5. Workforce Focus6. Process Management7. Results 6. Health Care Criteria for PerformanceExcellenceCategory 6 Process Management6.1 Work Systems Designa. Core Competencies1) Describe how you determined your core competencies.2) List your core competencies and tell how they relate toyour mission and action plans.3) Describe how you design and innovate your overallwork systems.4) Describe how you decide which processes within youroverall work systems will be internal and which willdepend on external resources. 7. Health Care Criteria for PerformanceExcellenceCategory 6 Process Management6.1 Work Systems Designb. Work Process Design1) List your key work processes and explain how theyrelate to your core competencies. Tell how theseprocesses contribute to delivering value to patients.2) Tell how you determine key process requirements, fromwhom who receive input for these requirements andthen list these requirements.3) Tell how you design and innovate your key processes tomeet requirements, including the technology,organizational knowledge, and consideration of theneed for agility in the design. 8. Health Care Criteria for PerformanceExcellenceCategory 6 Process Management6.1 Work Systems Designc. Emergency Readiness1) Tell how you ensure work system and workplacepreparedness for disasters or emergencies.2) Tell how your disaster and emergency preparednesssystem consider prevention, management, andcontinuity of operations for patients and thecommunity, evacuation, and recovery. 9. Health Care Criteria for PerformanceExcellenceCategory 6 Process Management6.2 Work Process Management and Improvementa. Work Process Management1) Tell how you implement your work processes to ensurethat they meet your design requirements? Tell howyou use patient and supplier input to manageprocesses. Describe your key performance measuresand indicators used to control and improve yourprocesses.2) How are health care delivery processes and expectedoutcomes explained to set realistic patientexpectations?3) Tell how you minimize overall costs associated withinspections, tests, and process or performance audits.Tell how you prevent rework and errors, includingmedical errors. 10. Health Care Criteria for PerformanceExcellenceCategory 6 Process Management6.2 Work Process Management and Improvementb. Work Process Improvement1) Tell how you improve your work processes to achievebetter performance, to reduce variability, to improvehealth care services and outcomes, and to keep theprocesses current with health care service andbusiness needs and directions.2) Tell how you share improvements and lessons learnedwith other organizational units to drive organizationallearning and innovation. 11. Health Care Criteria for PerformanceExcellenceThis concludes the Process Managementcategory of the Baldrige Health Care Criteria forPerformance Excellence.For questions, or comments, or for assistance inhaving your organization assessed to start on theroad to improvement, you may contact John bye-mail jwest@amasia3.netNext, we will address the Results category.