a culture of high performance
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A Culture of High Performance. Achieving Higher Quality at a Lower Cost. Quint Studer, May 16, 2014. “People wish to be settled; but only as far as they are unsettled, is there any hope for them.” —Ralph Waldo Emerson. Change not always bad or feared. Three part framework for change: . - PowerPoint PPT PresentationTRANSCRIPT
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A Culture of High PerformanceAchieving Higher Quality at a Lower CostQuint Studer, May 16, 2014
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“People wish to be settled; but only as far as they are unsettled, is there any hope for them.” —Ralph Waldo Emerson
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Change not always bad or feared
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Three part framework for change:
Source: Heath and Heath 2010
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Ambiguity is the enemy of change.
Look for bright spots. Start small. Little change can have large impact.
Show clear path remove the fog to direct the rider.
1. Direct the Rider
Source: Heath and Heath 2010
Tools and Techniques
Operational Dashboard
Leadership Evaluation Manager
90-Day Plan Employee Forums /
Town Hall meetings
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Respond to felt need. It is the felt need of the person that matters. Find the what.
Speak to the emotion not the information.
It is a long game -- not the intervention but the identity. A series of interventions moves it identity. How people see self, organization, entity.
2. Motivate the Elephant
Source: Heath and Heath 2010
Tools and Techniques
Employee Engagement Survey
Physician Engagement Survey
Leadership Skill Development
Employee Forum Supervisory Sessions
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When the path changes, people change.
Tweak the environment to make change easier.
3. Shape the Path
Tools and Techniques
Leadership Evaluation
90-Day Plan
Standards of Behavior
Process Improvement
Source: Heath and Heath 2010
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Phases of Competency and ChangeIndividual
Unconsciously unskilled Source: Abraham Maslow; 1940; “Four Stages for Learning Any New
Skill””; Gordon Training International by Noel Burch; 1970
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Phases of Competency and ChangeIndividual
Unconsciously unskilled
Consciously unskilled
Source: Abraham Maslow; 1940; “Four Stages for Learning Any New Skill””; Gordon Training International by Noel Burch; 1970
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Phases of Competency and ChangeIndividual
Consciously skilled
Unconsciously unskilled
Consciously unskilled
Source: Abraham Maslow; 1940; “Four Stages for Learning Any New Skill””; Gordon Training International by Noel Burch; 1970
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Phases of Competency and ChangeIndividual
Unconsciously skilled
Consciously skilled
Unconsciously unskilled
Consciously unskilled
Source: Abraham Maslow; 1940; “Four Stages for Learning Any New Skill””; Gordon Training International by Noel Burch; 1970
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Phases of Competency and ChangeIndividual
Unconsciously skilled
Consciously skilled
Unconsciously unskilled
Consciously unskilled
Source: Abraham Maslow; 1940; “Four Stages for Learning Any New Skill””; Gordon Training International by Noel Burch; 1970
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Phases of Change - Organization
PHASE 1THE HONEYMOON
Sense of excitement Right “to do” list Things will get better (hope) Quick fixes are implemented Skeptics
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Phases of Change - Organization
PHASE 2REALITY SETS IN
We/they Inconsistency Bigger than I thought This will impact me Some are getting it Some are not
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Phases of Change - Organization
PHASE 3THE UNCOMFORTABLE / INTOLERABLE GAP Performance gap is evident Tougher decisions must be made Process improvement increases Inconsistencies obvious
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Chuck YeagerSource: The Right Stuff Movie
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Phases of Change - Organization
PHASE 4CONSISTENCY
High performing results Everyone understands the keys to success Disciplined people and disciplined
processes Proactive leadership
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Connecting Heart and Mind
HEART MIND