performance metrics, benchmarking and report cards

Performance Metrics, Benchmarking and Report Cards

PHSA Overview

• Provincial Health Services Authority (PHSA)

• Support Services• Supply Chain

• Province-wide contracting, purchasing and material management

• 1,000+ employees• $2 Billion in annual spend

Data & Reporting Overview

ERPSystem Copies SQL

DatabaseData Marts

Power BI

Report Server

ERPSystem

ERPSystem

ERPSystem

ERPSystem

Vendor Performance Report Cards

Presented by Surinder Bains

Vendor Performance Overview

• Journey began in 2014• Consistent mechanism to measure vendor performance• National Brand Program – 4 Distributors, 12 Manufacturers• Over 40 Vendors receive monthly KPI Reports• Creates open dialogue between PHSA and the Vendor Community• Increased level of collaboration resulting in strategic initiatives

Provincial Vendor Performance Summary

Vendor Performance Graphical Illustrations

Health Authority Summary Breakdown

Health Authority Level Detail

Vendor Comparative Summary

Vendor vs Industry Comparison Summary

SLA and Internal Productivity Metrics

Presented by Elise Tiessen

Client Service Level Agreement Reporting

Service Tower Service Level Agreement Name

Warehousing & Logistics Fill Rate

Warehousing & Logistics Turn Around Time for PAR Order Requisitions

Supply Chain Management PAR Demand Analysis

Supply Chain Management Strategic Sourcing Milestones Reporting

Supply Chain Management

Requisition to PO Dispatch Time for Product Direct Orders

Supply Chain Management Rebate Distribution Timeframe

Service Tower Service Level Agreement Name

Accounts Payable Early Payment Discounts

Accounts Payable Invoice Payment Processing Timeline

Accounts Payable Invoices/Vouchers Paid Once

Accounts Payable Electronic Payment Processing

Accounts Payable Match Exceptions

All Service Towers Resolution Rate of Normal Priority Customer Service Inquiry

All Service Towers Resolution Rate of High Priority Customer Service Inquiry

Client Service Level Agreement Reporting

Client Service Level Agreement Reporting

Audience:• Internal service tower stakeholders • Health Authority stakeholdersUse(s):• Performance monitoring

Operational Metric Dashboards

• Product Investigation Centre• Product Concerns• Product Recalls• Product Change Notifications

• Supply Chain Customer Service Operational Analysis• Customer Service Tickets

• Procure to Pay Requisitions• Purchase Orders• Invoices• Match Exceptions

• Lower Mainland Warehouse• Warehouse activity (items, lines & quantity)• Zone Productivity• Employee Productivity

• Lower Mainland Warehouse Daily• Shipping rate• Returns• Receiving• Employees scheduled• Employee Overtime/Sick/Vacation Time

• Interior Warehouse• Warehouse activity (items, lines & quantity)• Employee Productivity

• Lower Mainland Warehouse Fill Rate with Subs and Recalls• Lines and quantity

Operational Metric Dashboards

• Sourcing Tracker• Strategic Sourcing Events

• Sourcing Capacity• Sourcing activity (tickets)• Purchase Orders• Match Exceptions• Employee Productivity

• Match Exceptions• Total Exceptions• Resolution rates• Discount Opportunities• Discounts Lost

• Sole Sources• Number• Type• Spend

• Vendor KPIs• Purchase Orders• Packing Lists• Receipts• Fill Rate

• Site Department Item Usage• Item spend• Item consumption

Operational Metric Dashboards

Operational Metric Dashboards

Operational Metric Dashboards

Operational Metric Dashboards

Audience:• Internal service tower stakeholdersUse(s):• Performance monitoring• Business activity monitoring• Process improvement monitoring• Operational processes

Supply Chain VP Dashboard

• Sourcing• Requisitions• Purchase Orders

• Match Exceptions• Types• Value

• Warehouse & Logistics• Inventory turnover• Inventory value• Picking activity

• Customer Service• Requests

• Product Investigation Centre• Product Recalls• Product Concerns• Product Change Notices

• Employee Data• Overtime• Vacation Time• Sick Time

Supply Chain VP Dashboard

Supply Chain VP Dashboard

Audience:• Supply Chain VP• Internal service tower stakeholdersUse(s):• Performance monitoring• Business activity monitoring• Process improvement monitoring

HSCN Provider Benchmarking Cooperative

Presented by David Loukras

HSCN Provider Benchmarking Cooperative

What is it?The national Benchmarking Cooperative is a network of similar healthcare provider supply chain organizations sharing performance metrics in order to assess their operational performance comparatively with peer organizations. The Cooperative provides Supply Chain service providers a way to demonstrate to their shareholders, stakeholders and clients that they are providing excellent value and operational excellence.

HSCN Provider Benchmarking Cooperative

How it worksParticipants submit a small number of commonly measured operational metrics quarterly to HSCN who compile the information into a consolidated report which is distributed amongst participating members only. Differences in scope and methodology are noted in the report to provide context for any significant variances from the benchmark.

Current Metrics

1. Inventory Turns2. Inventory Fill Rate3. On-Contract Spend 4. Requisition to PO Turnaround Time5. Match Exception Average Days Outstanding6. Average Lines Picked per Hour7. Strategic Sourcing Strategy Mix

Quarterly Benchmarking Report

The Small Print

• Participating members will sign non-disclosure agreement to keep the metrics published within the group

• Only members who submit metrics will receive the metrics

• All metrics will be published with the member organization’s name to improve transparency and encourage dialogue

HSCN Provider Benchmarking Cooperative

Want to participate?If you are a Healthcare Provider member of HSCN and would like to participate in the National Benchmarking Cooperative, please respond to administration@hscn.org to receive further information.

Join us for our Upcoming Webinar

Thursday March 5th, 2:00 PM EST – GS1 Standards Webinar

GS1 Standards Webinar – GS1 Standards in New Item/Product Management Instructors: Herb Martin, Consultant – GS1 Canada

https://hscn.org/event/gs1-standards-new-item-introduction-item-management/

Please take 1 minute to fill in the Evaluation for this session – it will arrive in your mailbox shortly. Your

feedback is important to us!

Thank You

Surinder Bainssurinder.bains@phsa.ca250-649-7603

Elise Tiessenelise.tiessen@phsa.ca604-297-9647

David Loukrasdavid.loukras@phsa.ca604-297-9386