leadership: leveraging mission & relationships to save lives
TRANSCRIPT
Sue Dunn, President & Chief Executive Officer
Donor AllianceDenver, Colorado
Leadership: Leveraging Mission & Relationships to Save Lives
These are the
days of miracle
and wonder.
Paul Simon
ORGAN &
TISSUE DONORS
TRANSPLANT
WAITLIST
ORGAN &
TISSUE DONORS
TRANSPLANT
WAITLIST
COLORADO
Donation Service Area
WYOMING
25 Donor
Hospitals
87 Donor
Hospitals
Key Customers
4 Transplant Centers
2 Tissue Processors
MISSION VISION
Donor Alliance saves
lives through organ
and tissue donation
and transplantation.
Maximizing all
donation
opportunities
Integrity
Leadership
Excellence
Accountability
People First
CO
RE
VA
LUES
CUSTOMERS,
STAKEHOLDERS
& PARTNERS
WORKFORCEMISSION,
VISION &
CORE
VALUES
SET DIRECTION
DEVELOP STRATEGIES
ALIGN PEOPLE,
PROCESSES, TOOLS &
TECHNOLOGYDEPLOY THE PLAN
EVALUATE &
IMPROVE
Role Models &
Builds Commitment
Communicates
& Engages
Determines
Accountabilities
& Collaborates
Coaches, Motivates,
Rewards & Recognizes
to Deliver Results
Inspires &
Raises the Bar
Leadership System
CUSTOMERS,
STAKEHOLDERS
& PARTNERS
WORKFORCEMISSION,
VISION &
CORE
VALUES
SET DIRECTION
DEVELOP STRATEGIES
ALIGN PEOPLE,
PROCESSES, TOOLS &
TECHNOLOGYDEPLOY THE PLAN
EVALUATE &
IMPROVE
Role Models &
Builds Commitment
Communicates
& Engages
Determines
Accountabilities
& Collaborates
Coaches, Motivates,
Rewards & Recognizes
to Deliver Results
Inspires &
Raises the Bar
Leadership System
CUSTOMERS,
STAKEHOLDERS
& PARTNERS
WORKFORCEMISSION,
VISION &
CORE
VALUES
SET DIRECTION
DEVELOP STRATEGIES
ALIGN PEOPLE,
PROCESSES, TOOLS &
TECHNOLOGYDEPLOY THE PLAN
EVALUATE &
IMPROVE
Role Models &
Builds Commitment
Communicates
& Engages
Determines
Accountabilities
& Collaborates
Coaches, Motivates,
Rewards & Recognizes
to Deliver Results
Inspires &
Raises the Bar
Leadership System
114,000
1,500,000
CUSTOMERS,
STAKEHOLDERS
& PARTNERS
WORKFORCEMISSION,
VISION &
CORE
VALUES
SET DIRECTION
DEVELOP STRATEGIES
ALIGN PEOPLE,
PROCESSES, TOOLS &
TECHNOLOGYDEPLOY THE PLAN
EVALUATE &
IMPROVE
Role Models &
Builds Commitment
Communicates
& Engages
Determines
Accountabilities
& Collaborates
Coaches, Motivates,
Rewards & Recognizes
to Deliver Results
Inspires &
Raises the Bar
Leadership System
• Commit to excellence
• Measure the important things
• Build a culture around service
• Develop leaders to develop people
• Focus on employee engagement
• Be accountable
• Align behaviors with goals and values
• Communicate at all levels
• Recognize and reward success
The Nine Studer Principles
Communication & Engagement
Listening Mechanisms
Personal Communication
Communication
PartnersCustomers StakeholdersWorkforce
Employee Engagement
79.9%2015
84.8%2016
87.7%2017
90%2018
Creating an Environment for Success
Organizational Learning
Developing Leaders
Focus on Action
Customer Satisfaction
86%
100% 100%
75%
80%
85%
90%
95%
100%
Tissue Processor
% F
av
ora
ble
96%
98%
100%
94%
95%
96%
97%
98%
99%
100%
Transplant Center
% F
av
ora
ble
2012 2016 2018 2015 2016 2017
Creating an Environment for Success
95%Favorability
Trust in Senior Leaders
4.9/5Board Engagement
Highest Donor Designation Rates in
the Country
63% WY
69% CO
Integrated Governance & Public Trust
Ethical & Legal Behavior
Transparency in Operations
Board Engagement
• Grow the Baldrige expertise in your organization
• Nail down your Customers, listening methodology & integration
• Link your mission and employee engagement
• Engage your governance structure
• Always remember why you started…and keep going
Insights and Lessons Learned
Connect to Mission
Connect to Mission
August 19, 2019
Ending Deaths on the Transplant Waiting List
RMPEx Peak
Award
Best Practice Recognition
Categories 4 & 6
Baldrige
Award
RMPEx Journey 2011 - 2015 Baldrige Journey 2016 - 2018
178161
148
110
79
7414 73136826
63625716
0
2000
4000
6000
8000
0
50
100
150
200
250
2014 2015 2016 2017 2018
Na
tio
na
l Im
pa
ct
Do
no
r A
llia
nc
e Im
pa
ct
Donor Alliance National
• What does the Leadership System at your organization look like?
• What challenges have you come across?
• What are you going to take back with you?
Questions for the Day…and Back Home