lessons from high performing it organizations 22... · 2017. 9. 15. · lessons from high...
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Lessons from High Performing IT Organizations
Anne NaramoreSenior Director, Information Technology
Communications, Change Management and Human Resources
Mount Sinai Health System at a Glance
Total Employees 38,000 Plus
Total Certified Beds 3,468
Physicians More than 6,500
Residents and Clinical Fellows More than 2,000
Community Locations 300
Inpatient Admissions Annually 145,336
Outpatient Visits Annually 3,100,000
Emergency Department Visits Annually 481,000
Babies Delivered Annually 16,350
What Drives Our Department
Information Technology Department
Organization
• CIO and 11 Senior IT Leaders
• 920 Employees
• Spread Across 22 Locations
• $120M Capital Budget
• $173M Operating Budget
Complex Environment
• 543 Applications
• 3 Active Directory Environments
• 2 Main Data Centers with numerous data rooms
• 2,500 Plus Wintel Servers
• 30,000 Plus Workstations
• 55,000 Phone Lines
Information Technology Challenges
Talent Management
Cultural Differences
Aging IT Staff
Lengthy Hiring Process
10% Attrition Rate
Technology Roadmap
Application Consolidation
Infrastructure Upgrades
Governance Standardization
Outside Influences
Competitive New York Marketplace
Cyber-security Concerns
Future Mergers with Other Hospitals and
Institutions
IT Key Performance Indicators
Measuring Our Results
Health System: Customer Satisfaction Survey
Departmental: Employee Engagement Survey
Individual Projects: Dashboard Progress Tracking
Foundational: System Availability Targets
Financial: Operating & Capital Budget Targets
Our Talent Approach
Employee Engagement
Performance Management
Career PathsTraining
Rewards & Recognition
IT Employee Engagement Annual Survey
IT Employee Engagement Annual Survey Results
“Work hour flexibility has increased
over previous years and allows me to
better balance my work and family life in
a job that requires 24/7 support.”
“The training has been
exceptional, and the increase
in collaboration events is a
sign we are going in the right
direction.”
IT Employee Engagement Annual Survey Results
IT Employee Engagement Annual Survey Results
IT Employee Engagement Advisory Group
Address Findings from IT
Employee Engagement
Surveys
Address Findings from IT
Employee Engagement
Surveys
Uphold Environment of
Trust to Maintain
Confidentiality
Serve as Conduits of
Information at All Levels of IT
Department
Responsible for Recommending Solutions to IT
Leadership Quarterly
Progress To-Date
Address Findings from IT
Employee Engagement
Surveys
IT Mentorship Program
IT Expo DayWomen in IT
Programs
IT New Hire Welcome Breakfast
Exchanging Ideas Process
IT Town Hall Improvements
Additional Celebration & Collaboration
Events
Enhanced IT Training Programs
Work Remotely Guidelines
Modernized Dress Code Guidelines
New Employee Onboarding Checklist
Employee Resource Kit Tool
Employee Recognition
Awards
Employee Effectiveness
Guidelines Tool
Individual Development Plan Process
Standard Portfolio
Management Process & Tool
Engaged Talent!
Upcoming Initiatives
Address Findings from IT
Employee Engagement
Surveys
Communicate with More Transparency Strategy
“Who’s Who in IT” Skills Inventory Tool
Additional IT Process Improvements and Standardization
Career Path Step Ladder Plan
Increased Opportunities for Staff & Leadership to Connect
Standard Testing Methodology
Performance Management
Address Findings from IT
Employee Engagement
Surveys
Provide opportunity to review and revise their goals for the remainder
of the year
Address potential employee performance improvement areas by
laying out specific action items
Employee Manager
Performance Appraisals
Performance Management
Address Findings from IT
Employee Engagement
Surveys
Individual Development Plans
Tool to help Individual establish a personal action plan to identify short and long-term personal and professional career goals
Identifies training and other developmental experiences/opportunities needed to achieve these goals within a specific time frame
Career goals can be either within or outside the organization
Performance Management
Address Findings from IT
Employee Engagement
Surveys
• Individual Development Plan Review
1st Quarter
• Mid-Year Performance Appraisal
2nd Quarter• Individual
Development Plan Review
3rd Quarter
• Annual Performance Appraisal
4th Quarter
Continuous and Structured Loop
of Coaching and Feedback
Career Paths
Address Findings from IT
Employee Engagement
Surveys
Current
Technical & Managerial Career Paths
15% Staff Promoted Annually
Encourage Promotions and Lateral Transfers from Within
Planned
Career Step Ladder Plan with Associated Tool
Extensive Training Plan
Address Findings from IT
Employee Engagement
Surveys
Gen
eral
Sk
ills
Tec
hn
ical
Oth
er P
rog
ram
s
Lea
der
ship
& M
anag
eria
l360 Feedback
Conflict Resolution
Group Dynamics
Facilitative Leadership
Accelerated Implementation Methodology
MSHS IT Specific Columbia University Quarterly Leadership Program
HIMSS & Other Conferences
Epic
PMP
Lean
Technical Training & Certifications
Gartner Symposium
Epic User Group
Advanced Business Writing
Presentation & Communication Skills
High Reliability Organization
Managing Through Transitions
Core Compliance & HIPPA Training
Book Clubs
Lunch & Learn Sessions
Recommended Reading List
IT Continuing Education Incentive Program
Industry Research Resources
Wellness Programs
Rewards & Recognition
Address Findings from IT
Employee Engagement
Surveys
Acknowledges the development and
implementation of leading-edge
technology solutions, process and
services carried out by the IT
department
Recognizes individuals for
demonstrating our IT Values
& Practices
Promotes cross-functional
communication,
collaboration and team work
across IT departmentIT Awards
Values &
Practices
CIO Team
IT Innovation
Offer Leadership Development Training
Identify Career Paths – Technical & Business Tracks
Encourage Goal Setting and
Individual Development Plans
Establish Recognition Programs
Conduct Annual Employee Engagement Survey
Key Recommendations
Pulling It All Together
EMPLOYEE LEADERSHIPPOSITIVE CULTURE
