NACCHO Performance Improvement Technical Assistance Teleconference Series

NACCHO Performance Improvement Technical Assistance Webinar SeriesApril 12, 20122:00 3:00 PM ET

NumericNoExplosionAnswer NowUse PowerPoint Color SchemeHorizontalCheckmarkNo10TicToc.wavBoxNoAnswered255,255,050%Keypad #Response Devices# of Responses50NoOval# of Votes ReceivedRedYesUse PowerPoint Color SchemeNoneVoting pads only15All Slides00187,224,22751,51,1530,153,153153,204,0128,128,1280,0,00,102,204204,204,255255,0,0255,255,0187,224,22751,51,1530,153,153153,204,0128,128,1280,0,00,102,204204,204,255255,0,0255,255,0YesYesYesYesExpandedTrueYellow#To ask a question, un-mute your phoneThe phone lines have been muted.

If you have a question and would like to un-mute your phone, please press STAR (*) 7.

After asking your question, press STAR (*) 6 to mute through the ReadyTalk system. #2Open Q & AYou may pose a question by asking it during the Q & A portion of the webinar today or by using the chat function in ReadyTalk, located in the lower left-hand corner of your screen.#Todays Topic: Introduction to Building a Performance Management SystemPresentersPooja VermaProgram Analyst, Accreditation & Quality ImprovementNACCHOpverma@naccho.org(202) 507-4206Cindan GizziDeputy DirectorTacoma-Pierce County Health DepartmentCgizzi@tpchd.org (253) 798-7695

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Performance Management SystemSource: Turning Point Performance Management Collaborative, 2003.

#5PHAB Standard 9.1Use a performance management system to monitor achievement of organizational objectives.Measure 9.1.1: Engage staff at all organizational levels in establishing or updating a performance management systemMeasure 9.1.2: Implement a performance management systemMeasure 9.1.3: Use a process to determine and report on achievement of goals, objectives, and measures set by the performance management systemMeasure 9.1.4: Implement a systematic process for assessing customer satisfaction with health department servicesMeasure 9.1.5: Provide staff development opportunities regarding performance management#6QuestionsWhat is the first step a health department should take when establishing a performance management system and moving from theory to action? #7QuestionsPHAB requires goals and objectives with time framed targets from both the agency strategic plan and performance management system. How does an agency strategic plan relate to the performance management system?

#8Performance Management System

Source: Turning Point Performance Management Collaborative, 2003. #Many of you may be more familiar with the Turning Point square puzzle model that Pooja showed at the beginning of this presentation here is another model from Turning Point showing how the mission and strategy drive all components of performance management. Each component in the model interacts together as an integrated process to improve performance.

Performance management is the practice of actively using performance data to improve the public's health. This practice involves strategic use of performance measures and standards to establish performance targets and goals, to prioritize and allocate resources, to inform managers about needed adjustments or changes in policy or program directions to meet goals, to frame reports on the success in meeting performance goals, and to improve the quality of public health practice.9QuestionsCould you explain the link between performance management and quality improvement? How should the QI plan link to the performance management system?

#10QuestionsIt seems overwhelming to collect data and measure performance on all of the activities in an agency. What are some considerations for selecting and developing performance measures? Do you recommend the use of a particular framework for performance measurement such as Baldrige or Balanced Score Card?

#11QuestionsHow do you turn data and information into useful knowledge that will drive improvement and ultimately result in greater efficiency and effectiveness?

#12Using Performance MeasuresStrategy mappingOutcome, output, and performance measure definitionsInternal and external stakeholder assessmentPerformance measure design templateKey performance questionsPerformance measure decision frameworkBuilding blocks of performance / quality / learning culturePerformance improvement meetings#Uses of performance measuresComparing your data to a benchmark or target (comparison of performance levels)Improving the quality of the processes and outcomes of the organization

13Three Examples of Using Performance Measure DataImprove performance: food safety measuresIdentify QI projects: solid waste complaintsUse as springboard for more extensive program evaluation: obesity prevention school mini-grants#QuestionsDo you recommend purchasing a performance management software to track and analyze performance data?

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#QuestionsPHAB Measure 9.1.4 A requires a systematic process for assessing customer service as a part of the PM system. Could you provide advice or resources on how to implement a customer satisfaction survey system?

#18QuestionsWhat are the respective roles of leadership, management, and frontline staff in implementing a performance management system?

#19Additional QuestionsOPEN Q&A#20Lessons Learned from Tacoma-PierceIts critical to make data/reporting meaningful to staff.More is not better.Staff need lots of practice/training to develop good performance measures.

#ResourcesPerformance Management Self-Assessment Tool: http://www.collaborativeleadership.org/pages/pdfs/CL_self-assessments_lores.pdf Turning Point Resources: http://www.turningpointprogram.org/Pages/perfmgt.html PHFs Performance Management & QI Website: http://www.phf.org/focusareas/PMQI/Pages/default.aspx Public Health Performance Management Centers for Excellence: http://www.doh.wa.gov/PHIP/perfmgtcenters/index.htm Developing, Monitoring, and Using Performance Measures: http://www.doh.wa.gov/PHIP/perfmgtcenters/modules/Year2/11-09-11_PerfMeas_public_main.htm

#22Next WebinarSave the date for Thursday, May 10, 2012 at 2:00PM ET for the next call in the Performance Improvement Technical Assistance Webinar Series.

Visit www.naccho.org/piteleconference for more information.

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23Contact Usperformance@naccho.org

#24EvaluationPlease take a moment to complete a short evaluation of todays webinar to help us improve future webinars:

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