Sustaining Operational Sustaining Operational ExcellenceExcellence

The Must HavesTMThe Must HavesTM

Sustaining Operational Sustaining Operational ExcellenceExcellence

There are six key activities There are six key activities implemented to ensure maximum implemented to ensure maximum effectiveness and to build a solid effectiveness and to build a solid foundation where top management foundation where top management supports the culture by modeling supports the culture by modeling the desired behavior to staff. the desired behavior to staff.

These key activities are called These key activities are called Must HavesTM. Must HavesTM.

The Must HavesTM The Must HavesTM are……..are……..

Rounding for outcomes,Rounding for outcomes, Employee thank you notes,Employee thank you notes, Employee selection and early Employee selection and early

retention,retention, Discharge phone calls,Discharge phone calls, Key words at key times, and Key words at key times, and Aligning leadership evaluations with Aligning leadership evaluations with

desired outcomes. desired outcomes.

Must Have…Employee Must Have…Employee Selection and Early Selection and Early

RetentionRetention

Human Resource’s Human Resource’s contribution and support of contribution and support of

the People Pillarthe People Pillar

Keeping Valued Keeping Valued Employees...Employees...

Key to building a great culture and Key to building a great culture and getting great results (Studer)getting great results (Studer)

Studer research shows:Studer research shows:• 66% of Turnover happens in the first 66% of Turnover happens in the first

year of employmentyear of employment• Half of that turnover is within the first Half of that turnover is within the first

90 days.90 days.

BHE Turnover by Tenure BHE Turnover by Tenure (FY03)(FY03)

42% prior to 1 year 42% prior to 1 year anniversaryanniversary

22% did not see 4 22% did not see 4 months of employment.months of employment.

25% leave between 1 25% leave between 1 and 3 years. (Talent and 3 years. (Talent loss).loss).

Pilot Areas and Cost Pilot Areas and Cost CenterCenter

Security (8420)Security (8420) Transport (9220)Transport (9220) Communications (9521)Communications (9521) Diagnostic (7210)Diagnostic (7210) Ultrasound (7270)Ultrasound (7270) 4 East (6180)4 East (6180) Emergency Department (6780)Emergency Department (6780)

How will we measure our How will we measure our success?success?

Vacancy RatesVacancy Rates TurnoverTurnover Exit interview informationExit interview information Employee survey resultsEmployee survey results Retention focus groups informationRetention focus groups information 30 day retention meeting information30 day retention meeting information Turnover stimulatorsTurnover stimulators

Building the foundation…Building the foundation…Employee SelectionEmployee Selection

Employees acting as the “owners” of Employees acting as the “owners” of the organization through peer the organization through peer interviewing.interviewing.

““It is crucial to incorporate structured It is crucial to incorporate structured peer interviewing into any hiring peer interviewing into any hiring process in order for the employee process in order for the employee selection to be effective (Studer).”selection to be effective (Studer).”

How do you feel about this How do you feel about this scenario?scenario? You live in a house with your family.You live in a house with your family. The head of your house (Someone The head of your house (Someone

other than you) notifies you that there other than you) notifies you that there will be a stranger coming to live with will be a stranger coming to live with you and your family.you and your family.

You have no choice in determining the You have no choice in determining the new person.new person.

You will be expected to welcome the You will be expected to welcome the new person into your home.new person into your home.

Why Peer Interviewing?Why Peer Interviewing?

Increases accuracy of a cultural fit Increases accuracy of a cultural fit between candidate and organization.between candidate and organization.

Fosters a sense of investment on the Fosters a sense of investment on the part of the candidates peers and are part of the candidates peers and are more likely to make the new more likely to make the new employee a success.employee a success.

Creates engagement on part of the Creates engagement on part of the department staff.department staff.

Behavioral Based Behavioral Based QuestionsQuestions

Past behaviors are best predictors Past behaviors are best predictors of future performance.of future performance.

Acting vs. FeelingActing vs. Feeling

No yes or no questions.No yes or no questions.

Early RetentionEarly Retention

New Hire Orientation Welcome.New Hire Orientation Welcome. 30 Day Retention Meeting 30 Day Retention Meeting

• Crucial to gaining information prior to Crucial to gaining information prior to 90 day90 day

• Critical point in new hires tenureCritical point in new hires tenure• Solidifying the Manager/Employee Solidifying the Manager/Employee

Relationship.Relationship.• Safe avenue of communication.Safe avenue of communication.

The 90 Day ReviewThe 90 Day Review

Provide feedback to the 30 day Provide feedback to the 30 day fact finding meeting.fact finding meeting.

Probing further into questions and Probing further into questions and suggestions made by the new hire suggestions made by the new hire at the 30 day meeting.at the 30 day meeting.

No “fine” answers.No “fine” answers.

Retention MeetingsRetention Meetings

Small group meetings lead by Small group meetings lead by Retention Coordinator.Retention Coordinator.

Further education outside of general Further education outside of general and department orientation.and department orientation.• Hidden pay in paycheckHidden pay in paycheck• Competitive advantages (Marketing)Competitive advantages (Marketing)• Identifying any issues with being new.Identifying any issues with being new.• Reinforcement of decision to join BHE.Reinforcement of decision to join BHE.

On-Boarding ProcessOn-Boarding Process

ON-BOARDING PROCESS

STEP 1: Setting Expected Performance Standards

STEP 2: Application Screening

STEP 3: Peer Interview

STEP 4: Offer of Employment

STEP 5: New Hire Orientation

STEP 6: 30 Day Retention Meeting

STEP 7: 90 Day Evaluation and Recap

STEP 8: Establish a Mentor(s) of Choice

STEP 9: 1st Year Service Anniversary Graduation

Other pointers………...Other pointers………...

Focusing on Retention from the Focusing on Retention from the start.start.

Feeling of value from leaders and Feeling of value from leaders and peers.peers.

Better prepared to contribute to Better prepared to contribute to goals.goals.

Staff ownership of hiring decision to Staff ownership of hiring decision to ensure cultural fit.ensure cultural fit.

Peer Interviewing ProcessPeer Interviewing Process

HR completes initial HR completes initial application/applicant screeningapplication/applicant screening

Manager interview to pass along or Manager interview to pass along or decline candidatedecline candidate

Peers interview candidate Peers interview candidate Interview rating forms returned to Interview rating forms returned to

manager manager Manager makes hiring decision from Manager makes hiring decision from

collective decisioncollective decision

Implement Peer Implement Peer Interviewing Interviewing First…Selecting First…Selecting Your Peer Interview TeamYour Peer Interview Team

First…Selecting your peer interview teamFirst…Selecting your peer interview team 2-4 Peers2-4 Peers Peers are those who will be working Peers are those who will be working

most closely with the person or most closely with the person or receiving service from the position.receiving service from the position.

Peer interviewers must model the Peer interviewers must model the values and standards, understand the values and standards, understand the duties of the job, communicate well, duties of the job, communicate well, strong listening skills and are trusted by strong listening skills and are trusted by their co-workers. their co-workers.

Next….Educating Peer Next….Educating Peer InterviewersInterviewers

Role -playingRole -playing Avoiding illegal questionsAvoiding illegal questions Establish roles and perimeters for Establish roles and perimeters for

the peer interview processthe peer interview process

Wrap Up Items…….Wrap Up Items…….

Playing by the rulesPlaying by the rules HomeworkHomework