Chapt 4 - May

Measure the Important Things!

• Define specific targets
• Measure progress against those targets
• Align necessary resources

Why measure? Holds individuals accountable for results & determines if things are working. This data also leads to process improvement.

Key Point- measure often enough so you can reward and recognize soon after the behavior.

Remember

• Focus on opportunities to create desired behaviors- not on measurement
• Act fast
• Put the data to use
• Push for results- not excuses

Chapt 3 - April

Wow, it is really great to read every ones comments from last month. I see a common theme running through most of the posts. Now we need to take it to the next level raising the bar for Service excellence and making AHS a great place to work!

Enough digression on to Chapt 3 overview :)

How to Align an Organization
The five pillars provide the foundation for setting organizational goals and direction for service and operational excellence. These pillars also provide the framework for an evaluation process.

• People
• Service
• Quality
• Finance
• Growth

The nine principles provide a road map to achieve goals under the five pillars.
Principle 1: Commit to Excellence.

The service pillar is usually the last pillar to see improvement!