dr. deb hedderly critical success factors presentation
TRANSCRIPT
Critical Success Factors for Embassy Management, LLC
Dr. Debbie HedderlySeptember 17, 2013
Learning Objectives
Understand how Critical Success Factors (CSFs) fit into the strategic planning process
Define Critical Success Factors
Answer “Why use CSFs?”
Learn to identify and select CSFs
Define Action Steps for each selected CSF
Activity to Practice
Big Picture of Strategic Planning
Operating Goals &
ObjectivesCSFs
Strategic Goals &
Objectives
Vision &
Mission
Relatively Specific & Short Term
Relatively Long & Broad
Preview of Strategic Planning(Today & Tomorrow)
Step 1: Organizational & Market Analysis (OMA)
Step 2: Team Discussion & Complete OMA Tool
Step 3: Develop Your Strategic Plan, Goals & Objectives Define the CSFs Actions Steps
Step 4: Communicate the vision & execute
Step 5: Evaluate CSFs (OnFocus)
Step 6: Modify, adjust and take action
Critical-to-Success Factors (CSFs)
Defined by Rockart1 as: Key areas of activity in which
favorable results are absolutely necessary to reach goals;
Key areas where things must go right for the business to flourish;
A relatively few number of important factors which a manager should focus attention
1Rockart, J.F. 1986 A primer on critical success factors. In Rise of managerial computing. Homewood, Il: Dow Hones, Irwin.
Why Use Critical Success Factors?
Defined by Howell2: Simple to understand Focus attention on concerns and factors critical to
the success of the goal Incorporated into the strategic planning process Easy to monitor Benefits are significant
2Howell, M. T. 2010. Critical success factors simplified: Implementing the powerful drivers of dramatic business improvement . Boca Raton, FL: CRC Press.
Identifying Critical Success Factors
Develop a list of potential CSFs for each goal 1-3 CSFs for each goal CSFs should be 10 words or less
Evaluate each one by asking, “Is this factor absolutely critical to the successful implementation of the goal?”
Traditional (partial) CSF List for Management Initiatives
Accountability
Best Practices
Coaching
Communication
Continual Improvement
Customer Satisfaction
Effective Change Management
Employee Involvement
Innovation
Leadership or Management Involvement
Strategic Alignment
Measurement
Productivity
Quality
Safety
Technology
Training
Identifying Critical Success Factors
After the 1-3 CSF are established, determine Action Steps for each selected CSF Who is responsible Time line for completion Resources needed
Examples of Traditional CSFs for Management Initiatives3
GOAL: Improve quality of patient care during shift changes
2Howell, M. T. 2010. Critical success factors simplified: Implementing the powerful drivers of dramatic business improvement . Boca Raton, FL: CRC Press.
CFSs Yes No
Top Management Commitment
X
Training X
Communication X
Employee Involvement X
Best Practices X
Time to accomplish project X
Safety X
Examples of Action Steps
Leadership or Top Management Involvement Support & assist team Provide resources Communicate and break down
barriers Provide constructive reviews
Examples of Action Steps
Employee Involvement Understands goals,
processes and what is involved
Competent in the tasks/activities involved or provide training
Examples of Action Steps
Communication Internal & external
communication plans Communicate “Why” we
are doing this Provide facts, including
successes and reasons for failure
Measure CSFs’ Implementation Progress
Every month, each manager evaluates each CSF
Measure CSFs’ Implementation Progress
Track progress through OnFocus Healthcare Platform Short Ops Meeting monthly
Graph or chart the progress
Octob
er
Novem
ber
Decem
ber
Janu
ary
0
5
10
15
20
25
30
35
CommunicationEmployee In-volvementManagement Commitment
Measure CSFs’ Implementation Progress
If one CSF is falling behind, focus on what it will take to move it forward and create an action plan
Measure CSFs’ Implementation Progress
Monitor, adjust, and take action
Summary
Define your goals & objectives
Identify the CSFs Ask, “Is this CSF ABSOLUTELY critical to achieving the
goal?” Then, select the appropriate CSFs
Determine Action Steps for each selected CSF
Measure the implementation progress of the CSFs through OnFocus
Monitor, adjust and take action
Activity
Identify one goal
Establish a list of CSFs
Ask the question, “Is this CSF ABSOLUTELY critical to achieving the goal?”
Establish 1-3 CSFs for this goal
Create the Action Steps needed with accountability, time line and resources needed for each CSF