strategic mapping & program alignment aligning experiences – expectations – resources –...
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Strategic Mapping & Strategic Mapping & Program AlignmentProgram Alignment
Aligning Experiences – Expectations – Resources – Outcomes
May 24, 2005 TAHSA Annual Meeting - 2005 2
Session Agenda1. Introduce Sears2. Introduce Project Initiative3. Review application of Choice in dining service4. Present process for mapping from a strategic
objective to a tactical initiative5. Conduct the Mapping Exercise for Craig6. Conduct the Mapping Exercise for the Corporate
Program7. Review Process, Q & A
May 24, 2005 TAHSA Annual Meeting - 2005 3
Session Objectives
1. Discuss need for new service options
2. Introduce Choice as a service culture
3. Present process for mapping from a strategic objective to a tactical initiative
4. Discuss outcome benefits and barriers
May 24, 2005 TAHSA Annual Meeting - 2005 4
SMRS Strategic Objectives
1. Community of Choice
2. Financial Enhancements
3. Quality of Living/Quality of Work
4. Operational Effectiveness
May 24, 2005 TAHSA Annual Meeting - 2005 5
The Customer Value Of Positive ExperienceA Memorable Feeling Created By You As A Result Of Us
Relative Customer Value
EXPERIENCE
SERVICE
GOOD
RAW MATERIAL
Source OfCustomer Loyalty
Created WithinThe Customer
Created ByA Provider
May 24, 2005 TAHSA Annual Meeting - 2005 6
Operational Culture
Rhythms of Daily Living is an operational culture that aligns resources and expectations of service experiences. RDL works in collaboration with initiatives of environmental culture change advocated by other organizations. The core service model for liberating residents and staff from an institutional paradigm is dining service. Dining is a catalyst and enabler to initiate change across coordinated services.
May 24, 2005 TAHSA Annual Meeting - 2005 7
Rhythms of Daily LivingRhythms of Daily LivingThe core of RDL is the opportunity to exercise choice residents’ for how they choose to live their day and staff choice for care delivery. This creates a collaborative coalition of residents and caregivers working together in a living environment. RDL facilitates the delivery of care, the experience of living and the dignity of self-determination.
RDL is a management principle that aligns the natural rhythms of residents and the support they need. The organizing principle of RDL is that people should be able to make meaningful choices in their daily lives – on their own or with assistance. RDL relies on caregivers to help define and achieve outcomes that balance individual choice and system efficiency.
May 24, 2005 TAHSA Annual Meeting - 2005 8
“Some facilities studied, usually the lower turn-over ones, were in the process of thinking about how to increase individualized care. For example, the researcher asked, what are you doing if anything about resident choice. ‘We are looking at it. Ideally, we want them to eat when they want. We encourage them to tell us what care they want, a shower or bath, or to get up when they want.”
Page 5-49 Appropriate of Minimum Nurse Staffing Ratios in Nursing Homes, Phase II Final Report prepared by Abt Associates for the Centers for Medicare and Medicaid Services, December 2001.
May 24, 2005 TAHSA Annual Meeting - 2005 9
Alignment
The appropriate positioning of systems and resources to attain a defined goal, mission, outcome or culture
May 24, 2005 TAHSA Annual Meeting - 2005 10
When Landing A Plane, What Is The Main Thing? 1
1. Concepts and Diagrams From The Power of Alignment - How Great Companies Stay Centered and Accomplish Extraordinary Things By G. Labovitz/V. Rosansky
Left Of RunwayAltitude Too High Aligned
Air Speed
Cross Winds
Altitude
Wind Speed
Pitch
May 24, 2005 TAHSA Annual Meeting - 2005 11
The Main Thing For SMRS
Choice
May 24, 2005 TAHSA Annual Meeting - 2005 12
Plan Transition Process and Commit ResourcesWrite Program Transition Budget and Operating Narrative
Organize
Codify
Organize For Culture Change Establish “Experience” Alignment Teams To Define/Implement Transition
Codify Policies/Procedures and Training By Function Write & Task Procedures/Training Using RDL© Base
Choice Dining AlignmentPlan and Develop
Plan
Evaluate “Readiness” With Leadership, Managers & Residents/FamiliesDefine Outcomes Baseline and Expectations
Evaluate
Define Define Service Functions and Outcomes For Each ExperienceIdentify Beneficiaries/Benefits and Diagram Service Functions
May 24, 2005 TAHSA Annual Meeting - 2005 13
STRATEGIC OBJECTIVES – TACTICAL IMPLEMENTATION PROJECT MAPPING
As dining options and program enhancements are discussed, specific initiatives are defined and envisioned by department management and staff. These new “dining experiences" require a specific definition process from concept to strategic alignment to tactical implementation.
Executive and Board leadership must clearly identify specific strategic organizational considerations. Leadership must clearly define their expectation and measurement of a successful contribution to the community strategic vision. This must take place prior to the initiation of Map 1.
May 24, 2005 TAHSA Annual Meeting - 2005 14
STRATEGIC OBJECTIVES – TACTICAL IMPLEMENTATION PROJECT
MAPPINGThe following are the task requirements for this process:1. Identify Service Initiatives 2. Define Their Contribution To Strategic Objectives3. Define Appropriate Measurements Of Successful Experience
Outcomes4. Identification Of Resource And Operational Intersects5. Identification Of Intersects And Roles Of Other Contributing
Departments6. Structure Of The Process For Resource Allocation To Develop The
Defined Initiative7. Sequencing Of The Tasks8. Implementation of the Initiative.
May 24, 2005 TAHSA Annual Meeting - 2005 15
Map Process #1, 2 ,3 Strategic Objectives
Community of Distinction
Financial Enhancement
Quality of LivingQuality of Work
OperationalEffectiveness
Map#1Strategic Objective Benefit
Map #2Benefit Measure
Measurement Tool
Map #3 Administration Regulatory Operations Personnel PP&E Community
Operational Resource Requirements
Budget Impact $/FTE’s
May 24, 2005 TAHSA Annual Meeting - 2005 16
Map Process #4, 5Map #4CollaboratingDepartments
Nursing Resident Services
Therapies Pastoral Housekeeping Maintenance Activities
Task
Map #5TaskImplementation
Nursing ResidentServices
Therapies Pastoral Housekeeping Maintenance Activities
Procedure
Policy
ResourceRequirement
Inform/Train
Measure
May 24, 2005 TAHSA Annual Meeting - 2005 17
Project Management
ID Task Name
12 Review Horizon Proposal
13 Approve and Accept
14
15
16 Organize
17 Presentations of service concept and education
18
19 Define
20 Review community operational expectations & outcomes
21 Identify and assign measurements
22
23 Plan
24 Coordinate Plan for Installation
25 Develop Plan for Coordinated Training
S M T W T F S S M T W T F S S M T W T F S S M T W TApr 25, '04 May 2, '04 May 9, '04 May 16, '04
Craig MethodistWindflower Dining Program
May 24, 2005
Aligning Experiences - Expectations – Resources – Outcomes
May 24, 2005 TAHSA Annual Meeting - 2005 19
Discussion TopicsCurrent Operations OverviewSelection of the InitiativeContribution to the Strategic ObjectiveBenefit MeasureOperating Resource RequirementsCollaborating DepartmentsDevelopment and Sequencing of tasksImplementation Review of Project
May 24, 2005 TAHSA Annual Meeting - 2005 20
Current Operations1. 64 Cottage Homes
2. 108 Apartments
3. 40 Assisted Living Apartments
4. 60 Bed Nursing Unit
5. 60 Bed Alzheimer's Unit
6. 109 Canyon’s Apartments (Lunch Only)
May 24, 2005 TAHSA Annual Meeting - 2005 21
Selection of the Initiative
1. Improve quality of meals
2. More resident choice
3. Faster response to resident needs
4. Positioned for additional possible future initiatives
5. Maintain our position as a preferred service provider
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Contribution to the Strategic Objective
1. Provide First Class Services
2. Enhance Residents Choice
3. Continue to Build Census
4. Develop “Seamless Service”
May 24, 2005 TAHSA Annual Meeting - 2005 23
Benefit Measure
1. Community: Best of Amarillo2. Financial Enhancement: Record breaking
Census 3. Quality of Living: Improved Satisfaction4. Quality of Work: Direct Interaction with Staff5. Operational Effectiveness: Less Waste
May 24, 2005 TAHSA Annual Meeting - 2005 24
Operating Resource Requirements
1. Administration: Co-Develop Plan, Approve finances
2. Regulatory: TDHS Involvement
3. Operations: Develop- Procedures and Operating Plan
4. Personnel: Staffing Requirements /Training
5. PP &E: Design Facility and Spec. Equipment
6. Community: Resident Involvement
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Collaborating Departments
1. Nursing:
2. Resident Services
3. Housekeeping
4. Maintenance
5. Activities
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Development & Sequence of Tasks1. Dietary
2. Administration
3. Corporate
4. Nursing
5. Environmental Services
6. Activities
May 24, 2005 TAHSA Annual Meeting - 2005 27
Implementation
1. Construction /Equipment
2. Staff Training / Procedures
3. Opening Plan in Phases
4. Daily Review of Operations
Sears MethodistCorporate Dining Program
May 24, 2005
Aligning Experiences - Expectations – Resources – Outcomes
May 24, 2005 TAHSA Annual Meeting - 2005 29
SMRS Operational Initiative
1. Resource Leveraging
2. Consistent Standards
3. Collaboration with Other Departments
4. Common tools & systems
May 24, 2005 TAHSA Annual Meeting - 2005 30
Sears Dining Mapping ProgramStrategic
Objectives
Community of Distinction
FinancialEnhancement
Quality ofLiving
Quality ofWork
OperationalEffectiveness
Map#1StrategicObjective Benefits
CORPORATESTANDARDS-SANITATION
ESTABLISHSEARS
STANDARDSAND
MAINTAINMARKETBRAND
ASSUREHIGHEST
RETURN ON RESOURCEINVESTMENT
HIGHLEVELS OF SERVICE &QUALITY
AREEXPERIENCED
BYRESIDENTS
DAILY
MAXIMUMUSE OF
AVAILABLERESOURCES
May 24, 2005 TAHSA Annual Meeting - 2005 31
StrategicObjectives
CommunityOf
Distinction
FinancialEnhancement
Quality ofLiving
Quality ofWork
OperationalEffectiveness
Map #2OutcomeMeasure
- POSITIVE STATE SURVEYS
FOR PUBLICREVIEW
- CLEANERCOMMUNITIES
- REDUCED LABOR - IMPROVEDEQUIPMENTMAINTENANCE
INCREASED RESIDENT SATISFACTION
IMPROVEDWORKENVIRONMENT
LESS TIME SPENT MONITORING SANITATION
Measurement Tool
- 0 DEFICIENCY- HIGH LOCAL BoH SCORES
- LABOR COST PER RESIDENT DAY- EQUIPMENTREPAIR COST
QUARTERLY RESIDENT SURVEYS
STAFFRETENTION
MEALS PER LABOR HOUR
May 24, 2005 TAHSA Annual Meeting - 2005 32
Map #3Operational Resource Requirements
Administration Regulatory Operations Personnel
SANITATION STANDARDS
SUPPORT DIRECTORS WITH SITE VISITS
STATE SURVEY PROTOCOLFEDERAL AND STATE REQULATORY REQUIREMENTS
OPEN & CLOSE CHECK LISTSDAILY WALK THROUGHSWEEKLY INSPECTIONSCLEANING PROGRAM
DIRECTOR TRAINING ON PROCEDURES AND FORMSSTAFF TRAING ON CLEANING TECHUICHNES
Budget Impact $/FTE’s
$100 PER CAMPUS FOR TRAINING COST
REDUCTION OF .35 DISHWASHER FTE
Strategic Objectives Strategic Objectives
Community of Distinction
Financial Enhancement
Quality of LivingQuality of Work
OperationalEffectiveness
May 24, 2005 TAHSA Annual Meeting - 2005 33
Map #4Collaborating Departments
Nursing Resident Services
Therapies Pastoral Housekeeping Maintenance Activities
Task
Map #5Task Implementation
Nursing Resident Services
Therapies Pastoral Housekeeping Maintenance Activities
Procedure
Policy
Resource Requirement
Inform/Train
Measure
May 24, 2005 TAHSA Annual Meeting - 2005 34
Contact
Dan Look – 770-565-4006
Dining Management Resources, Inc.
3605 Sandy plains Road
Suite 240-269
Marietta, GA 30066
www.dm-resources.com