Sustaining Operational Excellence The Must HavesTM

Sustaining Operational Excellence b There are six key activities implemented to ensure maximum effectiveness and to build a solid foundation where top management supports the culture by modeling the desired behavior to staff. b These key activities are called Must HavesTM.

The Must HavesTM are…….. b Rounding for outcomes, b Employee thank you notes, b Employee selection and early retention, b Discharge phone calls, b Key words at key times, and b Aligning leadership evaluations with desired outcomes.

Must Have…Employee Selection and Early Retention Human Resource’s contribution and support of the People Pillar

Keeping Valued Employees... b Key to building a great culture and getting great results (Studer) b Studer research shows: 66% of Turnover happens in the first year of employment66% of Turnover happens in the first year of employment Half of that turnover is within the first 90 days.Half of that turnover is within the first 90 days.

BHE Turnover by Tenure (FY03) b 42% prior to 1 year anniversary b 22% did not see 4 months of employment. b 25% leave between 1 and 3 years. (Talent loss).

Pilot Areas and Cost Center b Security (8420) b Transport (9220) b Communications (9521) b Diagnostic (7210) b Ultrasound (7270) b 4 East (6180) b Emergency Department (6780)

How will we measure our success? b Vacancy Rates b Turnover b Exit interview information b Employee survey results b Retention focus groups information b 30 day retention meeting information b Turnover stimulators

Building the foundation…Employee Selection b Employees acting as the “owners” of the organization through peer interviewing. b “It is crucial to incorporate structured peer interviewing into any hiring process in order for the employee selection to be effective (Studer).”

How do you feel about this scenario? b You live in a house with your family. b The head of your house (Someone other than you) notifies you that there will be a stranger coming to live with you and your family. b You have no choice in determining the new person. b You will be expected to welcome the new person into your home.

Why Peer Interviewing? b Increases accuracy of a cultural fit between candidate and organization. b Fosters a sense of investment on the part of the candidates peers and are more likely to make the new employee a success. b Creates engagement on part of the department staff.

Behavioral Based Questions b Past behaviors are best predictors of future performance. b Acting vs. Feeling b No yes or no questions.

Early Retention b New Hire Orientation Welcome. b 30 Day Retention Meeting Crucial to gaining information prior to 90 dayCrucial to gaining information prior to 90 day Critical point in new hires tenureCritical point in new hires tenure Solidifying the Manager/Employee Relationship.Solidifying the Manager/Employee Relationship. Safe avenue of communication.Safe avenue of communication.

The 90 Day Review b Provide feedback to the 30 day fact finding meeting. b Probing further into questions and suggestions made by the new hire at the 30 day meeting. b No “fine” answers.

Retention Meetings b Small group meetings lead by Retention Coordinator. b Further education outside of general 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 Process

Other pointers………... b Focusing on Retention from the start. b Feeling of value from leaders and peers. b Better prepared to contribute to goals. b Staff ownership of hiring decision to ensure cultural fit.

Peer Interviewing Process b HR completes initial application/applicant screening b Manager interview to pass along or decline candidate b Peers interview candidate b Interview rating forms returned to manager b Manager makes hiring decision from collective decision

Implement Peer Interviewing First…Selecting Your Peer Interview Team First…Selecting your peer interview team b 2-4 Peers b Peers are those who will be working most closely with the person or receiving service from the position. b Peer interviewers must model the values and standards, understand the duties of the job, communicate well, strong listening skills and are trusted by their co-workers.

Next….Educating Peer Interviewers b Role -playing b Avoiding illegal questions b Establish roles and perimeters for the peer interview process

Wrap Up Items……. b Playing by the rules b Homework