1. Performance Management
Managing for Optimal Performance
Eileen Ricker
Assistant Administrative Director, Clinical Pathology
and Laboratory Client Services
Vanderbilt University Medical Center
Nashville, TN

2. Defining the problem Clearly state the Problem
Avoid symptoms
Include the scope
Involve staff involved in the problem
State the facts
Initiate Immediate Actions
Used to immediately correct the situation

3. Focus on the situation, not the person.
Asking Why
Determine the Root Cause
Involve staff
5 Whys
Cause/Effect Diagram (Fishbone)
Don’t assume, Ask!
Used to determine category of problem
System Problem
Education/Training
Behavior
Focus on the situation, not the person.

4. Cause/Effect Diagram

5. Prevention Develop Corrective Actions
Used to prevent the problem from reoccurring
Directly related to root cause and the category of problem
Involve staff in the solution

6. Prevention – System Problem
SOPs
Revise involving staff performing the task
Workflow
Redesign using staff performing the task
Facilities
Environment
Design systems that are reliable, user friendly, and allow for consistent, reproducible results.

7. Prevention – Education/Training
Foundation
Provide opportunities for development/growth
Training
Remove from task and retrain
Document competency
Training is the responsibility of both management and staff.

8. Prevention - Behavior Human Error At-Risk Behavior Reckless Behavior
Humans make mistakes
At-Risk Behavior
Drifting away from established processes/procedures
Reckless Behavior
Failure to follow established process/procedures
Trends
Reoccurrences of the same or similar behavior

9. Coaching Coaching is a collaborative, ongoing process
Management takes an active role and interest in staff performance
Used to reinforce positive behaviors or correct unwanted behaviors
Used to develop staff
For coaching to be successful, a coach must establish a helping relationship.

10. Coaching involves continuous feedback and effective communication.
Major Functions
Give advice
Provide guidance
Provide support
Give confidence
Promote greater competence
Coaching involves continuous feedback and effective communication.

11. Disciplinary Action Actions taken to correct reckless behavior Be fair
Verbal Warning
Written Warning
Performance Improvement Counseling
Final Warning
Termination
Be fair
Be consistent
Protect privacy

12. Conducting Performance Feedback
Be specific
State the facts
State the violation
Focus on the job or the behavior
Avoid adjectives
State desired behavior
State the consequences for continued unwanted behavior
Document, document, document

13. Legal Considerations Have a scribe present Take notes
Ask all present to sign the document
Provide a copy of the document to staff
Remain fair and consistent