CNI人力资源精品之OPTIMIZING SKILL SETS, PROCESSES AND TECHNOLOGY TO BOOST THE EFFECTIVENESS OF HEALTHCARE DELIVERY TO CUSTOMERS.ppt

OPTIMIZING SKILL SETS, PROCESSES AND TECHNOLOGY TO BOOST THE EFFECTIVENESS OF HEALTHCARE DELIVERY TO CUSTOMERS Case studies, Concepts, and Debatable Ideas Kenny Ong CNI Holdings Berhad,www.myCNI.com.my,www.OOBEY.com,Summary:,Long-term Objectives Strategies Enablers Resources,Also known as L.O.S.E.R.,www.myCNI.com.my,www.OOBEY.com,Summary: Todays presentation,1. Solution Model,2. Strategy,3. Resources,www.myCNI.com.my,www.OOBEY.com,Issues and Obstacles,Increasing costs Staff Cover cost overbooking Public-sector burden Shortage of specialist Doctors Geriatrics (2%) Less time per patient Population Growth Disparity and Maldistribution Untested, risky new Technology,Safety of patients Medical errors Hospital infections Medical fraud Malpractice IT: Privacy and Confidentiality Episodic Care - On-going care Communicable Disease - Non-communicable disease Rich and Poor segments,www.myCNI.com.my,www.OOBEY.com,Issues and Obstacles,Unregulated private sector Variations in Quality and Performance Cultural and language barriers Access H/C workforce instability Black Market Fail to enforce Regulations Expensive insurance premiums,Lack of coordination Poor customer service Short on personnel and medication Long waiting time Access to self-care resources Absence of clear admission/referral policies No standard protocols for different levels of H/C Over-focused on Profit,www.myCNI.com.my,www.OOBEY.com,Income Groups,Expensive, cutting edge, private funds,Government priority, high subsidy, rural stations, cheap,No money for high-end, no access to low-end,www.myCNI.com.my,www.OOBEY.com,Our Role?,Healthcare Industry,Customers, Patients,Main Healthcare Providers,Delivery,Request,Request,Service,Request,Service,www.myCNI.com.my,www.OOBEY.com,What is the Business Model?,USP,Market Discipline,Profit Model,www.myCNI.com.my,www.OOBEY.com,What is the Healthcare Model?,USP,Market Discipline,Funding Model,www.myCNI.com.my,www.OOBEY.com,Intro: Market Discipline,Mamak stall,www.myCNI.com.my,www.OOBEY.com,Intro: Market Discipline,“They are the most innovative“ “Constantly renewing and creative“ “Always on the leading edge“,“A great deal!“ Excellent/attractive price Minimal acquisition cost and hassle Lowest overall cost of ownership “A no-hassles firm“ Convenience and speed Reliable product and service,“Exactly what I need“ Customized products Personalized communications “Theyre very responsive“ Preferential service and flexibility Recommends what I need “Im very loyal to them“ Helps us to be a success,Product Leadership,Operational Excellence,Customer Intimacy,www.myCNI.com.my,www.OOBEY.com,Operational Excellence (low cost producer),Ref: The Discipline of Market Leaders, Michael Treacy 1995,Product Leadership (best product),Customer Intimacy (best total solution),Intro: Disciplines,www.myCNI.com.my,www.OOBEY.com,Summary: Todays presentation,1. Solution Model,2. Strategy,3. Resources, Done,www.myCNI.com.my,www.OOBEY.com,Set the Strategies,www.myCNI.com.my,www.OOBEY.com,What is the End Objective?,“in the past 18 months, we have heard that profit is more important than revenue, quality is more important that profit, people are more important than profit, customers are more important than our people, big customers are more important than small customers, and that growth is the key to our success. No wonder our performance is inconsistent“,CEO, Anonymous,www.myCNI.com.my,www.OOBEY.com,What is the End Objective?,In the old days of HR Average training hours per staff % of staff attending training # of training programs % of training programs conducted Training needs analysis conducted Competency models developed Training budget as % of payroll,Whats wrong with this picture?,www.myCNI.com.my,www.OOBEY.com,What is the End Objective?,Moral of the story Innovation: Business models Products Services Market Leadership Competitive differentiation,End Objective?,www.myCNI.com.my,www.OOBEY.com,“What is the moral of the story?”,www.myCNI.com.my,www.OOBEY.com,What then are the End Objectives?,Level of Population Health Health Inequalities Level of Health System Responsiveness (patient satisfaction) Distribution of Responsiveness within the population (segment satisfaction) Distribution of health systems financial burden within the population (who pays),The World Health Report 2000, World Health Organization,www.myCNI.com.my,www.OOBEY.com,Expectations and Objectives, cost access Quality Variations in performance Utilization of resources Disparity Equity, Prevention Overcrowding in urban Profiting from High-end FDI to H/C System Meet segment needs Workforce Management,www.myCNI.com.my,www.OOBEY.com,Some broad Solutions and Strategies,Patient-centered care Inpatient - Outpatient High-end care Rural care Public-Private sector collaboration Preventive Healthcare Government subsidy - Private sector funding Disruptive Innovation (“Just Good Enough”),www.myCNI.com.my,www.OOBEY.com,Side Note: Disruptive Innovation,Performance,Time,*The Innovators Solution, Clayton M. Christensen,www.myCNI.com.my,www.OOBEY.com,Side Note: Disruptive Innovation,begin in unattractive or overlooked markets high-quality, affordable alternatives more convenient less centralized locations increasingly lower prices for less complicated cases less specialized training to deliver Also known as Downwards Innovation,*The Innovators Solution, Clayton M. Christensen,www.myCNI.com.my,www.OOBEY.com,Side Note: Disruptive Innovation,Examples of Disruptive Innovation in serving the “Under-served” markets: Angioplasty LASIK Home Pregnancy Kit MinuteClinic - diagnoses 20 conditions Sonosite portable ultrasound machine Quantum Dot self diagnosis of complicated conditions such as prostate cancer,*The Innovators Solution, Clayton M. Christensen,www.myCNI.com.my,www.OOBEY.com,Side Note: Disruptive Innovation,Ability to Diagnose and Treat,*Will Disruptive Innovations Transform Healthcare, 19 August 2001, John W. Kenagy, MD,www.myCNI.com.my,www.OOBEY.com,Healthcare Objectives,Main Healthcare BSC,www.myCNI.com.my,www.OOBEY.com,Financial “To satisfy our stakeholders, what Financial objectives must we accomplish?”,Healthcare Industry BSC,www.myCNI.com.my,www.OOBEY.com,Revenue Growth,Base Retention,Share Gain,Positioning,Adjacent Market,New Business,Operational Excellence,Product Leadership,Customer Intimacy,Competencies,Information Systems,Motivation, empowerment, alignment,Financial,Learning & Growth,Internal Process,Customers,Investment Strategy,Productivity,Market Value,Linking BSC to Strategy,www.myCNI.com.my,www.OOBEY.com,Operational Excellence (low cost producer),Ref: The Discipline of Market Leaders, Michael Treacy 1995,Product Leadership (best product),Customer Intimacy (best total solution),Segmentation vs. Solution Model,www.myCNI.com.my,www.OOBEY.com,The McPlaybook*,Make it easy to eat 50% drive-thru Meals held in one hand,Make it easy to prepare High Turnover Tasks simple to learn & repeat,Make it quick “Fast Food” Tests new products for Cooking Times,Make what customers want Prowls market for new products Monitored field tests,*Adapted from: Businessweek , Februrary 5th 2007,www.myCNI.com.my,www.OOBEY.com,Operational Excellence Competitive price Error free, reliable Fast (on demand) Simple Responsive Consistent information for all Transactional Once and Done,Customer Intimacy Management by Fact Easy to do business with Have it your way (customization) Market segments of one Proactive, flexible Relationship and consultative selling Cross selling,Product Leadership New, state of the art products or services Risk takers Meet volatile customer needs Fast concept-to- counter Never satisfied - obsolete own and competitors products Learning organization,Strategy: Value Disciplines,www.myCNI.com.my,www.OOBEY.com,Operational Excellence (low cost producer),Ref: The Discipline of Market Leaders, Michael Treacy 1995,Product Leadership (best product),Customer Intimacy (best total solution),Strategy: Value Disciplines,www.myCNI.com.my,www.OOBEY.com,Operational Excellence (low cost producer),Ref: The Discipline of Market Leaders, Michael Treacy 1995,Product Leadership (best product),Customer Intimacy (best total solution),Strategy: Value Disciplines,www.myCNI.com.my,www.OOBEY.com,Sample KPIs for Each Discipline,Operational Excellence Price Selection Convenience Zero Defects Growth,Customer Intimacy Customer Knowledge Solutions Offered Penetration Customer Data Customer-success focus,Product Leadership Marketing Functionality # of Successes # of Failures Learn from key users Interdisciplinary teams Pipeline,www.myCNI.com.my,www.OOBEY.com,Summary: Todays presentation,1. Business Model,2. Strategy,3. Resources, Done, Done,www.myCNI.com.my,www.OOBEY.com,Optimizing Resources to Meet Strategy,www.myCNI.com.my,www.OOBEY.com,Alignment: 4-Wheels Service Model,Principles,Model,Strategy,www.myCNI.com.my,www.OOBEY.com,Alignment: Framework,Equity Protection of the Poor Cost-effectiveness Efficiency,Principles,www.myCNI.com.my,www.OOBEY.com,Alignment: Framework,Org Structure Job Design C&B Policies & procedures Decision making Job fit Management Systems BSC and KPIs Decentralized & Empower,www.myCNI.com.my,www.OOBEY.com,Alignement: Framework,Role modeling Vision/Mission/Philosophy Leadership Style Delegation & Empowerment C&B, Promotions Sense of Urgency Customer focused Best practices Bottom line management Tradeoff between Cost vs. Value,www.myCNI.com.my,www.OOBEY.com,Great Social Transformations happen when:,Public Awareness and Engagement Political Leaders followed rather than led Scientists, Engineers, Religious Leaders, Young People who led the way,www.myCNI.com.my,www.OOBEY.com,Alignment: Framework,Identification and Recruitment Incentives Training Values Motivation Competency Analysis Education/Curriculum,www.myCNI.com.my,www.OOBEY.com,Alignment: Framework,Enablers Technology Equipment Materials Intellectual Property Partners Property,Funding Public Private,www.myCNI.com.my,www.OOBEY.com,Operational Excellence,Customer Intimacy,Product Leadership,Organization, jobs, skills,Management systems,Information and systems,Culture, values, norms,Each Discipline Requires Different Priorities & Resources,www.myCNI.com.my,www.OOBEY.com,Operational Excellence Central authority, low level of empowerment High skills at the core of the organization Disciplined Teamwork Process, product- driven Conformance, one size fits all mindset Integrated, low cost transaction systems The system is the process Command and control Quality management,Organization, jobs, skills,Management systems,Information and systems,Culture, values, norms,Each Discipline Requires Different Priorities & Resources,www.myCNI.com.my,www.OOBEY.com,Organization, jobs, skills,Management systems,Information and systems,Culture, values, norms,Product Leadership Ad hoc, organic and cellular High skills abound in loose-knit structures Concept, future-driven Experimentation and out of the box mindset Person-to-person communications systems Technologies enabling cooperation Rewarding individuals innovative capacity Risk and exposure management Product Life Cycle profitability,Each Discipline Requires Different Priorities & Resources,www.myCNI.com.my,www.OOBEY.com,Organization, jobs, skills,Management systems,Information and systems,Culture, values, norms,Customer Intimacy Empowerment close to point of customer contact High skills in the field and front-line Customer-driven Variation and have it your way mindset Strong customer databases, linking internal and external information Strong analytical tools Customer equity measures like life time value Satisfaction and share management Focus on Share of Wallet,Each Discipline Requires Different Priorities & Resources,www.myCNI.com.my,www.OOBEY.com,Alignment: Framework,Principles,Model,Strategy,www.myCNI.com.my,www.OOBEY.com,Example: Inpatient - Outpatient for Rural,Ethnic H/C Workforce Nurses and para-medical staff Increased competence Continuing education for staff,Clear referral policies Reward for performance vs. input Expand specialist services in periphery Government funds,Clarity of roles Ensure protection and value for money Regulate,Basic facilities in all areas Technology: robust and withstand electrical fluctuations Routine maintenance, replacement, renewal Exp