Corporate Performance Management Best Practices: A Case Study Approach to Accelerating CPM Results

Praise for Corporate Performance Management Best Practices "My management team and other key personnel attended several workshops conducted by Bob Paladino. Through this process we have established a more systematic approach to identifying business/growth opportunities; prioritizing projects based on their potential value to the company; developing business cases for the identified opportunities; executing plans to make the business opportunities a reality; and monitoring and measuring the success of our progress toward achieving the established goals. Bob has a lot of insight and a strong grasp of what it takes to achieve success." —James J. Kail, President & CEO, Laurel Highland Total Communications, Inc. "Industry awards are always appreciated, but the true reward for organizations that conduct benchmarking and adopt best practices and effective performance management systems is superior financial results year after year. Bob Paladino's chronicle of MidMichigan Health's efforts shares how the hospital chain's leaders applied countless best practices in corporate performance management to benefit doctors, employees, and—most of all—patients, improving both the system's financial position and service within its communities. It's an impressive journey worth reading and following." —Lisa Higgins, President and Chief Operating Officer, APQC "Our school was struggling to find a corporate performance model that we felt would work in the public sector and Bob's pragmatic approach worked perfectly for us in developing a balanced scorecard that we found to be a key strategic tool in addressing today's world of increased accountability for educational institutions. We've used Bob Paladino's teachings as a 'how to' guide in helping us to become a mission- focused, data-driven organization. This should be required reading in every 'Principles of Educational Administration' course offered for a school superintendent's credential by our colleges and universities. If more of our country's school administrators used Bob Paladino's CPM key principles in their day-to-day operations, I'm convinced we would all feel better about the state of public education in America." —Dr. Tom Friedemann, Superintendent/CEO, Francis Tuttle Technology Center "Regardless of the size of your organization, Bob Paladino's strategic expertise can provide you with both a practical and realistic guide for improving performance. He has a unique way of showcasing the best aspects of a company and how it achieved breakthrough results by designing, developing and implementing a strategic plan supported by a solid CPM system." —Linda Brantner, President & CEO, Delta Dental of Kansas

Preface xi Acknowledgments xv Chapter 1 Introduction 1 Corporate Performance Management Best Practices 4 Executive Views on CPM 7 MidMichigan Awards, Honors, and Results 9 My Promise 13 Chapter 2 Corporate Performance Management Core Best Practices 15 Principle 1: Establish and Deploy a CPM Office and Officer 16 Principle 2: Refresh and Communicate Strategy 17 Principle 3: Cascade and Manage Strategy 19 Principle 4: Improve Performance 20 Principle 5: Manage and Leverage Knowledge 22 CPM Maturity Model and Best Practice Pentagon Scoring Diagnostic 25 Note 26 Chapter 3 Corporate Performance Management at MidMichigan Health 27 Strategic Context and CPM Approach 27 MidMichigan Health CPM Program Overview and Journey 30 Principle 4: Improve Performance, 10–Step Business Improvement Approach 31 Principle 4: Improve Performance, 10–Step Business Improvement Case Study 35 Summary 47 Notes 48 Chapter 4 Principle 4: Improve Performance—The MidMichigan Health System Journey 49 CPM Maturity Levels for Principle 4: Improve Performance 50 Summary 76 Note 77 Chapter 5 Improve Performance Best Practices 79 Core Best Practices 80 35 New Best Practices 80 Summary 92 Notes 92 Chapter 6 Shared Services: 10–Step Team Best Practice Cases 93 Finance: Accounts Payable and Disbursements 10–Step Team Case Study, Smart Spending 94 Finance: Financial and Management Reporting 10–Step Team Case Study, Streamline Information 113 Human Resources: New Employee Requisition 10–Step Team Case Study, Simplify Hiring 129 Supply Chain Management: New Product Requisition 10–Step Team Case Study, Manage Innovation 146 Note 167 Chapter 7 Support Units: 10–Step Team Best Practice Cases 169 Laboratory Services 10‐Step Team Case Study, Optimize the System 170 Pharmacy Services 10‐Step Team Case Study, Smarter Formularies 190 Notes 206 Chapter 8 Core and Specialty Businesses: 10–Step Best Practice Cases 207 Emergency Department 10‐Step Team Case Study, Improve Throughput, Customer Scores, and Revenue 208 Care Coordination 10‐Step Team Case Study, Improve Medical Outcomes 221 Orthopedics Department 10‐Step Team Case Study, Grow the Business 240 Women’s Health Services 10‐Step Team Case Study, Grow the Business 258 Note 277 Chapter 9 Improve Performance Self–Scoring Diagnostic and Roadmap 279 Maturity Model Criteria 280 Five Key Principles of CPM Best Practice Blueprint 281 CPM 10–Step Improve Performance 35 Best Practices Blueprint 284 Summary 286 About the Author 287 Index 289

BOB PALADINO, founder of Bob Paladino & Associates, LLC (www.paladinoassociates.com) is a former executive and longtime thought leader and implementation practitioner in the Corporate Performance Management (CPM) field. His firm advises boards of directors, executives, and governments and offers a full suite of CPM services for rapidly implementing and integrating proven best practices to drive breakthrough results. He contributes to leading research projects at several institutes and has established dozens of CPM offices and core processes for leading companies. He is a highly sought after speaker for industry and trade events, and executive roundtables with experience in over 60 cities globally. He donates royalties from all books to the United Flight 93 Tower of Voices national memorial, as well as to Salute America's Heroes, an organization dedicated to providing aid to wounded and disabled military veterans and their families.