Question

**Case Study question**

Suppose you are on a process improvement team (PIT) to evaluate an HCO’s goal-setting processes. What kinds of measures could evaluate the goal-setting process itself? How hard would it be to benchmark them? Beyond the measures, what else would you do to identify opportunities for improvement in the process?

Answer 1

1. What kinds of measures could evaluate the goal-setting process itself?

ANS: ORAU.gov explains that, “Without measurements there is no way to be certain we are meeting value-added objectives or that we are being effective and efficient.” The kinds of measures that could evaluate the goal-setting itself include unit activity, trends, benchmarks, competitor data, operational scoreboard, and continuous improvements. White and Griffith (2011) explain that, “these measures are entirely different from measuring the organization’s financial position.”

2. How hard would it be to benchmark them?

ANS: White and Griffith (2011) explain that, “Measures of demand and output are often problematic. Unlike patient ledger accounting, where the numbers of postings and accounts maintained allow a productivity calculation can be benchmarked, financial reporting, auditing, and managerial accounting have no readily accessible unit cost.” In addition it would be hard to benchmark them because demand and output productivity are rarely available, and financial and managerial reports are not applicable.

3. Beyond the measures, what else would you do to identify opportunities for improvement in the process?

ANS: Beyond the measures, I would perform a SWOT analysis to identify opportunities for improvements in the process. The SWOT analysis would provide me with strengths weaknesses, opportunities, and threats that can be used to evaluate the HCO’s goal setting processes. I would also use quality management programs that would provide feedback on the quality of the HCO’s goal setting processes.

References: White, K. R., & Griffith, J. R. (2011). The Well-Managed Healthcare Organization. Chicago, IL: Health Administration Press.

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