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Performance Management

This guide by Eileen Ricker provides practical strategies for addressing performance issues, from identifying the root cause to implementing preventive measures and conducting effective coaching and disciplinary actions. Learn how to create a culture of continuous improvement and achieve optimal performance in your organization.

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Performance Management

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  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. 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 • 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. 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 • 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

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