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Performance Management Systems for EMS |
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Page 11 of 48
2.3 CPM at an Award-Winning Organ Procurement Organisation
Sources: Mid-America Transplant Services, United States (date of information: 2015)
Download (PDF): 2015 Malcolm Baldrige National Quality Award Application
Application/Key learning points: Through its leadership system (LS), Mid-America Transplant Services, a not-for-profit organ procurement organisation and winner of the 2015 Malcolm Baldrige National Quality Award, created a focus on accomplishing objectives, improving performance, and fostering innovation. The first step in the LS included intelligent risk-taking by means of an improvement and innovation process, through which the customer- focused culture drove the workforce to seek continuous improvement. Following the strategic planning process, cascading scorecards were integrated into work systems and departments, and individual metric levels were incorporated into a web-based performance management system; these were reviewed monthly at work system meetings. Reviews of the work system scorecards enabled action plans to be modified or implemented should priorities change. If a key metric was below the target, an appropriate corrective plan was launched.
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