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Question:

In completing goals for 2004, using the Five Pillars (People, Service, Quality, Finance, and Growth) as guidelines, what are some examples of good goals for non-patient care areas such as facility management? I have tied service back to satisfaction surveys, but have hit a roadblock with some of the others.

Answer:

Here are a few sample metrics that are often used in plant operations and maintenance:

Finance - Budget/Operating Expenses
Finance - Worked Hours/Unit of Service
Finance - Utility Expenses
Finance - Overtime Expenses
Growth - Square Feet Serviced
People - Employee Turnover Percentage
People - Employee Satisfaction Survey Results
Quality - Preventative Maintenance Percent of Service Requests
Quality - Service Call Rework
Service - Interdepartmental Satisfaction Score

There may be other metrics out there that you might wish to set goals around; these are simply the more common ones. You can set Pillar goals for every department.

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Associated Resources

This week's question and answer was taken from Quint Studer's book, 101 Answers to Questions Leaders Ask.

In 101 Answers to Questions Leaders Ask, Quint Studer offers practical, prescriptive solutions to some of the many questions he's received from health care leaders around the country since the debut of ''Ask Quint'' on the Studer Group website more than four years ago.

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