Leader Evaluation ManagerSM

Transcription

Leader Evaluation ManagerTM
__________________
User Manual
© 2008 Studer Group LLC
Leader Evaluation Manager, Results through Accountability
Our Goal in Providing this Training Tool
This training tool will assist you in implementing the Leader Evaluation Manager™ an online application designed to
automate the Studer Group’s Leader Evaluation process for your organization.
AN OVERVIEW OF LEADER EVALUATION MANAGER (LEM) AND THIS MANUAL
With the Leader Evaluation Manager, your organization’s leaders can enter, access, and share goals and progress
data more easily and efficiently. This manual will assist you in accessing the Leader Evaluation Manager and
learning to use it to the best of its capabilities.
TIPS FOR SUCCESS
The following provides suggestions and tips for you to maximize this tool to meet your organization’s goals.
Preparation
Ensure that your Pillars and Organizational Goals have been discussed and established, and that they
support the organization’s mission and vision.
Education
Make sure your organizational leadership is aware of the Leader Evaluation process and how it will help the
organization succeed.
Participation
The Leader Evaluation Manager works to its fullest when all leaders participate fully, with interest and
enthusiasm.
© 2008 Studer Group, LLC.
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TABLE OF CONTENTS:
SECTION ONE: GETTING STARTED .................................................................................... 5
1.1: Studer Group Leader Evaluation Process.................................................................................. 5
1.2: What is the Leader Evaluation Manager? .................................................................................. 6
SECTION TWO: GENERAL AREAS AND FUNCTIONS ................................................................. 8
2.1: Logging In to the Leader Evaluation Manager ............................................................................. 8
2.2: Navigating the Site ......................................................................................................... 10
2.3: Saving ...................................................................................................................... 11
SECTION THREE: ANNUAL EVALUATION AREA AND FUNCTIONALITY .......................................... 12
3.1: Overview of Annual Evaluation area...................................................................................... 12
3.2: Entering a new goal into your Evaluation from scratch .................................................................. 14
3.3: Entering a new goal into your Evaluation using the Goal Wizard ....................................................... 16
3.4: Entering a new goal into your Evaluation using the goal template...................................................... 25
3.5: Copying a goal from another leader into your Evaluation ............................................................... 27
3.6: Copying goals from sample goals......................................................................................... 29
3.7: Creating Goal Templates .................................................................................................. 30
3.8: Editing Goal Templates.................................................................................................... 35
3.9: Copying goals from another evaluation................................................................................... 37
3.10: Pushing goals to other Leaders.......................................................................................... 39
3.11: Editing and removing goals .............................................................................................. 40
3.12: Saving and printing ....................................................................................................... 40
SECTION FOUR: 90-DAY PLAN AREA AND FUNCTIONALITY ...................................................... 42
4.1: Overview of 90-Day Plan area ............................................................................................ 42
4.2: Entering your quarterly goals and action steps .......................................................................... 43
4.3: Entering your 90-Day results .............................................................................................. 43
4.4: Saving and printing ........................................................................................................ 43
SECTION FIVE: RESULT CARDS AREA AND FUNCTIONALITY..................................................... 44
5.1: Overview of Result Cards area............................................................................................ 44
5.2: Managing your Monthly Report Card ..................................................................................... 44
5.3: Using the Single-Entry Report Card ...................................................................................... 45
5.4: Using the Multiple-Entries Report Card................................................................................... 46
SECTION SIX: REPORT AREA AND FUNCTIONALITY............................................................... 47
6.1: Overview of Reports area ................................................................................................. 47
6.2: Compiling Score Summary Reports: By Leader ......................................................................... 47
6.3: Compiling Score Summary Reports: By Department .................................................................... 49
6.4: Compiling Score Summary Reports: By Division ........................................................................ 51
6.5: Compiling Score Summary Reports: By Organizational Goals ......................................................... 53
6.6: Compiling Score Summary Reports: Trend Report ...................................................................... 55
6.7: Compiling Query And Audit Reports: Search Goals ..................................................................... 56
6.8: Compiling Query And Audit Reports: Goal Audit......................................................................... 58
6.9: Compiling Query And Audit Reports: Compliance ....................................................................... 59
6.10: Compiling Query And Audit Reports: Not Started – Departments reports ............................................ 60
6.11: Compiling Query And Audit Reports: Not Started – Divisions reports ................................................ 61
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6.12: Compiling Query And Audit Reports: Not Locked reports.............................................................. 62
6.13: Using Query And Audit Reports: View Goal Templates................................................................ 64
6.14: Using Query And Audit Reports: Search Monthly Report Card........................................................ 65
6.15: Using Query And Audit Reports: All goals and rating types ........................................................... 67
6.16: Compiling a 90 Day Plans: Plans by Quarter report.................................................................... 68
6.17: Compiling a 90 Day Plans: Incomplete 90 Day Plans report .......................................................... 69
6.18: Viewing the User Hierarchy .............................................................................................. 70
SECTION SEVEN: ADMIN AREA AND FUNCTIONALITY............................................................. 72
7.1: Using Organization Setup ................................................................................................. 72
7.2: Using Global Evaluation Lock ............................................................................................. 73
7.3: Using Global Evaluation Unlock........................................................................................... 73
7.4: Using ROI Calculation ..................................................................................................... 74
SECTION EIGHT: TROUBLESHOOTING .............................................................................. 75
8.1: User Informational Messages ............................................................................................. 75
SECTION NINE: REFERENCES AND OTHER RESOURCES ......................................................... 80
9.1: Studer Group resources ................................................................................................... 80
9.2: Studer Group glossary of terms ........................................................................................... 80
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SECTION ONE: GETTING STARTED
1.1: Studer Group Leader Evaluation Process
In Hardwiring Excellence, Quint Studer states that if organizations only do one thing, they should implement
the Leader Evaluation Process. What gets measured gets focused on and gets done, so the Leader Evaluation
ensures results by helping to establish specific, measurable goals. Through this process, an organization’s
leaders clearly understand what is expected of them and thus can work toward achieving their goals.
In Good to Great, Jim Collins writes about great organizations benefiting from the flywheel effect, in which the
power of continued improvement and the delivery of results create momentum. The Studer Group applied this
concept to health care and developed the Healthcare Flywheel® to help organizations to understand their
journey toward creating great places for employees to work, for physicians to practice, and for patients to
receive care.
The center, or hub, of the flywheel is our purpose—we find that people in health care want to work for an
organization that they feel has great purpose, does worthwhile work and makes a difference. We connect to
that hub through: Passion, the belief that each of us can truly make a difference; Principles, the “to-do’s”
required to achieve results; and Pillar Results, our actual accomplishments. Achieving Pillar Results then
inspires greater passion in each individual and connects back to our purpose, giving momentum to the
flywheel. This process serves to create a self-perpetuating Culture of Excellence.
As part of the “to-do’s,” the Studer Group recommends that organizations use the Pillars (People, Service,
Quality, Finance, and Growth) to define goals and align the organization, and the Nine Principles® to guide
and prioritize actions. We have found that organizations that do this are able to effectively create and sustain
excellent results.
These organizational goals that are based on the Pillars are then used to develop goals for the top level of
management. Those goals are then used to develop goals for the next-highest level of management. This
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process continues until it cascades to the lowest levels of leadership within the organization. This way, as each
level of management works towards its goals, it helps support the next level up it in its efforts to achieve its
goals. Ultimately, this means that all leaders are working to support the organization’s overall goals.
To ensure that these goals can then be achieved, a system of accountability must be put into place. The three
primary tools to develop accountability are Annual Leader Evaluations, 90-Day Action Plans, and Monthly
Report Cards.
•
Annual Leader Evaluations are the most important tools of accountability, allowing leaders to be
objectively and substantively evaluated based on how well they have achieved their goals. In an
Annual Leader Evaluation, each of a leader’s goals is given a weight of 0% to 100%, based on its
relative importance. Ranges of accomplishment are then assigned numbers 1 through 5, so that a
supervisor can objectively indicate a leader’s level of success. For example: If the leader’s goal is to
achieve the annual expense budget, the ranges might be 5 = less than 90%, 4 = 90%-99%, 3 = 100%104%, 2 = 105%-109%, 1 = more than 110%. These weights and ranges are then used to determine
an overall goal-accomplishment score for each leader. These scores can then be used to determine
merit raises, bonuses, or other rewards for success, as well as identify those who might benefit from
additional training or guidance.
•
90-Day Plans are tools to manage communication between leaders and their supervisors on goal
progress and specific actions in place to achieve goals. They are primarily a coaching tool so that
throughout the year, supervisors and leaders can discuss progress and efforts that can be taken to
improve upon 90-Day Plans, which are created at the beginning of each quarter, also allow leaders to
establish interim goals.
•
Monthly Report Cards are monitoring tools to help track progress toward goals. Monthly Report
Cards are set up to track the same metrics that are listed on the Leader Evaluations. They show actual
progress made toward goals each month, allowing leaders to make adjustments to their activities as
necessary.
1.2: What is the Leader Evaluation Manager?
The Leader Evaluation Manager is designed to automate this accountability and evaluation process. With the
Leader Evaluation Manager, your organization’s leaders can enter, access and share goals, and progress data
more easily and efficiently.
Each leader begins by populating his or her Annual Evaluation. They then use the 90-Day plan to build a work
plan to support their Annual Evaluation goals. The Monthly Report Card then tracks progress on a monthly
basis. In addition to providing a standard template for the Annual Leader Evaluation Tool and supporting 90Day Plan and Monthly Report Card, the Leader Evaluation Manager archives all documents and makes them
accessible to any authorized user.
Goals and ratings are auto-populated from the Annual Evaluation to the 90-Day Plan and Monthly Report
Card. Monthly Report Card results are also updated into the Annual Evaluation. This application also provides
a range of reporting capabilities, allowing leaders to not only view individual results but compare and
aggregate results across the organization.
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Features:
Standardized and centralized access to the Annual Leader Evaluation as well as the supporting 90Day Plan and Monthly Report Card
Standardized templates for all three tools
Immediate access to up-to-date results and scores
Goal template to simplify data entry of commonly used goals
Monthly updating and tracking of results and scores based on Pillars and goals
Development of standard organization-wide rating types
Leader-level security
E-mail reminders for overdue and uncompleted tools
Reporting based on individual leaders, a group of leaders, leadership levels, departments, and
divisions
Auto-population of goals and ratings from Annual Evaluation to 90-Day Plan and Monthly Report Card
Auto-population of results from Monthly Report Card to Annual Evaluation
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SECTION TWO: GENERAL AREAS AND FUNCTIONS
2.1: Logging In to the Leader Evaluation Manager
Studer Group applications are now available via a single online portal, so that users can log in once to access
all of the products. When you visit the portal page, you will see a list of available applications with descriptions
of each one.
To log in, click the “Login” link in the upper right corner.
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Use the fields provided to enter the user name and password provided to you, and click “Login.” You will then
go to a portal page that lists the applications being used by your organization.
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To use the Leader Evaluation Manager, click on the name of the application.
2.2: Navigating the Site
When you visit the Leader Evaluation Manager, you will see the main Annual Evaluation page.
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The buttons in the main navigation bar that appears at the top of each page within the Leader Evaluation
Manager allow you to navigate to other areas of the program. Buttons with a small arrow in the corner have
multiple areas within that link. To access an area within another area (such as “Goal Templates” within “Annual
Evaluation”) hold your cursor over the button for the main area and a button for the secondary area will appear
below it. Click on that button to access the secondary area.
2.3: Saving
When you are finished entering your information, be sure to click “Save” before you close the Leader
Evaluation Manager or move to another page in the program. If you do not, your work on that page will not be
saved.
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SECTION THREE: ANNUAL EVALUATION AREA AND FUNCTIONALITY
3.1: Overview of Annual Evaluation area
The Annual Evaluation area is where you set up, view, and print your annual Leader Evaluation as well as the
Evaluations of individuals who report directly or indirectly to you, depending on the security level designated by
your organization. To access the Annual Evaluation area, simply log in to the application (the Annual
Evaluation page is the first one that appears) or put your cursor over the “Annual Evaluation” button in the
main navigation bar, and when the “Evaluation” button appears below it, click on that button. When you go to
this area, the first Evaluation form you will see is your own for the current year.
To view others’ Evaluation forms, click on the Name menu in the upper left corner. This menu will include the
names of all leaders whose Evaluations you have the right to see. To view another user’s Evaluation, simply
click on his or her name. That person’s Leader (direct supervisor), Department, and Division will appear next to
the Name.
To view Evaluations for other years, select a different year from the Year menu.
You now have five options for entering goals into your Annual Evaluation form:
Create Goal from Scratch
Start Goal Wizard
Create from a Template
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Copy Another Goal
Copy From Sample Goals
In the far-left column of the main Annual Evaluation page are the Pillars that your organization has chosen to
define its goals.
Next to each of these is a field where you must enter the individual goals for each Pillar. (Note: You may not
necessarily have goals for every Pillar.) To enter a goal from scratch:
Click the “add goal” link under one of the goals, and a popup window will appear that includes the options for
adding a goal.
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Comment [JTC1]: Capitalize the F in
the first “from”
3.2: Entering a new goal into your Evaluation from scratch
In the popup window, click “Create Goal from Scratch.” This will produce a new popup window with the goal
fields to be completed.
Goal:
Use this box to describe the goal.
How are results measured?:
Select the way in which this goal will be measured:
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As a whole number, such as a dollar amount or number of days;
Sum Method: As a numerator and denominator, or a fraction, which will calculate to a percentage. An
example might be a budgeted expense, where the actual amount spent would be the numerator (the
top number in the fraction) and the budgeted amount would be the denominator (the bottom number in
the fraction). This way, when you enter your results each month, the Leader Evaluation Manager will
automatically calculate the percentage as well as the average; or
Lowest Common Multiplier Method: As a numerator and denominator or a fraction that will not be
calculated to a percentage.
How are year-end results calculated?:
Select whether results will be calculated by average, last observation, a sum, an annualized sum, highest, or
lowest.
What units are results measured in?:
Enter the units of measurement (dollars, number of patients, survey ratings, etc.). Please note that this is now
a required field.
Number of places after the decimal allowed:
Select the number of places after the decimal that you would like to be calculated for this goal.
For the best rating:
Select whether higher scores or lower scores are considered better. Then enter the ranges that will relate to
each score: Results that exceed the goal target should be assigned to the higher numbers, and results that fail
to meet the goal target should be assigned to the lower numbers. For example, in the example above, the goal
target is 75th percentile, which relates to a score of 3; therefore, anything above 75th percentile would exceed
the goal, so those results relate to a score of 4 or 5. Results below the 75th percentile would not meet the
target, so those related to a score of 1 or 2. Please be sure to only add numbers into these fields. Other
characters such as % or $ will create an error.
Which months are included in the scoring?:
In this field, all months are selected by default. Therefore, if any months are not to be included in the scoring
for this goal, uncheck the checkboxes next to those months.
Click the “Save” button at the bottom of the window when you are finished. When the popup window closes,
the information you just entered will appear at the bottom of the list of goals for the Pillar you are working with.
In the right column, select a percentage to indicate the weighted value of this goal (the weighted values for all
of your goals should add up to 100 percent).
The number in the far right column is your current score for this goal; this score is calculated automatically
from the actual results entered in your Monthly Report Card. (The scores may be artificially low at certain parts
of the year, depending on the timing of your goals.) This current score is multiplied by the weighted value to
give you the current overall score for this goal.
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Below the last Pillar on the page, you will see your Overall Performance Score thus far, which is calculated
based on your current scores for each goal and their weighted values.
3.3: Entering a new goal into your Evaluation using the Goal Wizard
In the popup window, click “Start Goal Wizard.” This will start the LEM Goal Setting Wizard, which will guide
you in creating a new goal.
There are nine steps to creating a goal using the Wizard.
Step 1:
Use the fields provided to indicate:
Whether the goal is to increase, decrease, or maintain something
What area of improvement is being addressed in this goal (turnover, patient satisfaction rates, etc.)
What the target goal is
How the goal will be measured
As you complete these fields, the information will build a goal statement in the “Description” box at the bottom
of the window. This text can be edited once the fields are completed.
Once you have completed these fields, click Next to continue.
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Step 2:
Click the appropriate button to indicate whether the goal will be calculated using a whole number or a
numerator and denominator (fraction). Click Next to continue.
If you selected that to use a whole number, simply click Next to continue. If you chose a numerator and
denominator, you must select whether those numbers will be calculated by the sum method or the lowest
common multiplier method.
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Example of sum method:
2 +
6
3 +
5
1 +
3
6
10
=
12
24
The numerators are simply added together and then the denominators are added together.
Example of lowest common multiplier method:
2 +
6
3 +
5
1 +
3
6
10
=
10 + 18 +
30
30
10 + 18
30
30
=
56
30
=
1 15
16
These are added like typical fractions, where the lowest common multiplier is identified and then the
numerators multiplied accordingly.
Click Next to continue.
Step 3:
Use the menu on this page to indicate whether the results should be calculated as:
A straight average
The last month’s value
A sum of all of the months’ values
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Annualized (monthly totals are averaged, then multiplied by 12)
The highest monthly value
The lowest monthly value
Step 4:
Use this field to enter the unit of measurement, such as dollars, a percentile, visits, minutes, etc. Here is
where you are describing what you are actually counting. Please note that this is now a required field
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Step 5:
Use this menu to select the number of decimal places the calculation should include. This effects the precision
of your results.
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Step 6:
Use the fields provided to relate ratings results to scores of 1 through 5.
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First, click the appropriate button to indicate whether high or low scores are better. For example, if the goal
measures patient satisfaction scores, then high scores would be better; if the goal is measuring medication
errors, low scores would be better.
Then use the fields provided to indicate the results range that would earn each score. When you fill in the
lowest number that would achieve each score, the highest number in that range will be filled in for you.
Step 7:
Use the menu provided to give a weighted value to the goal. More important goals should have higher weights,
and the total of all the weighted values should be 100%.
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Step 8:
In this field, all months are selected by default. Therefore, if any months are not to be included in the scoring
for this goal, uncheck the checkboxes next to those months.
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Step 9:
If your goal is completed, click Finish.
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When you return to the main Annual Evaluation page, the information you just entered will appear at the
bottom of the list of goals for the Pillar you are working with.
3.4: Entering a new goal into your Evaluation using the goal template
In the popup window, click “Create From a Template.” This will produce a new popup window with the goal
fields to be completed.
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Use the Goal Templates menu on the upper left to select a template. Please note that the menu only includes
goals for that Pillar with which you are working; to see goals for another Pillar, click Cancel to return to the
main Annual Evaluation page, and click “add goal” within that Pillar. When you select one, the information for
that goal will appear in the fields provided. Click Save.
When the popup window closes, the information you just entered will appear at the bottom of the list of goals
for the Pillar you are working with. To edit the goal, click “Edit Rating Type.” You will then see a popup window
that allows you to edit the goal as needed.
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For more detail on how to complete these fields, see 3.2: Entering a new goal into your Evaluation from
scratch. Click Save when you are finished.
3.5: Copying a goal from another leader into your Evaluation
In the popup window, click “Copy Another Goal.” This will provide a new page where you can select a goal that
was created by another leader, and copy it to your evaluation.
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Use the Department, Leader, and Year menus at the top to select the appropriate leader and timeframe from
which to choose a goal. The goals for that person and year will appear in the list below.
Under “Add to Evaluation,” check the boxes of the goals you wish to copy, then click Save. When you return to
the main Annual Evaluation page, the information you just entered will appear at the bottom of the list of goals
for the Pillar you are working with.
for the Pillar you are working with. In the right column, select a percentage to indicate the weighted value of
this goal (the weighted values for all of your goals should add up to 100 percent).
To edit the goal, click “Edit Rating Type.” You will then see a popup window that allows you to edit the goal as
needed.
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3.6: Copying goals from sample goals
In the popup window, click “Copy From Sample Goals.” This will provide a new page where you can select a
goal that was created by another leader, and copy it to your evaluation.
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Use the menu provided to select a sample goal Please note that the menu only includes sample goals for that
Pillar with which you are working; to see goals for another Pillar, click Cancel to return to the main Annual
Evaluation page, and click “add goal” within that Pillar. When you select one, the information for that goal will
appear in the fields provided. Click Save.
When you return to the main Annual Evaluation page, the information you just entered will appear at the
bottom of the list of goals for the Pillar you are working with. To edit the goal, click “Edit Rating Type.” You will
then see a popup window that allows you to edit the goal as needed.
In the right column, select a percentage to indicate the weighted value of this goal (the weighted values for all
of your goals should add up to 100 percent).
3.7: Creating Goal Templates
Only site administrators and department administrators are able to create Goal Templates. To access the Goal
Templates area, put your cursor over the “Annual Evaluation” button in the main navigation bar, and when the
“Goal Templates” button appears below it, click on that button.
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In the Goal Templates area, you will see a menu. To edit an existing Goal Template, select one from the
menu; the templates in this menu are sorted by Pillar.
To create a Goal Template from a sample goal, click the “Click here to import sample goals” link at right.
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Use the checkboxes on the left to select goals for importing. Click Save when you are finished. Then use the
navigation bar at the top of the page to return to the Goal Templates page, and the imported goal will appear in
the drop-down menu.
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To create a new Template, select “New” from the menu.
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Then enter or edit the following:
In the Pillars menu, select the Pillar that this goal supports.
In the Goal Template Name field, give a descriptive name to this template. Please note that when you
are editing a template, you cannot change the name. If you need to change a goal template name, you
must recreate the template. If you use the fiscal year as a prefix to your goals, then in the future, it will
be easier to see which templates were used in which year.
If the Goal is to be currently in use in the Leader Evaluation Manager, check the box next to “Active?”
Under “Goal”:
In the Goal text box, enter or edit the specific goal for this Pillar.
Under “How are results measured?”:
Select the way in which this goal will be measured:
As a whole number, such as a dollar amount or number of days;
Sum Method: As a numerator and denominator, or a fraction, which will calculate to a
percentage. An example might be a budgeted expense, where the actual amount spent would
be the numerator (the top number in the fraction) and the budgeted amount would be the
denominator (the bottom number in the fraction). This way, when you enter your results each
month, the Leader Evaluation Manager will automatically calculate the percentage as well as
the average; or
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Lowest Common Multiplier Method: As a numerator and denominator or a fraction that will not
be calculated to a percentage.
In the “How are year-end results calculated?” menu, select whether results will be calculated by
average, last observation, sum, annualized sum, highest, or lowest.
In the “What units are results measured in?” field, enter the units of measurement (dollars, number of
patients, survey ratings, etc.).
In the “Number of places after the decimal allowed” menu, select the number of places after the
decimal that you would like to be calculated for this goal.
Under “How are results entered?” select how the results will be entered:
Personally: Results will be entered by each individual Leader with this goal
Single Results: Select this option when all Leaders who have this goal will receive the same
score. Results will be entered by one person.
Multiple Results: Select this option when multiple Leaders will have this goal, but will each
receive an individual score. Results will be entered by one person.
If you checked Single or Multiple for the previous item, use the menu below to select the name of the
person who will be responsible for entering the results for this goal.
Check “Non-editable by leader” if you do not wish for leaders to be able to edit this goal.

Under “For the best rating”:
Select whether higher scores or lower scores are considered better. Then enter the ranges that will
relate to each score: Results that exceed the goal target should be assigned to the higher numbers,
and results that fail to meet the goal target should be assigned to the lower numbers. For example, in
the example above, the goal target is 75th percentile, which relates to a score of 3; therefore, anything
above 75th percentile would exceed the goal, so those results relate to a score of 4 or 5. Results below
the 75th percentile would not meet the target, so those related to a score of 1 or 2. Please be sure to
only add numbers into these fields. Other characters such as % or $ will create an error.
When you are finished, click the “Save New Goal Template” button.
To delete a Goal Template, you must first remove it from use. If you attempt to delete a Goal Template that is
still in use, you will get a message saying that the goal cannot be deleted because it is being used by [leader
name(s)].
3.8: Editing Goal Templates
Only site administrators and department administrators are able to edit Goal Templates. To access the Goal
Templates area, put your cursor over the “Annual Evaluation” button in the main navigation bar, and when the
“Goal Templates” button appears below it, click on that button.
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In the Goal Templates area, you will see a menu. To edit an existing Goal Template, select one from the
menu; the templates in this menu are sorted by Pillar. To edit a Template, select it from the menu.
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When the template appears, you may add to or edit the information as necessary. When you are finished, you
have three options:
Save Goal Template: This simply saves the Template, and the new version will appear for anyone who
uses this template from this point on.
Save As: This allows you to save the Template with a new name, so that both versions will continue to
exist.
Save and Propagate Goal Template: This saves the Template, and automatically sends the updated
version to any Evaluations currently using the old one.
3.9: Copying goals from another evaluation
To copy a goal from your past year’s evaluation into your current year, put your cursor over the “Annual
Evaluation” button in the main navigation bar, and when the “Copy From Evaluation” button appears below it,
click on that button.
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Use the Department, Leader, and Year menus at the top to select the appropriate timeframe from which to
choose a goal. The goals from your evaluation and year specified will appear in the list below.
Under “Add to Evaluation,” check the boxes of the goals you wish to copy, then click Save.
for the Pillar you are working with. In the right column, select a percentage to indicate the weighted value of
this goal (the weighted values for all of your goals should add up to 100 percent).
To edit the goal, click “Edit Rating Type.” You will then see a popup window that allows you to edit the goal as
needed.
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3.10: Pushing goals to other Leaders
The “push” feature allows a Leader to create a goal and then “push” it to other Leaders for use in their
Evaluations. To use this feature, put your cursor over the “Annual Evaluation” button in the main navigation
bar, and when the “Push Single/Multiple Goals” button appears below it, click on that button.
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Use the menus provided to select the Goal Template and the Evaluation Year you wish to push. Once you
have selected the appropriate goal, use the Department and Division menus to narrow down the list of
Leaders. Then check the boxes next to the Leaders to whom you wish to push this goal. When you are
finished, click “Save.”
3.11: Editing and removing goals
To edit a goal that has been entered into an Evaluation, simply enter the revised information in the appropriate
boxes on the Annual Evaluation page.
To remove a goal after it has been entered, click the “remove this goal” link underneath the goal you wish to
remove. (This link only appears where a goal has been entered.)
3.12: Saving and printing
As you enter your goal information into the Annual Evaluation form, be sure to click the “Save” button in the
upper right corner periodically to save your work. When you are finished entering your information, in order to
save your work, you must click “Save” before you close the Leader Evaluation Manager or move to another
page in the program.
After you have finished entering your goals, you will discuss them with your supervisor and you may make
changes based on that discussion. Once you and your supervisor agree on your goals, click the “Lock
Evaluation” button in the upper right corner. It is important to discuss your goals with your supervisor because
you do not have the ability to unlock your own evaluation. However, your supervisor and the site administrator
User Manual - 40
can unlock the Annual Evaluation for edits or corrections. This will prevent any changes from being made to
your goals as you work on them throughout the year.
If you wish to save your Annual Evaluation as a PDF document, click the PDF button in the upper right corner.
This will create a PDF in a new browser window, so you may need to disable your popup blocker to use this
function. Then save the document by clicking the “Save a copy” button in the PDF window.
Your scores and ratings can be edited and updated throughout the year, and your final scores and ratings will
be calculated at the end of the year. At that time, you will discuss your goals and final scores with your
supervisor. You or your supervisor may enter any comments from this discussion in the fields provided at the
bottom of the Annual Evaluation Form (your supervisor will need to unlock the Evaluation form for this to be
possible). You both may also sign off on the Evaluation by entering your name and the date in the Signature
and Date fields provided (although some organizations may
require you to print the form and sign it by hand.
Once you both have signed off on the Evaluation, your supervisor should click the “Lock Evaluation” button in
the upper right corner of the page to save and block any further changes to it. If you have not finished your
Evaluation by the deadline (or have not indicated that you are finished by clicking “Lock Evaluation”), you may
receive an e-mail reminding you to do so.
To print the Annual Evaluation Form, do not use your browser’s Print function. Instead, click the “Print” button
in the upper right corner. A printable version of this page will appear on your screen. Click the “Print” button in
the upper right corner to print this page. When you are finished, click the ‘X’ in the upper right corner to return
to the form.
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SECTION FOUR: 90-DAY PLAN AREA AND FUNCTIONALITY
4.1: Overview of 90-Day Plan area
The 90-Day Plan area is where you build and track your 90-Day Plan each quarter. To access the 90-Day
Plan area, click on the “90-Day Plan” button in the main navigation bar.
The 90-Day Plan area is where you can enter, view, and print your 90-Day Plan each quarter, as well as the
Plans of individuals who report directly or indirectly to you, depending on the security level set by your
organization. When you go to this area, the first Plan you will see is your own for the entire year for your
current fiscal year.
To view others’ Plans, click on the Name menu in the upper left corner. This menu will include the names of
any other leaders whose 90-Day Plans you have the right to see. To view another user’s Plan, simply click on
his or her name. That person’s Leader (direct supervisor), Department, and Division will appear in the line next
to the Name. To view Plans for other quarters or for the full year, select a different timeframe from the quarter
menu.
When you go to the 90-Day Plan area, you will notice that the Pillars, your goals, and your goals’ rating
information have been transferred from your Annual Evaluation Form.
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4.2: Entering your quarterly goals and action steps
To enter a quarterly goal, use the appropriate text box in the “90-Day Goal” column. This goal should be
designed to help you take steps toward meeting your annual goal.
To enter your specific action steps toward meeting your quarterly goals, use the appropriate text box in the
“Action Steps” column. Your action steps should be specific efforts you can undertake to achieve your 90-day
goal. (Tip: You are able to copy and paste text in this form. This can be very helpful if you have similar goals or
action steps from quarter to quarter.)
In the Manage Up column, enter a 1, 2, or 3. The numbers stand for:
1. Full Speed Ahead
2. Full Speed Ahead, but let your Leader know before you launch
3. Do not move without permission.
These indicate how your supervisor would like you to proceed, so he or she may change this upon review of
your goals.
4.3: Entering your 90-Day results
At the end of the 90-day period, enter the results of your action steps in the appropriate text box in the
“Results” column. Your results should specifically describe the actions you took and what the outcomes were.
This will help you and your supervisor track your progress in achieving your annual goals.
4.4: Saving and printing
As you enter your Plan information into the 90-Day Plan form, be sure to click the “Save” button in the upper
right corner periodically to save your work. When you are finished entering your information, if you want to
save your work, you must click “Save” before you close the Leader Evaluation Manager or move to another
page in the program.
To print the 90-Day Plan, click the “Print and PDF” button in the upper right corner. A printable version of this
page will appear on your screen. Click the printer icon in the toolbar to print this page.
If you wish to save your 90-Day Plan as a PDF document or other format, make a selection from the Export
menu, then click “Export.”
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SECTION FIVE: Result Cards Area and Functionality
5.1: Overview of Result Cards area
The Result Cards area is where you enter your monthly scores to track your progress toward your annual
goals. The information you enter here is automatically updated in your Annual Evaluation.
5.2: Managing your Monthly Report Card
To access the Monthly Report Card area, put your cursor over the Result Cards button in the main navigation
bar, and when the “Monthly Report Card” button appears below it, click on that link.
The Monthly Report Card area is where you enter your own monthly scores to track your progress toward your
annual goals. The information you enter here is automatically updated in your Annual Evaluation.
When you go to this area, the first Report Card you will see is your own. To view others’ Report Cards, click on
the Name menu in the upper left corner. This menu will include the names of any leaders whose Report Cards
you have the right to see. To view another user’s Report Card, simply click on his or her name. That person’s
Leader (direct supervisor), Department, and Division will appear in the line next to the Name.
When you go to the Report Card area, you will notice that the Pillars, your goals, and your goals’ rating
information have been transferred from your Annual Evaluation Form.
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Use the boxes provided in the columns for each month to enter your monthly data (number of days, dollars,
survey rating, etc.). If you set up the goal to be calculated as a whole number, there will be one box to fill in; if
you set up the goal to be calculated as a numerator and denominator, there will be two boxes, one on top of
the other, that must be filled in. If only certain months were designated for this goal, boxes will only appear
under those months.
When you are finished entering your monthly data, click the “Save” button in the upper right corner to
recalculate the average and current score in the Summary column. (You may need to scroll to the right to see
the last columns.)
You can also view your monthly averages and your overall average score to date at the bottom of the page.
5.3: Using the Single-Entry Report Card
To access the Single-Entry Report Card area, put your cursor over the Result Cards button in the main
navigation bar, and when the “Single-Entry Report Card” button appears below it, click on that link.
Comment [JTC2]: When I tried to
access this feature, I got a message saying
“No Data found for the template for the
evaluation year” so I couldn’t replace this
screenshot.
Some goals have been assigned to multiple Leaders, who will all receive the same score for this goal. (See
3.7: Creating Goal Templates for more detail on this feature.) To make score entry easier, one person will be
designated to enter the scores for everyone. If you have been designated as the person to enter the results for
all Leaders with a particular goal, you will see those goals appear on this page.
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In the left column, you will see each goal listed by Pillar and name, with the names of all the Leaders who have
this Goal in their Evaluations listed below. Use the boxes provided under each month to enter the scores for
this goal. When you click “Save,” these scores will be transferred to the Evaluations of all of the Leaders who
have this Goal.
5.4: Using the Multiple-Entries Report Card
To access the Multiple-Entries Report Card area, put your cursor over the Result Cards button in the main
navigation bar, and when the “Multiple-Entries Report Card” button appears below it, click on that link.
Some goals have been assigned to multiple Leaders, who each receive individual scores for this goal. (See
3.7: Creating Goal Templates for more detail on this feature.) To make score entry easier, one person will be
designated to enter the scores for everyone. If you have been designated as the person to enter the results for
all Leaders with a particular goal, you will see those goals appear on this page.
In the left column, you will see each goal listed by Pillar and name, with the names of all the Leaders who have
this Goal in their Evaluations listed below. Use the boxes provided under each month to enter the scores for
this goal. When you click “Save,” these scores will be transferred to the Evaluations of all of the Leaders who
appear on this page.
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SECTION SIX: REPORT AREA AND FUNCTIONALITY
6.1: Overview of Reports area
The Reports area is where you can compile, view, or print reports for comparison and tracking purposes. To
access these reports, put your cursor over the “Reports” button in the main navigation bar. When the links
appear below it, you’ll see that some of them have an arrow on them, indicating that they include an additional
sub-menu of links. Click on one to begin compiling reports.
NOTE: In all of the reports, you can only select leaders, Departments, and Divisions that have goals entered
into the Annual Evaluation, and you can only select goals that are being used by at least one leader.
Also, changes to goals, scores, and other data cannot be made on in the Report area. To make changes to
that information, you must visit the Annual Evaluation, 90-Day Plan, or Monthly Report Card areas.
6.2: Compiling Score Summary Reports: By Leader
This report allows you to track and compare the progress of individual users. To access it, put your cursor over
the “Reports” button in the main navigation bar. When the menu appears below it, put your cursor over “Score
Summary Reports.” When the menu appears next to that, select “By Leader.”
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Use the “Year” menu to select which year’s reports you wish to see. Then click on the arrow at the end of the
“Employees” menu to see a list of Leaders whose scores you have permission to view, including your own.
Check the boxes next to the Leaders whose scores you wish to compare.
If you want blank evaluations to also be included in your report, click the box next to “CountBlanks.” Then use
the SortField menu to indicate whether you want the report to be sorted by leader name, scores lowest to
highest, or scores highest to lowest.
Click “View Report.”
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You will then see a list of the Leaders you checked, in alphabetical order, with their overall scores represented
by a bar graph.
If you wish to save this report as a PDF document or other format, make a selection from the “Select a format”
menu, then click “Export.” You can then print that document as needed. You can also print this page by
clicking on the printer icon.
6.3: Compiling Score Summary Reports: By Department
This report allows you to track and compare the progress of all of the individuals in a department. To access it,
put your cursor over the “Reports” button in the main navigation bar. When the menu appears below it, put
your cursor over “Score Summary Reports.” When the menu appears next to that, select “By Department.”
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Use the “Year” menu to select which year’s reports you wish to see. Then click the arrow next to the
“Departments” menu to see a list of Departments whose Leader scores you have permission to view, including
your own. Check the boxes next to the Departments whose scores you wish to compare. Use the “SortField”
menu to indicate how you wish the report to be sorted. Click “View Report.”
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You will then see a list of the Departments you checked, with their overall scores represented by a bar graph.
You can use the listing of Departments in the left column to jump to a specific Department.
6.4: Compiling Score Summary Reports: By Division
This report allows you to track and compare the progress of all of the individuals in a division. To access it, put
your cursor over the “Reports” button in the main navigation bar. When the menu appears below it, put your
cursor over “Score Summary Reports.” When the menu appears next to that, select “By Division.”
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Use the “Year” menu to select which year’s reports you wish to see. Then click on the arrow at the end of the
“Divisions” menu to see a list of Divisions whose Leader scores you have permission to view, including your
own. Check the boxes next to the Divisions whose scores you wish to compare. Use the “SortField” menu to
indicate how you wish the report to be sorted. Click “View Report.”
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You will then see a list of the Divisions you checked, with their overall scores represented by a bar graph. You
can use the listing of Divisions in the left column to jump to a specific Division.
6.5: Compiling Score Summary Reports: By Organizational Goals
This report allows you to track and compare the progress of all of the individuals within certain organizations.
To access it, put your cursor over the “Reports” button in the main navigation bar. When the menu appears
below it, put your cursor over “Score Summary Reports.” When the menu appears next to that, select “By
Organizational Goals.”
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Use the “Year” menu to select which year’s reports you wish to see. Then click on the “Select a Goal” menu to
choose the goal you wish to see.
After you select a goal, the page will refresh, and then Employees menu will include a list of the employees
who use the goal you selected. Check the boxes next to the employees you wish to compare. Click “View
Report.”
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You will then see a list of the Employees you checked, with their overall scores for that goal represented by a
bar graph. You can use the listing of Employees in the left column to jump to a specific Employees.
6.6: Compiling Score Summary Reports: Trend Report
This report allows you to track and compare the progress of all of the individuals in multiple Departments and
Divisions. To access it, put your cursor over the “Reports” button in the main navigation bar. When the menu
appears below it, put your cursor over “Score Summary Reports.” When the menu appears next to that, select
“Trend Report.”
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The complete trend report for all Departments, Divisions, and Employees will be generated automatically. Use
the “Departments” and “Divisions” menus at the top to narrow down the report; click “View Report” to generate
a new version of the report. You can also use the links in the column at left to jump to a specific Department or
Division.
6.7: Compiling Query And Audit Reports: Search Goals
below it, put your cursor over “Query And Audit Reports.” When the menu appears next to that, select “Search
Goals.”
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Use the fields provided to enter the search terms for the goal(s) you are seeking. The more you narrow your
search, the more specific your results will be. After selecting your search criteria, click “View Report.”
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6.8: Compiling Query And Audit Reports: Goal Audit
below it, put your cursor over “Query And Audit Reports.” When the menu appears next to that, select “Goal
Audit.”
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Comment [JTC3]: Not working
properly at time of writing.
6.9: Compiling Query And Audit Reports: Compliance
The Compliance report shows the status of each Leaders’ Evaluations and 90-Day Plans. To access it, put
your cursor over the “Reports” button in the main navigation bar. When the menu appears below it, put your
cursor over “Query And Audit Reports.” When the menu appears next to that, select “Compliance.”
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Comment [JTC4]: LEM in blue text
should be all caps.
When you visit this feature, a report showing the status for all Leaders is automatically generated. To narrow
the report results, use the menus provided and click “View Report.”
6.10: Compiling Query And Audit Reports: Not Started – Departments reports
This feature allows you to generate a list of Leaders who have not started their Evaluations, by Department. To
access it, put your cursor over the “Reports” button in the main navigation bar. When “Query And Audit
Reports” appears, put your cursor over that item; when “Query And Audit Reports” appears again in the
following menu, put your cursor over that item. Then when “Not Started – Departments” appears, click that link.
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You will then see a list of Leaders, sorted by Department, who have not yet begun their Evaluations. To narrow your
report results, use the menus provided to make selections and click “View Report.”
If you wish to save this report as a PDF document or other format, make a selection from the Export menu,
then click “Export.” You can then print that document as needed. You can also print this page by clicking on
the printer icon.
6.11: Compiling Query And Audit Reports: Not Started – Divisions reports
This feature allows you to generate a list of Leaders who have not started their Evaluations, by Division. To
following menu, put your cursor over that item. Then when “Not Started – Divisions” appears, click that link.
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You will then see a list of Leaders, sorted by Division, who have not yet begun their Evaluations. To narrow your
report results, use the menus provided to make selections and click “View Report.”
the printer icon.
6.12: Compiling Query And Audit Reports: Not Locked reports
This feature allows you to generate a list of Leaders whose Evaluations have not yet been designated as
completed by being “locked.” To access it, put your cursor over the “Reports” button in the main navigation
bar. When “Query And Audit Reports” appears, put your cursor over that item; when “Query And Audit
Reports” appears again in the following menu, put your cursor over that item. Then when “Not Locked”
appears, click that link.
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Comment [JTC5]: No screen shot
available – no results could be retrieved.
Comment [JTC6]: This feature gave
me the following error: Parameter '2008'
does not exist on this report
This page will show the current date, along with the date that Evaluations were to be completed. Use the menu
provided to select an Evaluation year, then click “Generate Report.”
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Comment [JTC7]: To be updated
when feature is fixed.
You will then see a list of Leaders, sorted by Departments, whose Evaluations have not yet been locked.
then click “Export.”
6.13: Using Query And Audit Reports: View Goal Templates
This feature allows you to generate a list of all of the Goal Templates in the Leader Evaluation Manager. To
following menu, put your cursor over that item. Then when “View Goal Templates” appears, click that link.
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You will then see a list of all Goal Templates, sorted by Pillar. If you wish to save this report as a PDF
document or other format, make a selection from the Export menu, then click “Export.” You can then print that
document as needed. You can also print this page by clicking on the printer icon.
6.14: Using Query And Audit Reports: Search Monthly Report Card
This feature allows you to search Monthly Report Cards to find a particular Goal. To access it, put your cursor
over the “Reports” button in the main navigation bar. When “Query And Audit Reports” appears, put your
cursor over that item; when “Query And Audit Reports” appears again in the following menu, put your cursor
over that item. Then when “Search Monthly Report Cards” appears, click that link.
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Use the fields provided to enter the search terms for the goal(s) you are seeking. The more you narrow your
search, the more specific your results will be. After selecting your search criteria, click “View Report.”
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the printer icon.
6.15: Using Query And Audit Reports: All goals and rating types
The “All goal and rating types” report allows you to view all of the Goals and rating types currently in use. This
allows you to compare 90-Day plans and Goals across the organization. To access it, put your cursor over the
“Reports” button in the main navigation bar. When “Query And Audit Reports” appears, put your cursor over
that item; when “Query And Audit Reports” appears again in the following menu, put your cursor over that item.
Then when “All goals and rating types” appears, click that link.
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You will then see a list of the goals and rating types currently in use, sorted by Department. If you wish to save
this report as a PDF document or other format, make a selection from the Export menu, and then click
“Export.” You can then print that document as needed. You can also print this page by clicking on the printer
icon.
6.16: Compiling a 90 Day Plans: Plans by Quarter report
The Plans by Quarter report allows you to view all of the 90-Day Plans for a particular time period. This allows
you to compare 90-Day plans and Goals across the organization. To access it, put your cursor over the
“Reports” button in the main navigation bar. When the menu appears below it, put your cursor over “90 Day
Plans.” When the menu appears next to that, select “Plans by Quarter.”
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The complete report for all Departments, Divisions, and Employees will be generated automatically. Use the
“Departments,” “Divisions,” “Quarter,” and “Year” menus at the top to narrow down the report; click “View
Report” to generate a new version of the report.
6.17: Compiling a 90 Day Plans: Incomplete 90 Day Plans report
This report allows you to view all of the 90-Day Plans for a particular time period that have not yet been
completed. To access it, put your cursor over the “Reports” button in the main navigation bar. When the menu
appears below it, put your cursor over “90 Day Plans.” When the menu appears next to that, select
“Incomplete 90 Day Plans.”
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Use the menus provided to select the Year and Quarter for which you would like to view the incomplete 90 Day
Plans. Click “View Report.”
6.18: Viewing the User Hierarchy
The User Hierarchy page allows you to view the reporting structure to which you belong. This includes the
Leaders you report to, and those who report to you. To access it, put your cursor over the “Reports” button in
the main navigation bar. When the menu appears below it, click “User Hierarchy” to see the chart.
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the printer icon.
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SECTION SEVEN: ADMIN AREA AND FUNCTIONALITY
The Admin area is where certain high-level functions of the Leader Evaluation Manager are carried out. Only
those designated as site administrators will have access to these functions.
7.1: Using Organization Setup
To access Organization Setup, put your cursor over the “Admin” button in the main navigation bar, and when
the menu appears below it, click on “Organization Setup.”
Comment [JTC8]: Should it say
Monthly Report Cards instead of
“Monthly Card Reports”? Also, “(0-Day
Plans” is missing a space.
Comment [JTC9]: One of the
“privileges” is missing an ‘e’
Enter your organizational information:
Administrator Name, Email, and Phone Number: Enter the contact information of the person who
will serve as the system administrator.
Show All Users’ 90 Day Plans, Monthly Report Cards, and Evaluations: Check these boxes if you
want all Leaders to be able to all other Leaders’ 90 Day Plans, Monthly Report Cards, and
Evaluations.
Under “The following dates are used to trigger e-mail notifications”: Enter the dates that
Evaluations and 90-Day Plans will be due. You can click on the calendar icon next to each field to
select a date. On those dates, standardized reminder notifications will then be sent to users who
have not yet completed their Evaluations or 90 Day Plans.
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Under “Select Users to allow view-only privileges,” use the checkboxes provided to select those
users who will have view-only privileges for Evaluations, Monthly Report Cards, and/or 90-Day
Plans.
When you have finished entering your organizational information, click the “Save” button at the bottom of the
window.
7.2: Using Global Evaluation Lock
Once all evaluations for a given year have been submitted, you can lock all of them at once by using Global
Evaluation Lock. To access this function, put your cursor over the “Admin” button in the main navigation bar,
and when the “Global Evaluation Lock” button appears below it, click on that button.
Use the menu provided to select the year for which you would like to lock all evaluations, then click the “Lock
Evaluations” button.
7.3: Using Global Evaluation Unlock
If necessary, you can unlock all of the evaluations at once by using Global Evaluation Unlock. To access this
function, put your cursor over the “Admin” button in the main navigation bar, and when the “Global Evaluation
Unlock” button appears below it, click on that button.
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Comment [JTC10]: Remove hyphens
from “un-lock.”
Use the menu provided to select the year for which you would like to unlock all evaluations, then click the
“Unlock Evaluations” button.
7.4: Using ROI Calculation
[Details to come…]
Comment [JTC11]: Not working
properly at time of writing.
User Manual - 74
SECTION EIGHT: TROUBLESHOOTING
8.1: User Informational Messages
As you use the Leader Evaluation Manager, you may encounter some informational messages. These
messages are designed to make sure you are entering the correct information and using this tool
appropriately. Following are some of the informational messages you may see.
General error messages:
When you are finished entering your information into the Leader Evaluation Manager, you must click “Save”
before you close the program or move to another page in the program. If you do not, you will see a pop-up with
the following message:
Comment [JTC12]: There is no
longer an error message to remind you to
save—perhaps this should be added back
in?
Annual Evaluation area:
Annual Evaluation form
After you have entered your goals into the Annual Evaluation form and you and your supervisor have agreed
upon them, you must click the “Lock” button at the top of the form to save your evaluation. At this time, the
Leader Evaluation Manager will check to make sure the weighted values you have assigned to your goals add
up to 100 percent. If they do not, the “Lock” button will be grayed out so that you cannot click it.
To correct this problem, change the percentage values of your goals (with your supervisor’s input) so that
together, they add up to exactly 100 percent.
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If you remove a goal from your Annual Evaluation form, all of the data in your 90-Day Plan and Monthly Report
Card related to that goal will also be deleted. Therefore, if you attempt to delete a goal, you will see the
following informational message:
If you do not wish to delete the goal, click “Cancel”; if you do wish to delete the goal and all related data, click
“OK.” For more information, see Section 3: Annual Evaluation Area and Functionality.
Goals and Goal Templates
When entering a new goal, you must select a rating type. If you attempt to lock the evaluation form without
selecting a rating type, you will see the following informational message:
A message will appear in red in the upper left corner, indicating which information is required. In addition, a
pop-up message will appear next to the rating type fields.
To correct this, enter the information requested.
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When creating a Goal Template, you must complete each field in the form provided. If you leave a field blank,
you will a message such as the following:
To correct this, enter the missing information as indicated.
Please note that when setting the rating type, the numbers must be continuous. To correct this, click OK and
then edit the numbers so that they are in continuous order. For more information, see 3.3: Entering a new goal
using a Goal Template and 3.4: Creating and editing Goal Templates.
90-Day Plan area:
90-Day Plan form
When you complete your 90-Day Plan, you need to enter a value of 1, 2, or 3 in the Manage Up column. If you
enter anything other than that, you will see the following error message:
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To correct this, click OK and then enter 1, 2, or 3 in the field provided. For more information on Manage Up
levels, see 4.2: Entering your quarterly goals and action steps.
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Notes
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SECTION NINE: REFERENCES AND OTHER RESOURCES
9.1: Studer Group resources
Books
Hardwiring Excellence, by Quint Studer
101 Answers to Questions Leaders Ask, by Quint Studer
Results that Last, by Quint Studer
Web pages (To access some Studer Group resources, you will need to register on the Studer Group site.
Registration is free and only takes a minute or two.)
www.studergroup.com
Leader Standardization and Repetition article:
http://www.studergroup.com/dotCMS/knowledgeAssetDetail?inode=924
Healthcare Flywheel®:
Must Haves®:
Building a Mature Leadership Team:
Reducing Leadership Variance:
9.2: Studer Group glossary of terms
Glossary
Five Pillars
A foundation and framework used to set organizational goals and the evaluation process. Once the goals for
each Pillar are set for the organization as a whole, they are cascaded throughout, from the division level to
department or unit level, to individual leader. Most organizations use the Five Pillars: Service, People, Quality,
Finance, and Growth. These can be customized to fit specific language or organizational terms, or other pillars
can be added, such as Community. These pillars then lay the framework for consistent evaluations,
communications, and work planning.
Hardwire
User Manual - 80
The process by which an organization, department, team, or individual integrates a behavior or action into the
daily operations.
Healthcare FlyWheel®
A teaching tool/diagram that illustrates the power that Purpose, Passion, To Do’s, and Results have in creating
momentum in an organization. The Studer Group developed the Healthcare Flywheel to help organizations
understand the journey in creating great places for employees to work, physicians to practice, and patients to
receive care.
Leadership Development Institute (LDI)
A way to develop leaders’ skills to enable the achievement of organizational goals, as well as to improve
individual leadership performance and organizational consistency and facilitate the process of connecting
those results to purpose, worthwhile work, and making a difference. Studer Group recommends two-day
sessions every 90 days off-site.
Linkage Grid
An accountability form with specific assignments, behaviors, and actions of learnings from the Leadership
Development Institute to be completed over the period of time in between sessions.
Manage Up
A form of communication at all levels that aligns your own skills, your co-workers’, other
departments’ and physicians’ to the goals of your organization. Example: Letting your supervisor know to
attend a celebration regarding achievement of results or to pass on positive information regarding an area so
that they can be recognized. This makes you and your organization better and aligns everyone to work on the
right goals.
Must Haves®
Specific actions and “to do’s” common to organizations achieving exceptional results. These Must Haves are
based on the Nine Principles and evolved from the Studer Group partnering with more than 250 organizations
to identify these actions. The Must Haves are (1) Rounding for Outcomes, (2) Employee Thank You Notes, (3)
Selection and the First 90 Days, (4) Discharge Phone Calls, (5) Key Words at Key Times, and (6) Aligning
Leader Evaluations with Desired Behaviors.
Nine Principles®
A sequenced step-by-step process and road map to attain desired results and help leaders develop and
achieve an excellence-based culture. The Nine Principles are (1) Commit to Excellence, (2) Measure the
Important Things, (3) Build a Culture Around Service, (4) Create and Develop Leaders, (5) Focus on Employee
Satisfaction, (6) Build Individual Accountability, (7) Align Behavior with Goals and Values, (8) Communicate at
All Levels, and (9) Reward and Recognize Success.
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Leader Evaluation Manager™ by Studer Group. All rights reserved.
No part of these written materials or the associated video presentations may be used or reproduced in any
manner whatsoever except by client companies as agreed in the separate agreement between Studer Group
and its client companies.
These written materials are to be used only in conjunction with the associated applications.
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