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Leadership: Leveraging Mission & Relationships to Save Lives
Transcript of Leadership: Leveraging Mission & Relationships to Save Lives
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Sue Dunn, President & Chief Executive Officer
Donor AllianceDenver, Colorado
Leadership: Leveraging Mission & Relationships to Save Lives
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These are the
days of miracle
and wonder.
Paul Simon
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ORGAN &
TISSUE DONORS
TRANSPLANT
WAITLIST
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ORGAN &
TISSUE DONORS
TRANSPLANT
WAITLIST
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COLORADO
Donation Service Area
WYOMING
25 Donor
Hospitals
87 Donor
Hospitals
Key Customers
4 Transplant Centers
2 Tissue Processors
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MISSION VISION
Donor Alliance saves
lives through organ
and tissue donation
and transplantation.
Maximizing all
donation
opportunities
Integrity
Leadership
Excellence
Accountability
People First
CO
RE
VA
LUES
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CUSTOMERS,
STAKEHOLDERS
& PARTNERS
WORKFORCEMISSION,
VISION &
CORE
VALUES
SET DIRECTION
DEVELOP STRATEGIES
ALIGN PEOPLE,
PROCESSES, TOOLS &
TECHNOLOGYDEPLOY THE PLAN
EVALUATE &
IMPROVE
Role Models &
Builds Commitment
Communicates
& Engages
Determines
Accountabilities
& Collaborates
Coaches, Motivates,
Rewards & Recognizes
to Deliver Results
Inspires &
Raises the Bar
Leadership System
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CUSTOMERS,
STAKEHOLDERS
& PARTNERS
WORKFORCEMISSION,
VISION &
CORE
VALUES
SET DIRECTION
DEVELOP STRATEGIES
ALIGN PEOPLE,
PROCESSES, TOOLS &
TECHNOLOGYDEPLOY THE PLAN
EVALUATE &
IMPROVE
Role Models &
Builds Commitment
Communicates
& Engages
Determines
Accountabilities
& Collaborates
Coaches, Motivates,
Rewards & Recognizes
to Deliver Results
Inspires &
Raises the Bar
Leadership System
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CUSTOMERS,
STAKEHOLDERS
& PARTNERS
WORKFORCEMISSION,
VISION &
CORE
VALUES
SET DIRECTION
DEVELOP STRATEGIES
ALIGN PEOPLE,
PROCESSES, TOOLS &
TECHNOLOGYDEPLOY THE PLAN
EVALUATE &
IMPROVE
Role Models &
Builds Commitment
Communicates
& Engages
Determines
Accountabilities
& Collaborates
Coaches, Motivates,
Rewards & Recognizes
to Deliver Results
Inspires &
Raises the Bar
Leadership System
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114,000
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1,500,000
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CUSTOMERS,
STAKEHOLDERS
& PARTNERS
WORKFORCEMISSION,
VISION &
CORE
VALUES
SET DIRECTION
DEVELOP STRATEGIES
ALIGN PEOPLE,
PROCESSES, TOOLS &
TECHNOLOGYDEPLOY THE PLAN
EVALUATE &
IMPROVE
Role Models &
Builds Commitment
Communicates
& Engages
Determines
Accountabilities
& Collaborates
Coaches, Motivates,
Rewards & Recognizes
to Deliver Results
Inspires &
Raises the Bar
Leadership System
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• Commit to excellence
• Measure the important things
• Build a culture around service
• Develop leaders to develop people
• Focus on employee engagement
• Be accountable
• Align behaviors with goals and values
• Communicate at all levels
• Recognize and reward success
The Nine Studer Principles
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Communication & Engagement
Listening Mechanisms
Personal Communication
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Communication
PartnersCustomers StakeholdersWorkforce
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Employee Engagement
79.9%2015
84.8%2016
87.7%2017
90%2018
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Creating an Environment for Success
Organizational Learning
Developing Leaders
Focus on Action
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Customer Satisfaction
86%
100% 100%
75%
80%
85%
90%
95%
100%
Tissue Processor
% F
av
ora
ble
96%
98%
100%
94%
95%
96%
97%
98%
99%
100%
Transplant Center
% F
av
ora
ble
2012 2016 2018 2015 2016 2017
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Creating an Environment for Success
95%Favorability
Trust in Senior Leaders
4.9/5Board Engagement
Highest Donor Designation Rates in
the Country
63% WY
69% CO
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Integrated Governance & Public Trust
Ethical & Legal Behavior
Transparency in Operations
Board Engagement
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• Grow the Baldrige expertise in your organization
• Nail down your Customers, listening methodology & integration
• Link your mission and employee engagement
• Engage your governance structure
• Always remember why you started…and keep going
Insights and Lessons Learned
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Connect to Mission
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Connect to Mission
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August 19, 2019
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Ending Deaths on the Transplant Waiting List
RMPEx Peak
Award
Best Practice Recognition
Categories 4 & 6
Baldrige
Award
RMPEx Journey 2011 - 2015 Baldrige Journey 2016 - 2018
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Donor Alliance National
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• What does the Leadership System at your organization look like?
• What challenges have you come across?
• What are you going to take back with you?
Questions for the Day…and Back Home
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