Performance Improvement Approach Orientation
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Transcript of Performance Improvement Approach Orientation
Today’s learning objectives
• Be able to define the Performance Improvement
Approach (PIA)
• Name the 5 performance factors
• Describe the steps in the PI framework
• Thirst for more!!
Introductions
• As we go around the room, say:
– Your name
– Your position
– Knowledge or experience with PI
Who Wants to Be a Millionaire?
• What is the name of the group of people who are essential decision makers in the Performance Improvement process?
Important People
Stakeholders
Presidents
Facilitators
Who Wants to Be a Millionaire?
• What is the name of the group of people who are essential decision makers in the Performance Improvement process?
Important People
Stakeholders
Presidents
Facilitators
Who Wants to Be a Millionaire?
• Which of the following is NOT a performance factor (conditions necessary for people to perform well in their jobs)?
Clear Job Expectations
Performance Feedback
Skills and Knowledge
Advocacy
Who Wants to Be a Millionaire?
• Which of the following is NOT a performance factor (conditions necessary for people to
perform well in their jobs)?
Clear Job Expectations
Performance Feedback
Skills and Knowledge
Advocacy
Who Wants to Be a Millionaire?
• What term is used to describe the difference between desired performance and actual performance in the Performance Improvement framework?
Performance hole
Performance spiral
Performance gap
Performance differential
Who Wants to Be a Millionaire?
• What term is used to describe the difference between desired performance and actual performance in the Performance Improvement framework?
Performance hole
Performance spiral
Performance gap
Performance differential
Who Wants to Be a Millionaire?
• What is the name of the process where data is collected to assess what performance problems exist and what factors are causing them?
Performance Needs Assessment
Performance Evaluation
Training Evaluation
Performance Factoring
Who Wants to Be a Millionaire?
• What is the name of the process where data is collected to assess what performance problems exist and what factors are causing them?
Performance Needs Assessment
Performance Evaluation
Training Evaluation
Performance Factoring
What is the Performance
Improvement Approach?
A step-by-step methodology for finding out
what is needed to ensure good performance,
and delivering it
Factors Influencing Performance
Environment and supplies
Job expectations
Performance feedback
Motivation and incentives
Skills & knowledge
Organizational Support: Using Performance
Factors
Job Expectations
• Do providers know what is
expected of them?
– Guidelines, policies, standards,
procedures, protocols, job
descriptions
Performance feedback
Do providers know how they are doing compared to set expectations or standards?
Motivation/Incentives
• Do providers have a reason to
perform as they are asked to
perform?
• Does anyone notice when they
perform well?
Knowledge and Skills
• Do providers know
how to do the
required job?
• Are there systems
and interventions to
address how to do a
job
Organizational Support
• Does the organization assure that all the performance factors are in place?
• Through supportive supervision, communication mechanisms, training, functioning logistics systems, developing job descriptions, updating and disseminating policies, norms, and protocols…
Benefits of PI
• Use systematic approach for finding the root cause of the performance problem
• Helps avoid making assumptions
• Data driven
• Allowing you to implement the best intervention that applies only to that root cause
• Ensures training has maximum impact
PI answers these questions
What performance do we have now? (Actual)
What performance do we want? (Desired)
What is the difference? (Gap)
Why is there a difference? (Root causes)
What should we do about it? (Interventions)
Performance Measures…
• Quality
– Does the performance match the standard?
• Provider should counsel clients on the side effects of their chosen method during FP counseling.
• Quantity
– Does the performance happen as much or as often as it should?
• Each provider sterilizes 4 sets of instruments at the beginning of each day.
• The provider should always discuss side effects of the FP method the client selects (100% of the time).
Performance Measures…
• Timeliness – Does the performance happen on time?
• The provider should be ready to see clients by 9:00 a.m., every day.
– Does the performance happen as often as it should?
• The provider should do family planning counseling with all eligible women and couples (100% of the time).
PI Framework
CONSIDER
INSTITUTIONAL
CONTEXT
MISS ION
GOALS
STRATEGIES
CULTURE
CLIENT AND
COMMUNITY
PERSPECTIVES
OBTAIN AND MAINTAIN STAKEHOLDER AGREEMENT
MONITOR AND EVALUATE PERFORMANCE
DEFINE DESIRED
PERFORMANCE
FIND ROOT
CAUSES
WHY DOES THE
PERFORMANCE
GAP EXIST?
SELECT
INTERVENTIONS
WHAT CAN BE DONE
TO CLOSE THE
PERFORMANCE GAP?
DESCRIBE ACTUAL
PERFORMANCE
PERFORMANCE
GAP
IMPLEMENT
INTERVENTION
PNA
Steps in Performance
Improvement
Consider the institutional context
Stakeholder agreement
Define desired performance
Determine actual performance
Identify performance gaps
Analyze root causes
Select interventions
Develop draft action plans
Implement Interventions
Monitor and evaluate interventions
Performance
Needs
Assessment
Example-FP Providers
• Desired: 100% adherence to client-provider interaction norms
• Actual: 60% adherence to norms
• Gap: 40% of providers not adhering to norms
• Root causes: unclear expectations, lack of client provider interaction (CPI) skills, no feedback
• Interventions: CPI norms training, feedback from clients
Example-2
• Desired: counsel 100% of eligible clients
• Actual: counseling less than 25%
• Gap: 75%
• Root causes: incentives, supplies
• Interventions: incentive ($), supply chain
CONSIDER
INSTITUTIONAL
CONTEXT
MISSION
GOALS
STRATEGIES
CULTURE
CLIENT AND
COMMUNITY
PERSPECTIVES
OBTAIN AND MAINTAIN STAKEHOLDER AGREEMENT
MONITOR AND EVALUATE PERFORMANCE
DEFINE DESIRED
PERFORMANCE
FIND ROOT
CAUSES
WHY DOES THE
PERFORMANCE
GAP EXIST?
SELECT
INTERVENTIONS
WHAT CAN BE DONE
TO CLOSE THE
PERFORMANCE GAP?
DESCRIBE ACTUAL
PERFORMANCE
IMPLEMENT
INTERVENTION
Consider Institutional Context
• The mission of the organization
• The goals of the program
• Strategies in use already
• Culture of the organization and the country
• Client and community perspectives
CONSIDER
INSTITUTIONAL
CONTEXT
MISSION
GOALS
STRATEGIES
CULTURE
CLIENT AND
COMMUNITY
PERSPECTIVES
OBTAIN AND MAINTAIN STAKEHOLDER AGREEMENT
MONITOR AND EVALUATE PERFORMANCE
DEFINE DESIRED
PERFORMANCE
FIND ROOT
CAUSES
WHY DOES THE
PERFORMANCE
GAP EXIST?
SELECT
INTERVENTIONS
WHAT CAN BE DONE
TO CLOSE THE
PERFORMANCE GAP?
DESCRIBE ACTUAL
PERFORMANCE
IMPLEMENT
INTERVENTION
Obtain and Maintain Stakeholder Agreement
• Who are stakeholders?
• Gather information from key stakeholders
• Stakeholders meet to agree on desired outcomes
• Actively participate in identifying goals, prioritizing performance problems, analyzing root causes and selecting interventions
• Ownership of process and commitment to making improvements
CONSIDER
INSTITUTIONAL
CONTEXT
MISSION
GOALS
STRATEGIES
CULTURE
CLIENT AND
COMMUNITY
PERSPECTIVES
OBTAIN AND MAINTAIN STAKEHOLDER AGREEMENT
MONITOR AND EVALUATE PERFORMANCE
DEFINE DESIRED
PERFORMANCE
FIND ROOT
CAUSES
WHY DOES THE
PERFORMANCE
GAP EXIST?
SELECT
INTERVENTIONS
WHAT CAN BE DONE
TO CLOSE THE
PERFORMANCE GAP?
DESCRIBE ACTUAL
PERFORMANCE
IMPLEMENT
INTERVENTION
Define Desired Performance
Definition:
What the organization would like to see happening,
Where do we want to go?
How do we want things to be?
i.e. What should the standard of FP services be?
What are the goals of the FP program?
What should providers, supervisors, and facilities be doing
to reach goals and objectives?
Defined by stakeholder consensus using
specific, measurable terms
Desired Performance Statements
Identify the performer
State accomplishments or behavior within control of
the performer
Observable
Measurable
Specific, can be agreed upon by independent
observers
Example: All FP providers should counsel FP clients on
HIV risk and prevention according to standards.
Desired Performance
Statements
Indicators Desired
Levels
Providers counsel FP clients
on side effects of their
selected method.
% of providers who tell clients about
the possible side effects of their
chosen method
90%
Providers promote male
involvement in RH/FP
services.
% of providers who encourage
women to have their spouse join
them for their FP consultation
60%
Community leaders should
talk about the benefits of FP
during community meetings.
% of community leaders who
mention FP during meetings in the
community
50%
Examples of desired performance
Practice 1—Define Desired
Performance Statements
Job: Waiter/waitress in a restaurant
Describe 2 desired performance statements
for this person
You have 15 minutes
CONSIDER
INSTITUTIONAL
CONTEXT
MISSION
GOALS
STRATEGIES
CULTURE
CLIENT AND
COMMUNITY
PERSPECTIVES
OBTAIN AND MAINTAIN STAKEHOLDER AGREEMENT
MONITOR AND EVALUATE PERFORMANCE
DEFINE DESIRED
PERFORMANCE
FIND ROOT
CAUSES
WHY DOES THE
PERFORMANCE
GAP EXIST?
SELECT
INTERVENTIONS
WHAT CAN BE DONE
TO CLOSE THE
PERFORMANCE GAP?
DESCRIBE ACTUAL
PERFORMANCE
IMPLEMENT
INTERVENTION
Methods for assessing actual performance
Use existing data!
Direct observation of performance
Facility audit
Provider interview
Clinic record review
Focus groups with community members
Client exit interview
Household survey
• Self-assessment
Actual Performance
Statements
One for each desired performance statement
Desired and actual performance are
measured with same indicators
Desired Performance
Statements
Actual Performance
Statements
90% of providers counsel FP clients
on side effects of their chosen
FP method
60% of providers counsel FP clients on
side effects of their chosen FP
method
60% of providers encourage women
to have their spouse join them for
their FP consultation
20% of providers encourage women to
have their spouse join them for
their FP consultation
50% of community leaders mention FP
during meetings in the community
0% of community leaders mention FP
during meetings in the community
Examples of actual performance statements
CONSIDER
INSTITUTIONAL
CONTEXT
MISSION
GOALS
STRATEGIES
CULTURE
CLIENT AND
COMMUNITY
PERSPECTIVES
OBTAIN AND MAINTAIN STAKEHOLDER AGREEMENT
MONITOR AND EVALUATE PERFORMANCE
DEFINE DESIRED
PERFORMANCE
FIND ROOT
CAUSES
WHY DOES THE
PERFORMANCE
GAP EXIST?
SELECT
INTERVENTIONS
WHAT CAN BE DONE
TO CLOSE THE
PERFORMANCE GAP?
DESCRIBE ACTUAL
PERFORMANCE
IMPLEMENT
INTERVENTION
What is a Performance Gap?
Desired Performance — Actual Performance
Desired Performance
For example:
50% - 10% X 100 = 80% Gap
50%
X 100 = GAP
Desired Performance
Statements
Actual Performance
Statements
Performance
Gaps
90% of providers counsel
FP clients on side effects of
their chosen FP method
60% of providers counsel
FP clients on side effects of
their chosen FP method
33% of providers do NOT
counsel FP clients on side
effects of their chosen FP
method
60% of providers
encourage women to have
their spouse join them for
their FP consultation
20% of providers
encourage women to have
their spouse join them for
their FP consultation
67% of providers do NOT
encourage women to have
their spouse join them for
their FP consultation
50% of community leaders
mention FP during
meetings in the community
0% of community leaders
mention FP during meetings
in community
100% of community
leaders do NOT mention
FP during meetings in the
community
Examples of Performance Gaps
Prioritize Performance Gaps
• Cannot work on every performance gap at once – Resources are limited
– Need to focus the efforts for greater success
• How to prioritize gaps? Largest gaps
Critical area of performance
• Can select via democratic voting process or other method
• Place in priority order (i.e. highest number of votes to lowest number)
Practice 2—Performance Gaps
• For each desired performance statement discuss and agree on actual performance based on your experience eating out
• Determine the size of the gap for each performance statement
• You have 3 minutes.
CONSIDER
INSTITUTIONAL
CONTEXT
MISSION
GOALS
STRATEGIES
CULTURE
CLIENT AND
COMMUNITY
PERSPECTIVES
OBTAIN AND MAINTAIN STAKEHOLDER AGREEMENT
MONITOR AND EVALUATE PERFORMANCE
DEFINE DESIRED
PERFORMANCE
FIND ROOT
CAUSES
WHY DOES THE
PERFORMANCE
GAP EXIST?
SELECT
INTERVENTIONS
WHAT CAN BE DONE
TO CLOSE THE
PERFORMANCE GAP?
DESCRIBE ACTUAL
PERFORMANCE
IMPLEMENT
INTERVENTION
Root Cause Analysis Technique
For each gap, ask “why is this happening?”
For each answer, ask “why” again?
Record all responses as they come up
Keep asking “why?” until there are no more reasons
Stop when you say “I don’t know”
The root cause is the lowest-level cause that something can
be done about.
Gap: Supervisors are not making appropriate number of supervision visits
Root Cause Analysis Example
Did not know how many visits were expected No transport
No one told them Have no job
description No funds
No one developed a
Job description
No one’s job
to tell them Did not request funds
Did not know how to complete
the funding request form
Were not trained
Have no supervisor
No support system for them
Not in their
training
Example: Ghana,
2000
Why? Why?
Why? Why?
Why? Why?
Why?
Why? Why?
Why?
Why?
Why?
Why?
I don’t
know
I don’t
know
I don’t know I don’t know
Why?
Why?
Why? Why?
Practice 3—Root Cause Analysis
• Discuss and select the priority performance gap that is most important to work on first
• Use the multiple whys technique to uncover the root cause (s) for that 1 gap
• You have 15 minutes.
CONSIDER
INSTITUTIONAL
CONTEXT
MISSION
GOALS
STRATEGIES
CULTURE
CLIENT AND
COMMUNITY
PERSPECTIVES
OBTAIN AND MAINTAIN STAKEHOLDER AGREEMENT
MONITOR AND EVALUATE PERFORMANCE
DEFINE DESIRED
PERFORMANCE
FIND ROOT
CAUSES
WHY DOES THE
PERFORMANCE
GAP EXIST?
SELECT
INTERVENTIONS
WHAT CAN BE DONE
TO CLOSE THE
PERFORMANCE GAP?
DESCRIBE ACTUAL
PERFORMANCE
IMPLEMENT
INTERVENTION
Steps to select interventions (1)
• Define intervention criteria
• Make a list of criteria for judging possible interventions, some examples include:
• Affordable
• Feasible (considering resources)
• Time bound (i.e. completed within 1 year)
• Culturally appropriate
Steps to select interventions (2)
• Brainstorm possible interventions – Generate as many possibilities as you can
• Prioritize and select interventions – Compare each intervention to criteria list – Cross out those that do not meet the criteria
• Select the best intervention to fix the root cause—aim for 1 intervention per root cause
• Develop action plan for each intervention: – Activities/steps/tasks – Person responsible – Timeframe
Intervention and Action Plan Format
Performance
Gap
Root
Cause
Intervention Activity/
Steps
Person
Respon-
sible
Time-
frame
Clinical
officers,
midwives, and
nurses are not
performing
IUCD insertion
Lack of
knowledge
and skills
Training of
health workers
Identify
training
sites
Identify
trainees
Identify
supplies
Conduct
training
District
director
District
Nurse
District
health team
District
trainers
30-03-05
30-03-05
30-04-05
30-04-05
Design Interventions
• Form and convene a design and development team
– Involve potential implementers
• Develop a workplan for the design and development team
• Design and develop interventions
• Field test where appropriate
• Identify input, process and output indicators
CONSIDER
INSTITUTIONAL
CONTEXT
MISSION
GOALS
STRATEGIES
CULTURE
CLIENT AND
COMMUNITY
PERSPECTIVES
OBTAIN AND MAINTAIN STAKEHOLDER AGREEMENT
MONITOR AND EVALUATE PERFORMANCE
DEFINE DESIRED
PERFORMANCE
FIND ROOT
CAUSES
WHY DOES THE
PERFORMANCE
GAP EXIST?
SELECT
INTERVENTIONS
WHAT CAN BE DONE
TO CLOSE THE
PERFORMANCE GAP?
DESCRIBE ACTUAL
PERFORMANCE
IMPLEMENT
INTERVENTION
Implement Interventions
• Develop an implementation plan and a monitoring and evaluation plan
• Identify and mobilize resources
• Carry out interventions
• Foster and document organizational change process
CONSIDER
INSTITUTIONAL
CONTEXT
MISSION
GOALS
STRATEGIES
CULTURE
CLIENT AND
COMMUNITY
PERSPECTIVES
OBTAIN AND MAINTAIN STAKEHOLDER AGREEMENT
MONITOR AND EVALUATE PERFORMANCE
DEFINE DESIRED
PERFORMANCE
FIND ROOT
CAUSES
WHY DOES THE
PERFORMANCE
GAP EXIST?
SELECT
INTERVENTIONS
WHAT CAN BE DONE
TO CLOSE THE
PERFORMANCE GAP?
DESCRIBE ACTUAL
PERFORMANCE
IMPLEMENT
INTERVENTION
Monitor & evaluate performance
• Monitor the implementation and make adjustments as
necessary
• Repeat the baseline data collection exercise using the same
indicators and instruments
• Compare baseline to final results
– Make statements about the extent to which the gaps closed
• Where goals were met, celebrate!
• Where goals were not met, analyze and cycle through PI
process again