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Harvard Case - Temple Health System: Real-Time Feedback & People Analytics (A)

"Temple Health System: Real-Time Feedback & People Analytics (A)" Harvard business case study is written by Tony Petrucci, Michael Rivera. It deals with the challenges in the field of Organizational Behavior. The case study is 7 page(s) long and it was first published on : Mar 30, 2020

At Fern Fort University, we recommend Temple Health System implement a comprehensive, multi-faceted approach to real-time feedback and people analytics. This approach should focus on building a culture of continuous feedback, leveraging technology for data collection and analysis, and utilizing insights to drive strategic decision-making in talent management, employee engagement, and organizational development.

2. Background

Temple Health System, a large, complex healthcare organization, faces challenges in attracting and retaining top talent, particularly in a competitive market. The organization recognizes the need for real-time feedback to improve employee engagement, performance, and ultimately, patient care. However, they lack a structured system for collecting and analyzing feedback data, leading to limited insights and ineffective interventions.

The main protagonists of the case study are:

  • Dr. Michael Young: Chief Medical Officer, leading the initiative to improve physician engagement and performance.
  • Dr. David Cohen: Chief Executive Officer, supporting the initiative and seeking to leverage data-driven decision making.
  • Human Resources Department: Responsible for implementing the feedback system and analyzing data.
  • Physicians and other healthcare professionals: The target audience for the real-time feedback system.

3. Analysis of the Case Study

This case study highlights the critical need for organizations, particularly in healthcare, to adopt a data-driven approach to talent management. The lack of a robust feedback system at Temple Health System hinders their ability to:

  • Understand employee sentiment and identify areas for improvement: Without real-time feedback, the organization relies on anecdotal evidence and subjective perceptions, leading to inaccurate assessments of employee needs and challenges.
  • Measure the impact of initiatives and interventions: Without data-driven insights, it becomes difficult to assess the effectiveness of programs designed to improve employee engagement, performance, and retention.
  • Make informed decisions about talent management: Data-driven insights are crucial for optimizing recruitment, development, and retention strategies, ensuring the organization attracts and retains top talent.

Frameworks to analyze the case:

  • Organizational Behavior: The case study highlights the importance of understanding employee motivation, job satisfaction, and the impact of organizational culture on performance.
  • Human Resource Management: The case study focuses on the need for effective talent management strategies, including recruitment, development, performance management, and employee engagement.
  • Technology and Analytics: The case study emphasizes the role of technology in collecting, analyzing, and utilizing real-time feedback data for informed decision-making.

4. Recommendations

Temple Health System should implement the following recommendations to establish a successful real-time feedback and people analytics system:

Phase 1: Foundation Building (3-6 months)

  • Develop a clear vision and strategy: Define the goals and objectives of the real-time feedback system, aligning it with the organization's overall strategic goals.
  • Establish a cross-functional team: Assemble a diverse team of stakeholders, including HR, IT, physicians, and other healthcare professionals, to lead the implementation and ensure buy-in.
  • Select appropriate technology: Evaluate and choose a user-friendly, secure, and scalable platform for collecting and analyzing feedback data.
  • Develop a comprehensive feedback framework: Design a structured approach to collecting feedback, including frequency, channels, and types of questions.
  • Communicate the initiative broadly: Clearly communicate the purpose, benefits, and expectations of the real-time feedback system to all employees.

Phase 2: Implementation and Integration (6-12 months)

  • Pilot the system with a select group: Start with a pilot program to test the system, gather feedback, and refine the process.
  • Provide training and support: Offer comprehensive training to employees on how to utilize the system effectively and provide ongoing support.
  • Integrate feedback into performance management: Use real-time feedback to inform performance reviews, development plans, and reward systems.
  • Analyze data and generate insights: Regularly analyze feedback data to identify trends, areas for improvement, and opportunities for organizational development.
  • Develop action plans based on insights: Translate data insights into actionable strategies to address employee concerns, improve performance, and enhance engagement.

Phase 3: Continuous Improvement and Sustainability (Ongoing)

  • Monitor and evaluate the system: Continuously monitor the effectiveness of the system, gather feedback from employees, and make necessary adjustments.
  • Promote a culture of continuous feedback: Encourage a culture where feedback is valued, respected, and used for growth and development.
  • Integrate feedback into organizational decision-making: Use data insights to inform strategic decisions related to talent management, organizational development, and patient care.
  • Develop a communication strategy: Establish clear communication channels to share key insights and action plans with employees.

5. Basis of Recommendations

These recommendations are based on the following considerations:

  • Core competencies and consistency with mission: The real-time feedback system aligns with Temple Health System's mission to provide high-quality patient care by fostering a culture of continuous improvement and employee engagement.
  • External customers and internal clients: The system addresses the needs of both external customers (patients) and internal clients (employees) by improving communication, addressing concerns, and enhancing the overall experience.
  • Competitors: In a competitive healthcare market, attracting and retaining top talent is crucial. The system will help Temple Health System stand out as an employer of choice by demonstrating a commitment to employee development and feedback.
  • Attractiveness: The system offers a strong return on investment by improving employee engagement, reducing turnover, and enhancing patient satisfaction.

6. Conclusion

Implementing a comprehensive real-time feedback and people analytics system is essential for Temple Health System to achieve its strategic goals. By embracing a data-driven approach, the organization can improve employee engagement, enhance performance, and ultimately, provide better patient care.

7. Discussion

Alternatives:

  • Traditional feedback methods: While traditional methods like annual reviews and surveys offer some insights, they are not as effective as real-time feedback in capturing current employee sentiment and addressing concerns promptly.
  • Ignoring the issue: Ignoring the need for real-time feedback will likely lead to declining employee engagement, increased turnover, and ultimately, a negative impact on patient care.

Risks and Key Assumptions:

  • Resistance to change: Employees may resist the implementation of a new feedback system. To mitigate this risk, clear communication, training, and a focus on the benefits of the system are crucial.
  • Data privacy and security: Ensuring the confidentiality and security of employee data is essential. The chosen technology platform should meet industry standards for data protection.
  • Employee buy-in: The success of the system depends on employee participation and willingness to provide feedback. Promoting a culture of open communication and transparency is essential.

8. Next Steps

  • Form a cross-functional implementation team: Within the next month, assemble a team to lead the initiative and develop a detailed implementation plan.
  • Conduct a pilot program: Within 3 months, select a pilot group to test the system and gather feedback.
  • Develop a communication strategy: Within 2 months, create a communication plan to inform employees about the initiative and address concerns.
  • Train employees on the system: Within 4 months, provide comprehensive training to all employees on how to use the system effectively.
  • Monitor and evaluate the system: Continuously monitor the effectiveness of the system and make necessary adjustments based on data insights and employee feedback.

By taking these steps, Temple Health System can successfully implement a real-time feedback and people analytics system that will drive organizational growth, improve employee engagement, and enhance patient care.

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Case Description

In 2017, Dr. Gordon Morewood, chair of anesthesiology at Temple University Health System (Temple Health) in Philadelphia, Pennsylvania, faced a rapidly changing health care environment. Responsible for training anesthesiology residents and for all anesthesiology patient care across Temple Health's system, Morewood faced rising expectations for improving patient outcomes, patient satisfaction, and financial performance. Communication in health care had long operated in silos, and Morewood knew that significant changes in medical education and a shift toward cross-functional communication in health care were needed. A digital real-time performance feedback application (app) could help with the change process by building a growth feedback culture. The app could also use people analytics to identify the skills, knowledge, and experience most critical to the institution and assess competency development across the organization. The tool could help Morewood achieve the changes needed to meet the expectations in health care. Should he launch the app across the health system? If so, how would he introduce the new feedback culture and its use?

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