Key Performance Indicators, a spy in the camp or a useful tool?
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A presentation discussing how best KPIs are developed with examples from airlines and railways, with some suggestions on how we might adopt some in a national KPI set for Medical Engineering.
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Key Performance Indicators, a spy in the camp or a useful tool?
- 1. Paul A Blackett NPAG Clinical Engineering Conference 2011 Performance Indicators – a Spy in the Camp or a Useful Tool? Paul A Blackett Lancashire Teaching Hospitals NHS Foundation Trust
- 2. Paul A Blackett NPAG Clinical Engineering Conference 2011 Overview • Definitions of KPIs • How other industries are using them • Tips for good KPIs • Suggestions for Clinical Engineering KPIs & Discussion
- 3. Paul A Blackett NPAG Clinical Engineering Conference 2011 What are Key Performance Indicators? A specific measure of some aspect of an organisation's performance. “A quantitative tool (for example rate, ratio, index, percentage) that provides an indication of an organisations performance in relation to a specified process or outcome.” [1] “ ”
- 4. Paul A Blackett NPAG Clinical Engineering Conference 2011 Why do we need to use them? • Controls Assurance (up until 2004) • SfBH now CQC • CNST now NHSLA • ISO 9001:2008 • How do you know how well you are doing?
- 5. Paul A Blackett NPAG Clinical Engineering Conference 2011 A look at how others do it!
- 6. Paul A Blackett NPAG Clinical Engineering Conference 2011 Aircraft Safety
- 7. Paul A Blackett NPAG Clinical Engineering Conference 2011 A few examples….. [2]
- 8. Paul A Blackett NPAG Clinical Engineering Conference 2011
- 9. Paul A Blackett NPAG Clinical Engineering Conference 2011
- 10. Paul A Blackett NPAG Clinical Engineering Conference 2011
- 11. Paul A Blackett NPAG Clinical Engineering Conference 2011 -
- 12. Paul A Blackett NPAG Clinical Engineering Conference 2011 Railway Safety
- 13. Paul A Blackett NPAG Clinical Engineering Conference 2011
- 14. Paul A Blackett NPAG Clinical Engineering Conference 2011 Signals Passed at Danger [3]
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- 16. Paul A Blackett NPAG Clinical Engineering Conference 2011 Tips for good KPIs [4]
- 17. Paul A Blackett NPAG Clinical Engineering Conference 2011 Relevant Focus on the right topics • What is important to your dept? • What is it you are wanting to achieve? • What are your core objectives? The 3 E’s • Economy (eg cost of repairs this year) • Efficiency (cost per repair) • Effectiveness (users satisfied with cost of repair) Tips for good KPIs
- 18. Paul A Blackett NPAG Clinical Engineering Conference 2011 Tips for good KPIs Relevant Balanced A Balanced Scorecard • Originally from the private sector • Four perspectives; Service users InternalM anagem ent C ontinuous im provem entFinancial(taxpayers)
- 19. Paul A Blackett NPAG Clinical Engineering Conference 2011 Relevant Understandable Balanced Tips for good KPIs Easy to understand • Avoid Jargon • Straightforward Clearly defined • How the data is obtained Verifiable • Have you the evidence?
- 20. Paul A Blackett NPAG Clinical Engineering Conference 2011 Tips for good KPIs Relevant Understandable Balanced Comparable My KPI Your KPI Between Organisations Over time My Old KPI
- 21. Paul A Blackett NPAG Clinical Engineering Conference 2011 Relevant Understandable Balanced Timely Comparable Tips for good KPIs Nobody wants to read yesterdays news! • How responsive are your PI figures? • Weekly data may be too late if it takes a week to calculate them!
- 22. Paul A Blackett NPAG Clinical Engineering Conference 2011 Relevant Action focused Understandable Balanced Timely Comparable Tips for good KPIs What are you going to do with the data? Don’t stifle Innovation! Avoid perverse incentives
- 23. Paul A Blackett NPAG Clinical Engineering Conference 2011 Action focused If you are setting targets - are they reasonable? Tips for good KPIs Is it a pass/fail or is there some middle ground?
- 24. Paul A Blackett NPAG Clinical Engineering Conference 2011 Relevant Action Focused Understandable Balanced Timely Comparable Viewpoint Tips for good KPIs Who is the data for? • The Public • Technical Staff • Your Manager What are their needs? Tailor your KPIs to your audience!
- 25. Paul A Blackett NPAG Clinical Engineering Conference 2011 Table form Presenting KPIs
- 26. Paul A Blackett NPAG Clinical Engineering Conference 2011 Graphically Presenting KPIs
- 27. Paul A Blackett NPAG Clinical Engineering Conference 2011 DashboardsPresenting KPIs
- 28. Paul A Blackett NPAG Clinical Engineering Conference 2011 From Theory to Practise! Requirements for Clinical Engineering KPIs • Simple • Common functions • Suitable for all to use • Not onerous to produce • Allow for local adjustment • Reported once a year
- 29. Paul A Blackett NPAG Clinical Engineering Conference 2011 Suggested National Set of Clinical and Medical Engineering KPIs for discussion! for discussion! for discussion! for discussion! Service User Internal Management Continuous Improvement Financial • Response Time - from requesting phone call to first action. • Time to Completion – from requesting phone call to completed job. • Scheduled maintenance completion – percentage attempted in a 12 month period. • Repair jobs open for more than 3 months. • Annual Customer Satisfaction survey • Time spent on Engineer training – hrs per year • Annual cost per device • Annual cost per bed
- 30. Paul A Blackett NPAG Clinical Engineering Conference 2011 Response Time The time taken from the first contact reporting an unscheduled job to the time that it is first attended to. Measured in days. Expressed as an average for the financial year. Option - Exclude non-working days Option – Categorise into priorities, for example Urgent, Routine, Low Local Targets set to indicate, KPI met, borderline, or fail
- 31. Paul A Blackett NPAG Clinical Engineering Conference 2011 Time to Completion The time taken from the first contact reporting an unscheduled job to the time that it is completed. Measured in days. Expressed as an average for the financial year. Option - Exclude non-working days Option - Categorise into priorities, for example Urgent, Routine, Low Option – Exclude jobs where external influences delay work Local Targets set to indicate, KPI met, borderline, or fail
- 32. Paul A Blackett NPAG Clinical Engineering Conference 2011 Customer Satisfaction Survey An annual survey should be undertaken to determine user satisfaction with the service. This survey should be tailored to the organisations needs. Pass / Fail Time spent on Engineer Training The number of hours over the financial year that a engineers have been undergoing training or other educational process. Expressed as hours per full time equivalent. Option – Categorise into external and in-house providers. Local target - Compare to other departments
- 33. Paul A Blackett NPAG Clinical Engineering Conference 2011 Scheduled Maintenance Completion The number of scheduled jobs attempted over the financial year. Expressed as a percentage of those due in that year. Option – Categorise, eg completed, not available, missing. Local Targets set to indicate, KPI met, borderline, or fail Repair Jobs open over 3 months The number of ongoing unscheduled jobs whose current time to completion is over 3 months at the financial year end. Expressed as a simple count. Option – Exclude incident investigations Local Targets set to indicate, KPI met, borderline, or fail
- 34. Paul A Blackett NPAG Clinical Engineering Conference 2011 Annual Cost Per Device The average cost of maintaining a medical device over the financial year. Expressed as cost per device. State whether systems are considered single devices Local target - Compare to other departments Annual Cost Per Bed The average cost of maintaining a medical device over the financial year. Expressed as cost per bed. State type of Trust eg Teaching, Acute, DGH Local target - Compare to other departments
- 35. Paul A Blackett NPAG Clinical Engineering Conference 2011 Finally…a quote… “We are not in competition with each other. Rather, we are all striving toward a theoretically correct performance. We each get to set our own individual goals within the larger scope ..”
- 36. Paul A Blackett NPAG Clinical Engineering Conference 2011 [1] http://www.jcaho.org/pms/core+measures/appendixd.pdf [2] https://www.directives.doe.gov/directives/archive-directives/440.2b- EGuide-1a2/at_download/file [3] http://www.rail-reg.gov.uk/upload/pdf/370.pdf [4] http://www.audit- commission.gov.uk/SiteCollectionDocuments/AuditCommissionReports/ NationalStudies/archive_mptarget.pdf [5] http://www.hfmmagazine.com/hfmmagazine_app/jsp/articledisplay.jsp?dc rpath=HFMMAGAZINE/Article/data/02FEB2010/1002HFM_FEA_Biomedi cal&domain=HFMMAGAZINE Product and Quality Performance Indicators for Services in Engineering. Peter Smithson IPEM Scope. Vol 11#3 Sept 2002 Benchmarking – The new ‘Soldering Iron’ for Effective Equipment Support. Paul Robbins. IPEM Scope. Vol 11#3 Sept 2002 References…