When Christus Health came together several years ago, Conklin and his colleagues realized the time was not ripe for standardization. Regional leadership was protective of their individual approaches, and senior management chose not to resist. Instead, Christus initiated its 4 Directions to Excellence program emphasizing:
- Clinical quality
- Service quality (with measures of patient, physician, and employee satisfaction)
- Business literacy
- Community value
These four elements were tracked in a balanced scorecard, which led to subtle competition among the different parts of Christus and adoption of best practices, setting the ground work for standardization.
By the time the regional CEOs approached senior leadership with the request for a single IT system in 2004, they were ready to accept the idea of large-scale standardization, rather than being so protective of local autonomy.March 10, 2010