Caramanica L, Maxwell S, Curry S
Hartford Hospital, 80 Seymour St, PO Box 5037, Hartford, CT 06102-5037, USA.
Semin Nurse Manag. 2000 Jun;8(2):81-5.
A new process for business planning at Hartford Hospital was needed to achieve critical business results. This article describes the Hospital's use of the Malcolm Baldrige Performance Excellence Criteria as a way to standardize and improve business planning. Women's Health Services is one of Hartford Hospital's "centers for excellence" and one of the first to use these criteria to improve its service. Staff learned how to build their business plan upon a set of core values and concepts such as customer-driven quality, leadership that sets high expectations, continuous improvement and learning, valuing employees, faster response to market demands, management by fact, and a long-range view of the future.
为实现关键业务成果，哈特福德医院需要一种新的业务规划流程。本文介绍了该医院如何运用马尔科姆·波多里奇国家质量奖卓越绩效标准来规范和改进业务规划。妇女健康服务部是哈特福德医院的“卓越中心”之一，也是最早运用这些标准来提升服务的部门之一。员工们学会了如何基于一系列核心价值观和理念来制定业务计划，这些理念包括以客户为导向的质量、设定高期望的领导力、持续改进与学习、重视员工、更快地响应市场需求、基于事实的管理以及对未来的长远展望。
