1. Critical Success Factors
for Embassy
Management, LLC
Dr. Debbie Hedderly
September 17, 2013

2. Learning Objectives
 Understand how Critical Success Factors (CSFs) fit into the
strategic planning process
 Define Critical Success Factors
 Answer “Why use CSFs?”
 Learn to identify and select CSFs
 Define Action Steps for each selected CSF
 Activity to Practice

3. Big Picture of Strategic Planning
Operating Goals
& Objectives
CSFs
Strategic
Goals &
Objectives
Vision &
Mission
Relatively Specific &
ShortTerm
 Relatively Long & Broad

4. Preview of Strategic Planning
(Today &Tomorrow)
 Step 1: Organizational & Market Analysis (OMA)
 Step 2:Team Discussion & Complete OMATool
 Step 3: DevelopYour Strategic Plan, Goals &
Objectives
 Define the CSFs
 Actions Steps
 Step 4: Communicate the vision & execute
 Step 5: Evaluate CSFs (OnFocus)
 Step 6: Modify, adjust and take action

5. Critical-to-Success Factors (CSFs)
 Defined by Rockart1 as:
 Key areas of activity in which
favorable results are absolutely
necessary to reach goals;
 Key areas where things must go right
for the business to flourish;
 A relatively few number of important
factors which a manager should
focus attention
1Rockart, J.F. 1986 A primer on critical success factors. In Rise of managerial computing. Homewood, Il: Dow Hones, Irwin.

6. Why Use Critical Success Factors?
 Defined by Howell2:
 Simple to understand
 Focus attention on concerns and factors critical to the success of
the goal
 Incorporated into the strategic planning process
 Easy to monitor
 Benefits are significant
2Howell, M. T. 2010. Critical success factors simplified: Implementing the powerful drivers of dramatic business improvement. Boca Raton, FL: CRC Press.

7. Identifying Critical Success Factors
 Develop a list of potential CSFs for each
goal
 1-3 CSFs for each goal
 CSFs should be 10 words or less
 Evaluate each one by asking, “Is this
factor absolutely critical to the successful
implementation of the goal?”

8. Traditional (partial) CSF List for
Management Initiatives
 Accountability
 Best Practices
 Coaching
 Communication
 Continual Improvement
 Customer Satisfaction
 Effective Change Management
 Employee Involvement
 Innovation
 Leadership or Management
Involvement
 Strategic Alignment
 Measurement
 Productivity
 Quality
 Safety
 Technology
 Training

9. Identifying Critical Success Factors
 After the 1-3 CSF are established, determine Action Steps for
each selected CSF
 Who is responsible
 Time line for completion
 Resources needed

10. Examples ofTraditional CSFs for
Management Initiatives3
 GOAL: Improve quality of patient care during shift changes
2Howell, M. T. 2010. Critical success factors simplified: Implementing the powerful drivers of dramatic business improvement. Boca Raton, FL: CRC Press.
CFSs Yes No
Top Management Commitment X
Training X
Communication X
Employee Involvement X
Best Practices X
Time to accomplish project X
Safety X

11. Examples of Action Steps
 Leadership orTop Management
Involvement
 Support & assist team
 Provide resources
 Communicate and break down barriers
 Provide constructive reviews

12. Examples of Action Steps
 Employee Involvement
 Understands
goals, processes and what is
involved
 Competent in the
tasks/activities involved or
provide training

13. Examples of Action Steps
 Communication
 Internal & external
communication plans
 Communicate “Why” we are
doing this
 Provide facts, including
successes and reasons for
failure

14. Measure CSFs’ Implementation Progress
 Every month, each manager evaluates each CSF

15. Measure CSFs’ Implementation Progress
 Track progress through OnFocus Healthcare Platform
 ShortOps Meeting monthly

16. Graph or chart the progress
0
5
10
15
20
25
30
35
October November December January
Communication
Employee Involvement
Management
Commitment

17. Measure CSFs’ Implementation Progress
 If one CSF is falling behind, focus on what it will take to move
it forward and create an action plan

18. Measure CSFs’ Implementation Progress
 Monitor, adjust, and take action

19. Summary
 Define your goals & objectives
 Identify the CSFs
 Ask, “Is this CSF ABSOLUTELY critical to achieving the goal?”
 Then, select the appropriateCSFs
 Determine Action Steps for each selected CSF
 Measure the implementation progress of the CSFs through
OnFocus
 Monitor, adjust and take action

20. Activity
 Identify one goal
 Establish a list of CSFs
 Ask the question, “Is this CSF ABSOLUTELY critical to
achieving the goal?”
 Establish 1-3 CSFs for this goal
 Create the Action Steps needed with accountability, time line
and resources needed for each CSF