ESM Software - Healthcare Strategy Map Examples.pptx

Strategy Map Examples
©2017 ESM Software Group, Inc. All rights reserved 1
Healthcare

• Strategy maps include generic, nonprofit, health clinic, hospital, insurance,
pharmaceutical, and life science examples.
• Examples include complex and streamlined designs.
• Templates are editable to allow for map drafting from an existing example.
• Once you’ve found a map that you like, work with your team to populate
your content. See ESM’s Healthcare Objective Measure Library for inspiration.
• Work with marketing to bring the design to life with colors and creative
design.
• For questions contact: Kent Smack at ksmack@esmgrp.com
©2017 ESM Software, LLC. All rights reserved 2
How to leverage ESM’s Strategy Map examples for
your healthcare organization

©2017 ESM Software, LLC. All rights reserved 3
Generic Strategy Map
People
What people &
environment
must we have
to achieve our
objectives?
Internal
Process
What
processes
must we excel
at to deliver
value to our
customers and
meet financial
objectives?
Financial
What do
Shareholders
expect?
Markets/
Customers
What do our
customers
value?
Brand
Relationship
Trusted
Provider
Strategic
Partner
Service
Driven
Content Solutions
Better Decisions
Faster
ROI
Cost Benefit
Understand
Markets and
Customers
Evaluate
Opportunities
Develop Mission
Critical
Integrated
Information
Solutions
Build & Use
Common
Platforms
and Tools
Deliver
Efficiently
and
Effectively
Provide
Appropriate
Support
Continuously
Develop Leaders
Evolve the
company Culture
Retain & Attract High
Performance People
Shareholder Value
Improve Shareholder
Value
Create Sustainable
Revenue Growth
Expand Markets Become #1 or #2
in Chosen Markets
Grow
EBITDA
Improve ROIC
Effectively Use
Assets
Operations
People
Solutions
Markets and Customers
Customers’ Value Proposition
Shareholder Value
Operations
People
Solutions
Markets and Customers
Customers’ Value Proposition

4
Nonprofit Strategy Map
Mission/
Financial
Making the Right Choices
Customer
Internal
Learning
&
Growth
Establish partnerships with
like-minded organizations
Develop or acquire new
revenue streams
Supplier
management
Manage
investment
portfolio
Get more and bigger
donations
Strengthen
churches
Value Proposition - Contributors
Basics Differentiators
•
•
•
•
•
•
•
Value Proposition - Prospects
•
•
•
•
•
•
•
Value Proposition - Buyers
• price/value
• quality trans. proc.
• ease of access
• positive reputation
• relevance to daily life
• unique editorial style
• authentic, trustworthy content
• relationship with reader
Value Proposition - Outreach
• helping others
• ease of access
• quality trans proc
• relevance to daily life
• prayer fellowship
• guidance and support
• relationship with reader
Technological Infrastructure
• customer service support
• management decision support
• systems integration
Culture
• cross-business knowledge
• customer-focused
• alignment of personal and org. goals
• Informed leadership
Address special
needs
Add & retain loyal
customers
Optimize corporate
resources Grow financial assets
Focus on improving
processes across the
company
Develop new products
& services
Manage
financial/cash
performance
Develop more flexible
business model
Close Skills Gaps
• new media
• market research
• product development & management
Develop stronger,
longer relationships
Double the Reach
Grow Revenue Help People Everywhere
Enhance Efficiency
and Effectiveness
Improve Financial
Stability
Treat Customers As
Partners
Build & leverage core
brands
Understand
customer/market
demographics & needs
Be more
accessible
©2017 ESM Software, LLC. All rights reserved

5
Clinic Health Systems Strategy Map
Clearly communicate
expectations and
accountabilities aligned with
strategic priorities
Implement Managed Growth
Vision:
ABCC is a values-driven, integrated organization which will be recognized for excellence in customer service, quality patient care,
financial strength, and support of community health
Specialty Care Patients / Referring Physicians
Primary Care Patients Payers/Employers
Maximize High Margin,
Market Opportunities
Easy Access
Deliver Cost Efficient Care
On-Time
Service
Optimize Staff
Efficiency
Excellent service
Personal
relationships
Leading
edge technology
Leading
edge expertise
Innovative
programs
Price competitive
service
Demonstrate Continued Clinical
Excellence
Provide Outstanding
Customer Service
Build a Strong Financial Base to Sustain our Mission
and Achieve our Vision
Create an environment to support
employee engagement &
commitment to the mission
Redesign operations for
efficiency and effectiveness
Strive for Operational
Excellence
Develop research
opportunities aligned with
targeted growth areas
Develop leading edge
techniques and
programs
Friendly, attentive
interactions
Recruit & retain
qualified staff
Implement technology &
develop facilities &
infrastructure to support
internal processes
Continually develop
sub specialized clinical
services
Clinical Practice
Management
Develop Leadership &
Management Talent

Clinic Draft Strategy Map – Board Level
Payers
Referring Physicians
Clinic will provide the best care to every patient every day through integrated clinical practice, education, and research
Growth & Integration
(Goal 1)
Strategy Planning /
Positioning
(Goal 6)
Innovation & Scholarship
(Goal 3)
Customer Relationships
(Goal 4)
Care Delivery
(Goal 5)
Operating Efficiency/
Systems
(Goal 2)
Ensure Sufficient Financial Returns to Sustain the
Mission and Provide for Growth
Attract, Develop,
Retain, & Advance
Staff
Enable Scholarship to
Support Learning &
Growth for All Staff
Promote XYZ Model
of Care & Culture
Achieve Diversity of
All Our Staffs
Ensure
Mutual Respect as
Standard of behavior
Ensure Availability &
Adoption of Integrated
IT
XYZ Clinic
Mission
Recipients of
Care &
Services:
Internal
Processes:
Personal
Enablers
& Tools:
Financial
Viability:
Reputation /
Image
Relationship High Value
Excellent
Outcomes
Expected Access
Prompt
& Accurate
Reporting
Patients
Outflows
Inflows
Grow Revenue from
Patient Care
Optimize Foundation Contributions Optimize Expenses
Become highly
focused in our growth
Manage limited
resources across XYZ
Ensure integration of
info. & infrastructure
Define & utilize
processes to project the
most likely practice of the
future
Evolve & manage to an
effective strategy /
planning process (link
planning w/ execution)
Develop processes to recognize,
foster, and communicate
scholarship and innovation for all
staff
Introduce new “products” and
teaching methods
Expand the scope of innovation,
empower innovation, &
communicate best practices
Continue to support the
communities in which we
work
Involve all our staffs in
meeting satisfaction
goals
Determine
key satisfiers and
measure against them
Achieve consistent high
quality outcomes
regardless of site
(replicate best practices)
Develop tools &
processes for outcomes
analysis
Monitor
efficiency through use
of management tools
(system & data)
Enhance efficiency and
effectiveness in all XYZ
processes
Increase clinical
productivity
6

7
Clinic Department of Nursing Strategy Map
To provide the best nursing care in the world
Post Hospital Care Agencies
Physician/Health Care Team
Patient/Family
Vision:
Patients/Customers:
Promote positive
reputation & image of
nursing
Foster satisfying
relationships
Achieve
best possible
outcomes
Growth &
Integration
(Goal 1)
Strategy Planning /
Positioning
(Goal 6)
Innovation &
Scholarship
(Goal 3)
Customer
Relationships
(Goal 4)
Care Delivery
(Goal 5)
Operating Efficiency/
Systems
(Goal 2)
Retain & recruit
qualified staff
Provide opportunity
for learning &
growth for all staff
Enable
participation in
scholarly
activities
Assure consistent
application of policies,
procedural guidelines &
practices
Enhance staff
communication
Personal Learning/ Development & Tools:
Financial Viability:
Evolve
& manage to an
effective strategic
planning
process
Define &
utilize processes to
project the most
likely practice of the
future
Develop
high quality
outcome
measures
Accurately measure
nursing workload
Staff to workload
Optimize
professional
nurse
accountability
Create a safe
environment
for patients
Provide
a safe
environment
for staff
Fully
integrate
management
of nursing
resources at
XYZ
Implement
efficient & effective
practices, systems,
& information
technology and
optimize clinical
productivity
Develop
& implement
strategy to
manage hospital
capacity and
expected growth
Grow scholarly
activity
Develop
innovative
practices,
systems &
information
technology
Identify key
customer
satisfiers &
measure
against them
Assure that
the national goal of
66% baccalaureate
is met by 2010
Enhance the value of patient care
(value=quality/cost) while maintaining the NOI necessary to
sustain our practice and support our mission

8
Hospital Balanced Scorecard
Research, Education & Teaching
 Admissions
 Discharge
Internal Processes
Mission
To provide patients, families and primary care physicians with the best,
most compassionate care possible and to excel at communications
Wait Time Quality Productivity
 Infection Rates
 Blood Culture
Contaminate Rate
 Use of Clinical
Pathways (Top 10)
 Length of Stay
 Readmission Rate
 Daily Staffing vs
Occupancy
 Incentive Plan
– Awareness
– Implementation
 Strategic Database
– Availability
– Use
 % Satisfied
 % Would Recommend
 % Parents Could
Articulate Care Plan
 Discharge Timeliness
Customer
Patient Primary Care
Physician
 % Satisfied with
Communication
 % Parents Could
Identify ACH Physician
 Cost per Case
Financial
 Revenue from
Neonatal Care
 Operating Margin

Customer Focused Relationships
Customer
Financial
&
Values
Motivated and Prepared People
Foster a Values-
Driven, High
Achievement Culture
“ABC People Make
a Difference”
Enable Individuals to
Develop to Their Full
Potential
Passionate About the
Kind of Company We
Are Building Together
Attract and Retain
the Right People
Superior Execution
Value Added Solutions
Grow Revenues:
Target: 15%
Steadily Improve
Company-wide
Operating Margins
Offer Innovative
Solutions
Build Superior Shareholder Value
Target: 15% EPS Growth
“ABC Helps Me and
My Customers
Succeed”
Meet Requirements
and Exceed
Expectations
Strategically Enter
New Markets and
Businesses
“ABC is a Trusted
Partner”
Expand and Deepen
Customer
Relationships
Proactively Build and Leverage
Customer and Marketplace
Knowledge
Manage Risk /
Return on Capital
Invested
Employ Technology Platforms that Support the Strategy
Continually Improve
Efficiency and
Quality
“ABC Delivers On
Commitments”
F1
V1 F1
F2 F3 F4
C1 C3 C4
C2
I3
I2
I1
I10
I4
I5
I8
I9
I6
I7
Build an Enduring Global Health and Life Sciences Company
Our Core Values Are The Foundation of Everything We Do
Health and Life Sciences Strategy Map
9

10
Health Plan Strategy Map
F6-Effectively manage
administrative costs
F2-Retain and grow
membership through
responsible rating and
underwriting practices
F4-Maintain appropriate
reserves
F5-Effectively manage
benefit costs
F3-Generate income through
prudent investment strategies
Mission: Support the health care needs of our customers through relationships, service, and overall excellence
Customer Communication /
Service
I7-Improve response to
customer inquiries and
problems
I6-Educate members and
sponsors on benefits,
networks, and proactive
health
Community
Employer
Member
C5-“Meet our
performance
standards”
C3-“Minimize and
make predictable
my out-of-pocket
costs”
C1-“Give me a
broad choice of
participating
providers”
C2-“Quickly and
correctly pay my
claims and minimize
my hassles”
C4-“Provide us
with affordable
healthcare
coverage options”
C6-“Be easy
to do
business
with”
C7-“Play an
appropriate role
to improve the
health of the
community”
Operational Excellence Community / Regulatory
L2-Ensure employees have clear
line-of-site to our organization’s
strategy
L1-Recruit and retain employees
to enhance our performance,
values, and competencies
L3-Develop and promote whole
company perspective and
adaptability
Skills / Competencies Culture / Leadership Technology / Information
I9-Systematically improve
quality and service levels
of transactional processes
I10-Selectively improve key
processes for efficiency and
value, and apply IT
solutions as appropriate
I8-Ensure compliance and
make the best of
compliance mandates to
drive improvements
I12-Educate the public
about healthcare issues,
our positions, and our
mission
I11-Monitor and strive to
influence regulatory/
legislative activities to
achieve our mission
L4-Provide employees with more
immediate access to accurate,
actionable and consistent
information
F1-Ensure responsible
financial stewardship
Efficiency / Cost
Growth / Revenue
Product Management
I1-Develop and actively
manage quality, cost
effective provider
networks/ contracts
I4-Develop collaborative
relations with providers to
improve quality, cost
effective health outcomes
I5-Simplify administrative
processes between
providers and ourselves as
appropriate
I2-Conduct
analysis for product
development and
enhancement
I3-Excel at benefit cost
management programs
Provider Relationships

11
Health Plan Strategy Map
• Create Defined Contribution
Product
• Build Tiered Networks
• Couple Fee-for-Service with
Risk Sharing
• Improve Provider Relations
• Expand Enrollee Services
• Optimize Employer Service
• Automate Functionalities
• Streamline Claims
Processing
• Refocus Utilization Review
• HIPAA Compliance
• Improve NCQA Rating
• Respond to Patient Bill of
Rights Legislation
• Competitive
Price
• Increased
Convenience
• Expanded
Benefit Choice
• Internet
Connectivity
• Employee Cost
Transparency
• Increased
Convenience
• Provider
Choice
• Competitive Fee
Schedule
• Automated
Claims
Processes
Return on
Investment
Organic Growth Acquisition Investment
Revenue
• Core Business?
• New Products?
• New
Geographies?
• Buy for
Customers?
• Buy for Product?
• Buy for Market
Presence?
• Low Risk?
• Medium Risk?
• High Risk?
Rationalize Benefit
Costs
Optimize Administrative Costs
• Disease Management?
• Utilization Review?
• Limited Coverage?
• Information Systems?
• Process
Reengineering?
• Staffing?
Recruiting and
Training
Culture and
Climate
Leadership
Information
Technology and
Tools
Revenue Growth Efficiency
Employers
Enrollees
Providers
Product Innovation Customer Intimacy Operational Excellence Regulation & Society

12
Pharma Strategy Map
Create a High Performance / High Integrity Organization
Optimize
Contribution of
External Growth
Opportunities
Achieve Maximum
Efficiency and Productivity
of Resources
Grow Revenue and
Shareholder
Returns
Discover and Develop Novel Drugs Faster Implement Customer-Driven Sales Model Permanently Reduce Our Cost Structure
Acquire & develop
specialized skills and
knowledge
Leverage Merck’s strong
science culture
Maintain highest integrity
and core values
Develop new “tools” to
increase effectiveness
of providers
Improve procurement and
shared service cost
effectiveness
Improve manufacturing
efficiency and ensure
product quality
Accelerate time to
market (regulatory
approval)
Optimize asset
productivity
Field Org. Focus:
Reduce number of products
and customers per rep
Improve everyone’s
ability to execute the
Merck strategy
Manage Financial
Risk
Maximize
Revenue Growth
of Breakthrough
Products
Develop and
successfully manage
new external alliances
financial
strength
customer
value
internal
processes
organization
Patients Health Care Professionals Payers
“Give me medicines with true
clinical benefits”
“Give me clear, concise,
relevant clinical & scientific
information”
“Respect the
demands on
my time”
“Provide medicines with
true clinical benefits at a
competitive price”
Value-added
partnership
Innovate best-in-
class lab procedures
& practices
Implement and expand use of
innovative communication
channels
Promote access;
support Medicare Drug
Benefit
Preserving and Improving Human Life by Putting Patients First

13
Pharmaceuticals Corporate Strategy Map
Grow Revenues
Enable the Strategy Through Technology Platforms
Build a High
Performance Culture
Offer
Innovative
Solutions
Meet Requirements &
Exceed Expectations
Build Enduring
Relationships
Increase Return on
Capital
Grow Operating Margins
Strategically
Enter New
Markets
Build Superior Shareholder
Value
Passionate About the
Kind of Company We Are
Building Together
Better Understand our
Customers/markets
Continually Improve
Safety, Efficiency and
Quality
Attract & Retain
the Right People
Build an Enduring Global Health and Life Sciences Company
Our Core Values & Purpose Are The Foundation of Everything We Do
Motivated
&
Prepared
People
Customer
Financial

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