From the course: Driving Measurable, Sustainable Change

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Encourage change: Align rewards with metrics

Encourage change: Align rewards with metrics

From the course: Driving Measurable, Sustainable Change

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Encourage change: Align rewards with metrics

- We've talked about the critical role of metrics and rewards in driving behaviors and change outcomes. What's often overlooked is ensuring that metrics and rewards are not counterproductive. What I mean by this is; metrics and rewards in one department don't make for extra work or extra costs in another department, or be counterproductive to the overall goal of the change initiative. Let's go through a specific example. If you are a patient-centered hospital, you're looking at patient experience and other patient related outcomes. Maybe that's your change initiative, increased patient-centered care. But if you're running the MRI department, you might look to recoup costs of this expensive machine. You might do this by pushing patients through the MRI machines at a fast rate. That way you maximize the utilization of the machine. You look great on paper, your metrics look good but those patients probably aren't…

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