Annual targets toward continuous improvements are a major part of the Goalsharing effort. Goalsharing was created as an outgrowth of VISN 2 receiving a low ranking in customer service on a national survey. In its second year of operation, the program has proved to be highly successful. Establishment of the measures was a grass roots effort, then bubbled up to management for finalizing the network goals determining the goals Measures are set for the Network and then for each of the 5 Medical Centers. The Network goals must reach a bronze level before the local incentives will be awarded in that goal category.
Accountability is throughout the network.
Resource sharing is used and intra-network tiger teams were formed to help the network reach the goals. Goalsharing results are posted in areas around the medical center. We used The Osborn Parnes Creative Problem Solving process to turn ideas into innovative concepts and action plans. To meet or exceed the FY99 VA National average for Customer Service Two outstanding with others average or above on FY99 Survey 1 pt. Three outstanding with others average or above on FY99 Survey 2 pts.