What ‘Performance’ Should Your Team Care About? Look At Your Health Plan’s Contract

As executives are under increasing pressure to improve performance, the question is – what performance matters? Our March 2017 OPEN MINDS Management Newsletter focused on this topic – see Why Performance Management (& Metrics) Is A Leadership Issue, The ‘How To’ Of Metrics-Based Management, and Performance Management Fundamentals: An Introduction.

My rule of thumb is that management teams can't go wrong if they focus on the consumer's experience and the health plan's contract. For the consumer experience, net promoter scores and consumer experience data are pretty straightforward (see Does Your Organization Need A Digital Transformation? Is Your Team . . .