HR STRATEGY MAP
Vision: To be globally recognized and respected Pediatric Neuro
Developmental Therapy known for Clinical outcomes and distinctive Patient
care catering to the needs of Special Children.
Market Leaders Increased Enhance Institutional
Financial
Customer Base Customer Value Tie ups
Cu
Scientifically Proved
Customer Achieve Increased Patient Affordable cost
Quality treatment Cus
Milestones Satisfaction
Process Service Designs Patient Training Branding Appointment
Centricity Efficiency
Culture Talent Competent Robust
Management workforce Environment
Specialized Competency based Performance
Learning Recruitment training Management
and Growth
Adoption training Campus Cross Functional Rewards
Connects &Recognition
training
Awareness test
Incentives
Headhunting Continuous medical
Appreciation
education Job Rotation
Tracking Succession
Planning Good Practices International
Exposure
3 .HR OBJECTIVES WITH KEY QUANTIFIABLE MEASURES
XYZ has clearly defined the HR Focus areas hence the organization is looking at cultural shift to be
recognized and respected globally for its world class treatment and Care. Considering the fact that our
focus is Pediatrics and Physiotherapy and Rehabilitation centers are emerging like Mushrooms all across
the world.” PATIENT CENTRIC APPROACH AND QUALITYSERVICE should be given paramount
importance. Patient first should be the Mantra and Service standards should be imbibed by one and all
in the organization
2.1. Cultural Shift
To create a Patient centric culture across the organization, the values have to be imbibed by one and all
.More over it has to be driven top down, it is essential that all leaders and Seniors understand the
Vision, Values and work culture elements that the organization is re-build on. Expectations has to be
clearly understood by the employees. Certain work Culture elements like Patience, empathy,
friendliness is required to deal with newly identified sector (pediatric patients) Cultural shift is usually
slow and steady process, which needs to be reviewed at very frequent intervals. XYZ should capture the
voice of its customer thro feedback mechanism to evaluate the change. To successfully make these
cultural shifts, the following activities needs to monitored
3.1.1 Culture Adoption Training
It is essential that all employees, Old and New undergo a Culture Adoption training, which talks about
the new focus and values to be adopted by the organization. This training will sensitize the employees
the expectations of the organizations and deliverable for a Patient centric Behavior. Emphasis to be
given on World class care to the Patients and Excellent clinical outcomes
Objective Initiative Measure
No of Culture Adoption Sessions Held
Cultural Shift Adoption Training
No of Employees attended the training
3.1.2 Employee Awareness Survey
A Survey to be conducted for all employees once in quarter to understand their awareness level on new
Vision, Values and Patient centric behavior.
Objective Initiative Measure
Average Score of the Employees who took
Cultural Shift Awareness Survey
the Survey
3.1.3 Feedback and Appreciation tracking Mechanism
Instant Feedback is one way of measuring, analyzing and ensuring we are on the right track to achieve
the vision of the organization. By this Instant feedback mechanism, we understand if we our customers
are happy or unhappy with the course of treatment (clinical and support Services), which will give us a
chance to discuss and rectify the concerns immediately which will help us gain Patient confidence and
create conducive work environment. Trainer to monitor these feedback closely to counsel, Train,
motivate and appreciate the employees. This is help us in measuring our cultural shift.
Objective Initiative Measure
Star rating received for each employee
Feedback and Appreciation
Cultural Shift after completion of every session
tracking Mechanism
Total Appreciations received /No of Patients
2.2. Talent Management Strategy
XYZ is expected to expand its operation across the world to be globally recognized and respected in
Pediatric Neuro Developmental therapy. For such fast growth, it is essential that skilled and qualified
talent are recruited for World class excellent treatment in Pediatric Neurology .As business look for fast
growth , it is essential that we have right people in the right places at the right time .Hence developing
this talent is the key to drive this planned growth. In this context XYZ should also focus more on tieing up
with Institutes, colleges across providing this specialized course so that the talents are engaged to join the
Organization. In this manner, XYZ will have Best of talent and qualified workforce to handle Patients with
such Neurological disorders. This will also help in world class treatment during Rehabilitation phase.XYZ
should also look at creative, innovative ways to attract motivate and retain talent. This will help XYZ
Reputation in achieving high level of customer satisfaction which will lead to business growth and financial
efficiency. XYZ should introduce and track the following “Talent Management” metrics:
3.2.1 Hiring – Recruitment Plan
Recruitment plays a key role for this business. If it is not for qualified and trained resource, it would be
difficult to manage this Specialty. For XYZ to be class apart compared to other organizations, its
foundation should be based on talented and qualified Manpower who bring that expertise to the table.
XYZs hiring team should have a detailed market research in terms colleges, Institutes, offering this
specialized course apart from database of experienced therapist and renowned vocational trainer across
the world which will help in creating a talent pool and Recruitment strategy for the organization.
XYZ can introduce and track the following …
Objective Initiative Measure
No of Colleges offering NDT course
Hiring – Recruitment Plan
Cost per Hire &Average Time to Fill
Talent
Source of recruitment
Management
Top Talent list
Strategy
3.2.2 Campus Connect and Headhunting
XYZ should try to nurture their talents from the very beginning or early stages, which will enable them to
imbibe these values and culture of the organization easily. Also that the organization is looking at
expanding rapidly and growing, it’s brings more value when employee also to grow along with the
organization. Hence campus connects and on boarding programs should be seamless and transparent.
Headhunting also pays a crucial role when the job is niche and specialized. It’s essential to network to
tap these kind of talents, hence some of these HR matrix should also be tracked like….
Objective Initiative Measure
No. of Campus Tie ups
No. of Campus Offers given Vs No of Offer
Talent Management Campus Connect
acceptance
Strategy Headhunting
No. of Networking sessions attended Vs No of
employees hired through this source
No. of employees recruited through Head hunting
No of Niche Talented People Identified, Selected
and joined
3.2.3 Succession Planning
When the critical skills are scarce and niche, it is essential to have succession planning for critical
positions especially for experienced and qualified staff who have gained good will and reputation of the
clients. By identifying and training the second line staff, we will be able to surpass the client’s
expectations.
Objective Initiative Measure
No of Critical Position Identified
Talent Management No of Mentors and Mentees
Succession Planning
Strategy No of Second line identified for critical positions
Career path Ratios
3.3 Competent Workforce:
3.3.1 Competency Based training
In an increasingly Service oriented world, ensuring that customer –facing staff give of their best is
crucial. A Bad service experience is relayed to more people than a good one. Hence is the need for
competent workforce. In this context, competency means Knowledge, skills and Attitude (KSA).This
trilogy is essential for great customer experience. We should emphasis on these three aspects to nurture
and build competency of our workforce. XYZ strongly believes in World class treatment and care is
possible when we have a competent workforce. Though our workforce is recruited based on its
competence in their specialized field, it is essential to handle the clients as each of their cultural,
emotional, psychological backgrounds are different and also our target group (clients) are children. It
requires lot of Patience, Empathy, Perseverance and positive attitude to deal with this group.
Objective Initiative Measure
Employee Satisfaction Scores on Training
Customer satisfaction score or Voice of
Competent
Competency Based training customers
Workforce
No of Competency identified for each position Vs.
No of Competency based Training conducted
3.3.2 Cross Functional Training:
This initiative is aimed at breaking silos between therapist and Vocational trainers and build strong
relationship encouraging team work, understanding each other’s challenges and building competencies
in Cross functional areas. Cross functional also helps therapist take up the role of vocational trainers in
the long run.
Objective Initiative Measure
Competent Competency Assessment on Cross functional
Cross Functional Training
Workforce competencies.
3.3.3 Continuous Medical Education (CME)
For an organization to be recognized for its clinical excellence, world class treatment and, it is essential
that the Staff are up to date with latest medical treatment plans and technology. To upgrade the skills of
the existing staff and also to be at par with the market standards, it’s essential to hone skills of our
employees.
Objective Initiative Measure
Competent Continuous Medical Education
No of CMEs attended
Workforce (CME)
3.3.4 Sharing Best Practices
This initiative is aimed at leveraging collective strength and learn from each other. Every quarter, path
breaking cases and treatment plans to be communicated to all for its implementation. Also every 6
months, external members to be invited to share the best practices across this industry to stay at par
with these clinical outcomes
Objective Initiative Measure
Competent No of Best Practices shared
Sharing Best Practices
Workforce No of Best Practices Implemented
3.4 Robust Environment
For any environment to be robust, it is essential that people understand the system, Job roles and
expectations should be clearly defined and employees should have clarity for execution .Goals have to
smart and quantifiable .Employees should be trained to achieve their goals. Performances have to be
evaluated at frequent intervals and feedback should be communicated as when necessary for better
results. Also employees should be rewarded, motivated and appreciated for displaying Positive attribute
at work and at the same time negative attributes to be counseled.
Employees should also be incentivized based on the revenues generated and financial impact made to
the organization. This kind of initiatives will make employees contribute more and also make them feel
part of the business.;
3.4.1 Goal Setting and Performance Evaluation
XYZ should set strategic goals for each position that are aligned towards the organization goal. Goals
should be mutually discussed, agreed and understood by the employee in the beginning of their
employment.
Performance Appraisal should evaluate relevant competencies, skills, behavioral attributes, Patient
retention and Patient development skills. This will help XYZ identify high performers who see highest
number of patients and revenue generation from the same. Performance Appraisal should also be
connected with No of Appreciation and star feedback received from Patients. 360 Degree appraisal will
considered apt in a robust environment like this. This will enable us to identify high performers and also
look at the big picture to determine actions, align actions to XYZ Goals and also increase operational
efficiency and allow equitable distribution of incentives.
XYZ should introduce and track the following performance Management Metrics
Objective Initiative Measure
Percentage of employees above and
below performance standards
Robust Goal Setting and Performance
Set Goal Vs Goal Attainment of Patients
Environment Appraisal
Appreciation received from
Patient/Patient attenders(Customers)
3.4.2 Job Transfer and International Exposure
Since XYZ has another center in UAE, it is advisable that employees are rotated on regular bases for
international exposure and new learnings. This will keep employees motivated on the learning curve.
Objective Initiative Measure
Robust Job Transfer and International
No of Job Transfers
Environment Exposure
3.4.3 Incentives and Variable Pay
Employees should be incentivized based on the contribution made to the organization. By incentivizing
the employees, we are instilling a sense of ownership, this will make them feel motivated and be part of
this organization. Their performances can also be evaluated on various grounds like number of Patients
seen and revenues generated.
Objective Initiative Measure
Robust X Percentage of revenue generated by Self
Incentives/variable Pay
Environment Y Percentage of Total revenue Generation
3.4.4 Rewards and recognition
Rewards and recognition plays a key role in bringing the best out of an employee. A highly appreciated
employee will contribute more to an organization compared to an employee who has not been
appreciated or recognized at all. Hence conducting R& R programs will motivate the employees and
bring in the best out of them for better patient care.
Objective Initiative Measure
No. of R&R programs scheduled.
Robust
Rewards and Recognition No of employees recognized
Environment Employee Happiness Index
