leadership: leveraging mission & relationships to save lives

Sue Dunn, President & Chief Executive Officer

Donor AllianceDenver, Colorado

Leadership: Leveraging Mission & Relationships to Save Lives

These are the

days of miracle

and wonder.

Paul Simon

ORGAN &

TISSUE DONORS

TRANSPLANT

WAITLIST

ORGAN &

TISSUE DONORS

TRANSPLANT

WAITLIST

COLORADO

Donation Service Area

WYOMING

25 Donor

Hospitals

87 Donor

Hospitals

Key Customers

4 Transplant Centers

2 Tissue Processors

MISSION VISION

Donor Alliance saves

lives through organ

and tissue donation

and transplantation.

Maximizing all

donation

opportunities

Integrity

Leadership

Excellence

Accountability

People First

CO

RE

VA

LUES

CUSTOMERS,

STAKEHOLDERS

& PARTNERS

WORKFORCEMISSION,

VISION &

CORE

VALUES

SET DIRECTION

DEVELOP STRATEGIES

ALIGN PEOPLE,

PROCESSES, TOOLS &

TECHNOLOGYDEPLOY THE PLAN

EVALUATE &

IMPROVE

Role Models &

Builds Commitment

Communicates

& Engages

Determines

Accountabilities

& Collaborates

Coaches, Motivates,

Rewards & Recognizes

to Deliver Results

Inspires &

Raises the Bar

Leadership System

CUSTOMERS,

STAKEHOLDERS

& PARTNERS

WORKFORCEMISSION,

VISION &

CORE

VALUES

SET DIRECTION

DEVELOP STRATEGIES

ALIGN PEOPLE,

PROCESSES, TOOLS &

TECHNOLOGYDEPLOY THE PLAN

EVALUATE &

IMPROVE

Role Models &

Builds Commitment

Communicates

& Engages

Determines

Accountabilities

& Collaborates

Coaches, Motivates,

Rewards & Recognizes

to Deliver Results

Inspires &

Raises the Bar

Leadership System

CUSTOMERS,

STAKEHOLDERS

& PARTNERS

WORKFORCEMISSION,

VISION &

CORE

VALUES

SET DIRECTION

DEVELOP STRATEGIES

ALIGN PEOPLE,

PROCESSES, TOOLS &

TECHNOLOGYDEPLOY THE PLAN

EVALUATE &

IMPROVE

Role Models &

Builds Commitment

Communicates

& Engages

Determines

Accountabilities

& Collaborates

Coaches, Motivates,

Rewards & Recognizes

to Deliver Results

Inspires &

Raises the Bar

Leadership System

114,000

1,500,000

CUSTOMERS,

STAKEHOLDERS

& PARTNERS

WORKFORCEMISSION,

VISION &

CORE

VALUES

SET DIRECTION

DEVELOP STRATEGIES

ALIGN PEOPLE,

PROCESSES, TOOLS &

TECHNOLOGYDEPLOY THE PLAN

EVALUATE &

IMPROVE

Role Models &

Builds Commitment

Communicates

& Engages

Determines

Accountabilities

& Collaborates

Coaches, Motivates,

Rewards & Recognizes

to Deliver Results

Inspires &

Raises the Bar

Leadership System

• Commit to excellence

• Measure the important things

• Build a culture around service

• Develop leaders to develop people

• Focus on employee engagement

• Be accountable

• Align behaviors with goals and values

• Communicate at all levels

• Recognize and reward success

The Nine Studer Principles

Communication & Engagement

Listening Mechanisms

Personal Communication

Communication

PartnersCustomers StakeholdersWorkforce

Employee Engagement

79.9%2015

84.8%2016

87.7%2017

90%2018

Creating an Environment for Success

Organizational Learning

Developing Leaders

Focus on Action

Customer Satisfaction

86%

100% 100%

75%

80%

85%

90%

95%

100%

Tissue Processor

% F

av

ora

ble

96%

98%

100%

94%

95%

96%

97%

98%

99%

100%

Transplant Center

% F

av

ora

ble

2012 2016 2018 2015 2016 2017

Creating an Environment for Success

95%Favorability

Trust in Senior Leaders

4.9/5Board Engagement

Highest Donor Designation Rates in

the Country

63% WY

69% CO

Integrated Governance & Public Trust

Ethical & Legal Behavior

Transparency in Operations

Board Engagement

• Grow the Baldrige expertise in your organization

• Nail down your Customers, listening methodology & integration

• Link your mission and employee engagement

• Engage your governance structure

• Always remember why you started…and keep going

Insights and Lessons Learned

Connect to Mission

Connect to Mission

August 19, 2019

Ending Deaths on the Transplant Waiting List

RMPEx Peak

Award

Best Practice Recognition

Categories 4 & 6

Baldrige

Award

RMPEx Journey 2011 - 2015 Baldrige Journey 2016 - 2018

178161

148

110

79

7414 73136826

63625716

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2000

4000

6000

8000

0

50

100

150

200

250

2014 2015 2016 2017 2018

Na

tio

na

l Im

pa

ct

Do

no

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e Im

pa

ct

Donor Alliance National

• What does the Leadership System at your organization look like?

• What challenges have you come across?

• What are you going to take back with you?

Questions for the Day…and Back Home