GREEN
Group YELLOW
Team RED
Click to
Go To Initiative Owner Status
Original Date
or Ongoing
Revised Date
(if required) Comment 1 Develop Service Promise Plans for
Targeted and Priority Customers BRM GREEN 11/1/2003
2 Establish Preferred Provider Contracts with
all Targeted Customers BRM GREEN 11/1/2003 3 Achieve Transport Targets for each area BRM GREEN 11/1/2003
4 Implement Customer Service Initiatives BRM GREEN 11/1/2003
5 Develop Target Facility Account Plans BRM GREEN 11/1/2003
2004 Operational Plan Initiative Summary
Southern Pacific Business Retention Team Business Retention Managers
All actions on-track for successful completion Problems exist that may cause slip or minor miss of target
Significant problems exist, substantial slip likely or overall target in jeopardy
GREEN YELLOW
RED
ID Date
Opened Key Action to Achieve Initiative Owner Status
Revised End Date
(if required)
Comment
11/18/2003 Identify Business Retention Plan
for all Territories
BRM/Director/Ops GREEN completed
11/18/2003 Identify Targeted Customers BRM/Director/Ops GREEN ongoing Business Retention Manager to identify the targeted accounts that will initially be contacted and negotiated. This list will change only after agreements are in place. Each area will determine the number of simultaneous negotiations are taking place. Names of clients placed here during negotiations process 11/18/2003 Current Internal Assessment of
Services:
BRM/Comm/PBS GREEN Include data on existing contract, level of service ICU, CCU, ALS, BLS etc, network provider structure, time on task, payor mix, utilization data, scheduling patterns, issues with Customer (PCS compliance), receivables
11/18/2003 Evaluate Data with Internal Org BRM/Comm/PBS/OPS GREEN
11/18/2003 Determine Customers to implement BRM/OPS/PBS/Comm
11/18/2003 Customer Needs Analysis BRM GREEN Gather Customer Needs, Validate Internal Data 11/18/2003 Develop Survey for client needs
analysis
BRM GREEN Diana has developed
11/18/2003 Develop Metrics and Reporting for customers
Comm Center/BDM GREEN
11/18/2003 Collect Survey Data BRM/Marketing Rep GREEN BRM assigns
11/18/2003 Validate Data with Senior Management
BRM/Customer GREEN
11/18/2003 Sign Service Promise Plans BRM GREEN VPO and Director Sign
11/18/2003 Implement Pilot Program to ensure process implementation
BRM/OPS/PBS/Comm GREEN Pilot with customer to ensure both internal and external processes support promise plan. SPP may be revised based upon tweaks 11/18/2003 Implement Service Promise Plan BRM/OPS
11/18/2003 In-Service Review BRM/Ops/Customer Users/AMR Internal 11/18/2003 Conduct Service Review with
Customer
BRM/OPS Manager/Marketing Rep GREEN ongoing Review Scorecards with customer. Timing is defined with customer
11/18/2003 Daily Compliance Review BRM/OPS/PBS/Comm GREEN ongoing
Click Here to GoTo Summary
On-target for completion on original (or approved revised) due date Possible slippage or missed target - revised due date proposed Significant slippage or missed target likely
Southern Pacific Business Retention Team
Develop Service Promise Plans for Targeted and Priority Customers
2004 Operational Plan Initiative Actions
Group: Initiative:
ATTACHMENT C: Sample Service Clinical Indicators
GREEN YELLOW
RED
ID Date
Opened Key Action to Achieve Initiative Owner Status
Original End Date or Ongoing Revised End Date (if required) Comment
11/18/2003 Identify Customers to develop
contract vehicle
BRM YELLOW Acute, SNF, Managed Care customers, Mix, to determine which accounts to contract 11/18/2003 Determine Payor Mix BRM/PBS GREEN
11/18/2003 Determine AT-Risk BRM/PBS YELLOW
11/18/2003 Determine control of Transports BRM GREEN
11/18/2003 Financial Pro-Forma developed BRM/Finance/Ops GREEN
11/18/2003 Develop Business Plan BRM/Dir Ops/Fin Resources identified and customer needs 11/18/2003 Review and Approve Business
Plan
VPO, VPAD,VP FIN,CEO, VPPBS
11/18/2003 Develop Contract Template BRM/Fin/Adm/Ops GREEN Legal Requirements determined based upon internal and external needs
11/18/2003 Develop Services and Pricing Exhibit BRM/OPS/Fin GREEN
11/18/2003 Internal In-Service BRM GREEN
11/18/2003 Contract Negotiated with client BRM GREEN
11/18/2003 Changes communicated to AMR BRM/VP adm GREEN
11/18/2003 Contract Signed BRM/Customer GREEN
11/18/2003 Conduct External In-Service BRM GREEN
11/18/2003 Contract Implemented Contract ADM GREEN
Significant slippage or missed target likely
2004 Operational Plan Initiative Actions
Group: Southern Pacific Business Retention Team On-target for completion on original (or approved revised) due date
Click Here to GoTo Summary
Initiative: Establish Preferred Provider Contracts with all Targeted Owner: Business Retention Managers
Possible slippage or missed target - revised due date proposed
GREEN YELLOW
RED
ID Date
Opened Key Action to Achieve Initiative Owner Status
Original End Date or Ongoing Revised End Date (if required) Comment 11/18/2003
Develop Transport Targets for
each facility BRM/OPS GREEN Ongoing 11/18/2003 Assess current trending BRM GREEN Ongoing 11/18/2003
Utilize formula to set Available
Transports BRM GREEN Ongoing
11/18/2003 Internal Buyoff BRM/OPS
11/18/2003 Inservice Internal resources BRM GREEN Ongoing 11/18/2003 Develop Metrics BRM GREEN Ongoing
11/18/2003 Account Plan Implementation BRM GREEN Ongoing See Initiative 5
GREEN Ongoing
GREEN Ongoing
Significant slippage or missed target likely
2004 Operational Plan Initiative Actions
Group: Southern Pacific Business Retention Team On-target for completion on original (or approved revised) due date
Click Here to GoTo Summary
Initiative: Achieve Transport Targets for each area Owner: Business Retention Managers
Possible slippage or missed target - revised due date proposed
GREEN YELLOW
RED
ID Date
Opened Key Action to Achieve Initiative Owner Status
Original End Date or Ongoing Revised End Date (if required) Comment 11/18/2003
Customer Satisfaction Survey
Developed Diana GREEN 11/1/2003
11/18/2003 Determine Sales Force Utilization Diana GREEN 25-Nov 11/18/2003 Develop Metrics GREEN Ongoing 11/18/2003 Review Results GREEN Ongoing 11/18/2003 Corective Action Plan Development Division Specific GREEN Ongoing 11/18/2003 Establish OGL by Division Division Specific GREEN
GREEN
11/18/2003 Training CES/BRM GREEN Ongoing 11/18/2003 Employee Orientation GREEN
11/18/2003 Mandatory Meeting Training GREEN
Significant slippage or missed target likely
2004 Operational Plan Initiative Actions
Group: Southern Pacific Business Retention Team On-target for completion on original (or approved revised) due date
Click Here to GoTo Summary
Initiative: Implement Customer Service Initiatives Owner: Business Retention Managers
ATTACHMENT C: Sample Service Clinical Indicators
GREEN YELLOW
RED
ID Date
Opened Key Action to Achieve Initiative Owner Status
Original End Date or Ongoing Revised End Date (if required) Comment
11/18/2003 Develop Transport Data by
Customer BRM/PBS GREEN
11/18/2003 Develop Service Mix GREEN
11/18/2003 Determine Census information BR GREEN This information will help drive type and payor mix
11/18/2003 Develop baseline BR GREEN Current Transport volume
11/18/2003 Validate Data with Customer BRM GREEN
11/18/2003 Assess Transport GAP BRM GREEN Business Gap is determined 11/18/2003 Assess Customer needs to grow
business BRM/MR GREEN
Meet with the customer to determine how we become preferred provider
11/18/2003 Assess and Develop Value
Proposition BRM GREEN Political, financial etc benefit
11/18/2003 Assess Organizational Alignment
with AMR BRM GREEN
11/18/2003 Build Account Plan/Strategy BRM/OPS GREEN
11/18/2003
Review with Internal resources BRM GREEN
Get local buyin with all internal resources to implement
11/18/2003 Education Initiatives BRM/MR GREEN
11/18/2003 Inservice to present capabilities GREEN GREEN
11/18/2003 Develop Service Recovery
Initiatives BRM/OPS/Fin/ GREEN Define if applicable
GREEN
11/18/2003 Positioning Initiatives BRM GREEN
11/18/2003 Define Positioning strategy GREEN
Possible slippage or missed target - revised due date proposed Significant slippage or missed target likely
2004 Operational Plan Initiative Actions
Group: Southern Pacific Business Retention Team On-target for completion on original (or approved revised) due date
Click Here to GoTo Summary
Initiative: Develop Target Facility Account Plans Owner: Business Retention Managers