170 ◾ Deborah D. Flint and Phil Troy
in steady state, that is, that the characteristics of the process be unchanging in time, which is pretty
unlikely to occur given that clinic processes start and stop each day. Second, developing a queuing
model for processes with multiple steps that each require a dierent distribution of time, can be a
very complex undertaking. And third, even if that undertaking is successful, the likelihood that
management will have diculty understanding the resulting complex mathematical model sug-
gests that they will be less likely to accept the result of the analysis made with the model.
Presentation
As there is a considerable amount of published literature dedicated to presenting data and analysis
by experts such as Edward Tuftee, Stephen Few, and Ed McMan to name a few, we present our
favorite and most eective approaches.
Make Sure You Are an Expert in the Subject Matter
A good rule of thumb is that the ratio of what you present, relative to your understanding of the
material you present, should be approximately one to ten. at way, when asked questions, you
will be very likely to have the depth of knowledge to condently answer them. But should you be
asked a question for which you do not know the answer, indicate that you don’t know the answer,
and that you can pursue it after the presentation.
◾ Customize the presentation to your audience: e interests and level of knowledge of
your audience should drive the level of detail of the presentation. For example, if your
audience consists mostly of top management, or of individuals less familiar with the prob-
lem and approaches to be discussed, you should use less detail and provide the key points
or takeaways.
◾ Provide a one-page executive summary: Often, a one-page executive summary is the only
page of a formal report that most of your audience will read. us, the executive summary
provides your best opportunity to highlight your key ndings, conclusions, and recommen-
dations. Be succinct and clear as to exactly what you want your audience to take away from
your work. If you are presenting using slides, the executive summary can be more in the
form of an outline with key points and ndings listed as bulleted items.
◾ For written reports, include appendices with more detailed information: Even when the
audience for the report consists of top management or of individuals less familiar with the
problem or approach, they may wish to access and check the details of your work at their
convenience. ese appendices can include detailed tables, or graphs of trends, or cumula-
tive results over time.
◾ Present data and information in a clear and easy-to-understand manner: In particular,
always provide titles for charts, tables, and gures. Label horizontal and vertical axes of
graphs and charts, provide column headers in tables, and identify the source of the data/
information and the time period in which it was obtained. Also, after explaining the chart,
table, or gure, point out the lesson to be learned from it or the key takeaway.
◾ Presenting data in person: If you have been requested to present the information to a
group in person, nd out where the presentation will take place and ensure that there will be
computers and projectors that you can use to present slides. Without a projector, it is much
harder for people to follow what you are presenting or explaining. However, there may be
some instances where a projector or computer monitor may not be available. An example
Data Collection, Analysis, and Presentation ◾ 171
may be where you are asked to come present information at a sta meeting and the sta are
not able to leave the unit and do not have access to a conference room on the unit. In this
type of situation, it can be helpful to provide handouts of key discussion points, charts, and
graphs for the sta to refer to while you present.
◾ Presenting data via web without video: is is perhaps the trickiest mode of present-
ing data since you cannot view your audience for body language cues. With remote access
capabilities, presenting via GoToMeeting or other webinar formats is becoming increasingly
common as it helps reduce travel expenses. If you are asked to present in this format, besides
keeping all of the techniques provided in this section in mind, make sure you also tune in
to verbal cues such as sighing, or tones of voice that may indicate uncertainty or questions,
frustration, or appreciation for the presentation.
Presenting Data with Slides
When presenting data with slides, keep the following in mind:
◾ Keep verbiage on slides to a minimum.
◾ Do not read slides verbatim, but instead use high-level bullets to stay on topic and as mem-
ory triggers for details you’d like to present.
◾ Use easy-to-read font types, large font size, and colors that provide good contrast between
words and background so it is easy for all to see no matter where they are sitting.
◾ Keep background graphics at a minimum. Do not use elaborate backgrounds that detract
from the information you are trying to convey.
◾ Determine how much time you have for your presentation and tailor your presentation
accordingly. ere will be a big dierence between presenting a high-level 10-minute presen-
tation at a board of directors meeting, versus giving a 45-minute presentation at a manager’s
sta meeting.
◾ Practice, preferably with both a colleague and a voice recorder. Besides getting feedback
from your colleague on where to strengthen your presentation, listening to your recording
will help you see where you get stuck or where your wording is clumsy. You can then use
this information to determine where you need to edit your presentation or practice it more.
◾ Try to anticipate questions your audience may have. ink through some of the questions
that you would have if you were hearing this presentation for the rst time and then be
prepared to answer them.
◾ Dress professionally. Dress for the environment in which you will be presenting (business
attire versus business casual), but never dress down for your audience.
While an entire book could be dedicated to the topic of data collection, analysis, and presenta-
tion, it is our hope that the information that has been provided in this chapter will help you and
your colleagues improve healthcare delivery.
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