The Journey of Performance Services


Performance Services started as a 3 person team created to support labor and productivity management for Duke University Hospital. Since then it has grown to a team of >100 engineers and clinical experts that provide a variety of operational support for the entire Duke University Health System. Check out some of the highlights of our journey below! 

  • 1993

    Department founded to work on labor and productivity management and support Duke University Hospital

  • 1996

    Private Diagnostic Clinic (Physician Practice) invests in Performance Services (PS) resources

  • 1998

    Clinic Activity Reports developed which introduced report development / automation capabilities

  • 2001

    PS expands ad hoc reporting skills after development of Decision Support Repository (DSR) data warehouse

  • 2002

    PS begins Balanced Scorecard journey by publishing Clinical Service Unit scorecards

  • 2005

    Six Sigma Program launched and first wave of Black Belts trained

  • 2006

    PS Consolidates with DUH Clinical Quality efforts.  Supporting quality programs at DUH sets the foundation for future opportunities/growth across health system

  • 2012

    PS creates a Care Redesign team focused on tackling large-scale improvement projects

  • 2013

    Duke Health goes live with electronic health record (Maestro Care) at Duke University Hospital

  • 2014

    PS begins using Tableau for data visualization and reporting

  • 2018

    Health System wide efforts begin to implement Lean management concepts and a ‘Commit to Zero’ harm

  • 2020

    PS creates numerous COVID-19 tools to support operational planning and decision making due to the global pandemic.