1 Course on Quality Change Cycles Farrokh Alemi, Ph.D

2 10 Steps to Improvement

3 Steps Taken by QI Unit 4. Identify Problems (review) Gather data Benchmark against peer State problems Assign teams Tip No solutions. No blame. Describe customer’s experience. + & - perspectives

4 Steps Taken by QI Unit 5. Select Team Process owners External experts Interdisciplinary Timekeeper, agenda, evaluation Question? How do you create a champion?

5 Steps Taken by Teams 6. Describe Process Why –To document –To understand –To delay solutions How (what is not what should be) –Chart alone (walk through. Add periodic events) –Combine –Revise Tip Use common notation. Use stick on paper.

6 Steps Taken by Teams 6. Describe Process (continued) Alternative to flow charting –Make list of periodic events Identify events that occur often, even those that do not occur at fixed periods Assess the frequency of occurrence Link periodic events to process outcomes

7 Steps Taken by Teams 7. Select Solutions Brainstorm solutions –silent generation –Round robin collection Discuss criteria Select solutions –Rate. Discuss, rate again. Imagine! “What else is bothering you?” Postpone evaluation

8 Steps Taken by Teams 8. Evaluate Success Why? –Experience could mislead –Show and tell Data over time Use process control tools How do you know if change is an improvement?

9 9. Tell a Story To influence rest of organization Divide in sections Distribute publicly Unfolding stories are best Continue with sequels Get feedback actively Use technology

Spread the Improvement Work on barriers to adoption. Self interest is not enough.

11 Take Home Lesson So Far Successful change requires numerous tries Cycles of change require data Change is easier when you tell the story behind it