1. QUALITY ASSURANCE PROJECT Improvement Coach The purpose of this session is to introduce participants to the role of the improvement coach and prepare for subsequent knowledge and skill building sessions. 1

2. QUALITY ASSURANCE PROJECT At the end of this module participants will be able to:  Describe the roles and responsibilities of a improvement coach  Describe the relationship of the coach with the team leader  Identify changes that occur over time Objectives 2

3. QUALITY ASSURANCE PROJECT Content  Roles of a Improvement Coach  Coaching Knowledge and Skills  The Relationship Between the Coach and Team Leader  Changes That Occur Over Time 3

4. QUALITY ASSURANCE PROJECT Roles of the Coach Facilitator Trainer Improvement Consultant 4

5. QUALITY ASSURANCE PROJECT Improvement Coach Helps the team leader plan, conduct, and evaluate meetings Delivers just-in-time training on improvement and team building topics. 5

6. QUALITY ASSURANCE PROJECT Improvement Coach Observes team processes and gives both supportive and constructive feedback Facilitates interpersonal and group interactions 6

7. QUALITY ASSURANCE PROJECT Coaching Goal The leader and the team will become self sufficient in the use of appropriate tools and procedures 7

8. QUALITY ASSURANCE PROJECT External Coach Advantages Neutral New perspectives Focused on process Disadvantages Perceived as outsider Travel and time constraints 8

9. QUALITY ASSURANCE PROJECT Internal Coach Advantages Knowledge of the organization Trust Accountability Disadvantages Less objective More difficult to be neutral or perceived as neutral 9

10. QUALITY ASSURANCE PROJECT Communication Skills Active listening Giving supportive and constructive feedback Effective questioning 10

11. QUALITY ASSURANCE PROJECT Facilitation Skills Observe group process Intervene appropriately –stages of team development –effective meetings –decision making 11

12. QUALITY ASSURANCE PROJECT Facilitation Skills Intervene appropriately –conflict identification, management, and resolution –change management –creativity –communication with the organization 12

13. QUALITY ASSURANCE PROJECT Training Skills Competency-based, just-in-time training Positive team training climate Interactive training methods 13

14. QUALITY ASSURANCE PROJECT Improvement Knowledge Dimensions and perspectives of quality Quality assurance process Improvement tools and techniques 14

15. QUALITY ASSURANCE PROJECT Agreement Between the Coach and Team Leader Roles and responsibilities Team objectives Rules of confidentiality Appropriate coaching interventions Problem solving 15

16. QUALITY ASSURANCE PROJECT Coach’s Responsibilities Promote and model improvement principles Provide guidance and feedback Provide training Remain objective Support the team leader Allow team to make decisions 16

17. QUALITY ASSURANCE PROJECT Team Leader’s Responsibilities Set meeting agendas and run meetings Administrative duties to support team Assign roles of time keeper and recorder Manage team dynamics, problem solving, and content Encourage and support change 17

18. QUALITY ASSURANCE PROJECT Shared Responsibilities Set climate of cooperation and openness Promote chosen improvement process or activity Encourage all team members to participate 18

19. QUALITY ASSURANCE PROJECT Shared Responsibilities Keep team on task Raise important issues Enforce ground rules Promote consensus decision making Maintain confidentiality 19

20. QUALITY ASSURANCE PROJECT Changes over Time Directive Style Coach and leader make decisions Team leader is visible Individual team member accomplishment and development is praised Facilitative Style Team makes decisions Team members represent the team as needed Team performs self- evaluation 20