1. AMERICAN SOCIETY FOR QUALITY QUALITY 101 Michael Hagan, D.O., MHSA, CMQ Director of Quality Improvement Gift of Life Michigan 1

2. MODULE 6 QUALITY DEPLOYMENT 2

3. © 2001 ASQ All rights reserved. ASQ IL2-3 Module 6: Quality Deployment CultureStrategy PlanFunction Quality Elements 3

4. A. QUALITY CULTURE Leadership Quality Management Organizational learning Code of Ethics Employee empowerment 4

5. © 2001 ASQ All rights reserved. ASQ IL2-5 Quality Culture Exhibits... u Leadership. u Quality management. u Organizational learning. u Code of ethics. u Employee empowerment. 5

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7. LEADERSHIP Must have total buy-in Personal commitment Model for support of quality Active involvement See Model QI Plan 7

8. QUALITY MANAGEMENT Reduce barriers to change Traditional thinking Fire fighting Impeded communication Impeded learning Lack of pride 8

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12. ORGANIZATIONAL LEARNING Time beyond one person Vertical sharing Horizontal sharing External sharing Geographic sharing 12

13. CODE OF ETHICS Fundamentals: honesty, safety Public: honest, public welfare Employers: faithful agent Clients: confidentiality, adverse Peers: fair, proper credit 13

14. EMP EMPOWERMENT Authority to decide Authority to act Within stated bounds Without prior approval 14

15. EMPOWERMENT BENEFITS Improved customer satisfaction Efficient cost savings Good attitudes Good behaviors 15

16. EMPOWERMENT BARRIERS Lack of clear commitment Structural barriers Failure to define empowerment Lack of appropriate incentives Lack of implementation plan Inability to change 16

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19. We can’t control the wind But we can set the sails 19

20. B. QUALITY STRATEGY Vision statement Mission statement Goals Objectives 20

21. © 2001 ASQ All rights reserved. ASQ IL2-21 Quality Strategy 21

22. VISION STATEMENT Where do we want to go? What do we want to be? Vision is a dream Dream is possible Short, goal directed See Model QI Plan 22

23. VISION To be the most effective and efficient service recovery agency for deceased anatomical gifts, with a strong link to all Michigan hospitals and transplant programs 23

24. Mission Statement Who are we? Includes the organization Includes its customers MYOPO: Waiting recipients Transplant hospitals Donor hospitals 24

25. MISSION To improve the quality of life for Michigan citizens through superior transplant services, and to increase public and professional understanding and participation in organ donation and transplantation 25

26. GOALS How do we get there? The means to begin to close the gap between the mission and the vision Describes the endpoint But not the specific plan 26

27. OBJECTIVES How do we get there? Quantitative statements Future expectations Deadline for completion 27

28. C. QUALITY PLAN Document of Specific quality practices Resources and activities For a particular product Service or Contract 28

29. QUALITY PLAN Detailed instructions To meet goals and objectives Usually management develops it Provides for resources All employees execute it 29

30. QUALITY PLAN Please see the MYOPO QI plan On Quality Council Sharepoint site 30

31. © 2001 ASQ All rights reserved. ASQ IL2-31 Sample Planning Methodology Feigenbaum: u Asks questions related to quality. u Classifies quality characteristics. u Provides plan information to the organization. u Communicates quality values to customers. u Measures customer satisfaction. 31

32. FEIGENBAUM Who What When Where How 32

33. Quality characteristics: critical, major, minor, incidental Info: reports, procedures, audit Communicate quality to customer Get customer feedback 33

34. QUALITY ASSESSMENT Self evaluation Organizational assessment Customer survey Benchmarking 34

35. D. QUALITY FUNCTION Entire collection of activities through which an organization achieves fitness for use, no matter where these activities are performed Systems focused environment 35

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37. QUALITY DEPARTMENTS Quality improvement Quality assurance Document control Product safety Team consulting Training and education 37

38. CHANGE IS INEVITABLE THOSE WHO CANNOT MANAGE CHANGE WILL VANISH 38

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42. DEMING QUALITY IS REDUCING VARIATION 42