Continuous Quality Improvement (CQI)

What is Continuous Quality Improvement? emphasizes organization and systems emphasizes organization and systems focuses on "process" not individual focuses on "process" not individual most things can be improved most things can be improved "if it ain’t broke, don’t fix it." "if it ain’t broke, don’t fix it." scientific method) scientific method)

Core Concepts of CQI Meeting or exceeding customer expectations Meeting or exceeding customer expectations Problems are in processes, not people. Problems are in processes, not people. –not blame –Process improvement Reduce or eliminate unwanted variation in processes Reduce or eliminate unwanted variation in processes Small, incremental changes using scientific method Small, incremental changes using scientific method The way everyday work is done. The way everyday work is done.

Core Steps in Continuous Improvement A team with knowledge of system. A team with knowledge of system. Define goal. Define goal. Understand the needs of people served by system. Understand the needs of people served by system. Identify measures of success. Identify measures of success. Brainstorm strategies for improvement. Brainstorm strategies for improvement. Use data for decision making. Use data for decision making. Apply the scientific method Apply the scientific method

FOCUS on one issue F ind a process to improve F ind a process to improve O rganize to improve a process O rganize to improve a process C larify what is known C larify what is known U nderstand variation U nderstand variation S elect a process improvement S elect a process improvement

PDCA Plan Plan Do Do Check Check Act Act

PDCA Plan Plan –Create timeline for resources, activities, training –Develop data collection plan for measuring outcomes Do Do –Implement changes –collect data

PDCA Check –analyze results –evaluate reasons for variation. Act Act –Act on data/evaluation –Decide next steps Successful changes become SOP Successful changes become SOP analyze unsuccessful changes analyze unsuccessful changes –design new solutions –repeat the PDCA cycle.

Activity In small groups answer these questions about your school / college –What needs improvement? –Who is affected? –What would the improvement look like? –How can we meet the goal? –How would you try the ideas? What is the plan? –How will you judge success?

Ideas for topics Registration Registration Orientation activities Orientation activities Parking Parking Purchasing/Selling texts Purchasing/Selling texts Climate control in classrooms Climate control in classrooms Internet Access Internet Access

Group Presentations Team1 Team1 Team2 Team2 …

Review