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| Preface | |
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| Why Is Performance Improvement the "Big New Thing"? | |
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| Background | |
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| Improving the Quality of Care | |
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| Patient Safety-A Specific Quality Goal | |
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| Reducing Cost | |
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| Quality Frameworks | |
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| When will Quality Become "Job 1"? | |
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| Discussion Questions | |
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| References | |
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| Define Phase Tools | |
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| Background | |
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| Project Charter | |
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| Voice of the Customer | |
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| CAHPS Surveys and the Voice of the Customer | |
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| National CAHPS Benchmarking Database | |
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| Other Methods of Listening to the Voice of the Customer | |
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| Kano Model | |
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| Procedure for Kano Model process | |
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| Tips and tricks | |
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| Stakeholder Analysis | |
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| Procedure for stakeholder analysis and diagram | |
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| Tips and tricks | |
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| Process Mapping | |
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| Procedure for creating a process flowchart | |
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| Tips and tricks | |
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| SIPOC Process Map | |
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| Procedure for SIPOC process map | |
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| Tips and tricks | |
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| Brainstorming, Brainwriting, and Nominal Group Technique | |
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| Procedure for brainstorming | |
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| Variants-brainwriting and nominal group technique (NGT) | |
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| Multivoting | |
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| Affinity diagrams | |
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| Critical-To-Quality (CTQ) Analysis | |
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| Procedure for creating a CTQ tree | |
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| Completion of the Define Phase | |
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| Discussion Questions | |
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| References | |
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| Measure Phase Tools | |
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| The Essence of the Measure Phase | |
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| Measure Phase Tools | |
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| Process Maps | |
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| Performance Evaluation and Review Technique (PERT) Chart | |
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| Deployment Flowchart | |
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| Prioritization Matrix | |
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| Process Cycle Efficiency (Value Added Ratio) | |
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| Time Value Analysis (TVA) | |
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| Pareto Charts | |
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| Run Charts | |
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| Control Charts | |
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| Failure Mode and Effects Criticality Analysis (FMECA) | |
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| Deliverables in the Measure Phase | |
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| Data Collection and Analysis Plan | |
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| Measurement System Analysis | |
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| Baseline Performance-Calculating Process Sigma | |
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| Finishing the Measure Phase | |
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| Further Reading | |
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| Discussion Questions | |
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| Analyze Phase Tools | |
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| The Essence of the Analyze Phase | |
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| Elements of the Analyze Phase | |
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| Root Cause Analysis (RCA) | |
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| Cause and Effect (C & E) Diagram | |
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| Statistical Methods of Establishing Relationships | |
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| Pearson Correlation Coefficient | |
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| Hypothesis Testing | |
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| Confidence Interval | |
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| Analysis of Variance (ANOVA) | |
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| Regression Analysis | |
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| Brainstorming in the Analyze Phase | |
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| Deliverables of the Analyze Phase | |
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| Discussion Questions | |
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| References | |
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| Improve Phase Tools | |
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| The Essence of the Improve Phase | |
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| Elements of the Improve Phase | |
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| Framework for the Improve Phase | |
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| Traditional Improvement Tools | |
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| Change Management | |
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| Project Plan | |
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| Failure Mode and Effects Analysis (FMEA) | |
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| Kaizen | |
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| 6S | |
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| Prioritization Matrix | |
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| Deployment Flowchart | |
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| Pilot Testing | |
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| Six Sigma Tools | |
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| Completing the Improve Phase | |
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| Discussion Questions | |
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| References | |
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| Control Phase Tools | |
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| The Essence of the Control Phase | |
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| Elements of the Control Phase | |
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| Framework for the Control Phase | |
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| Control Phase Tools | |
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| Flowcharts | |
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| Standardization and Institutionalization of Process Changes | |
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| Training Plans and Programs | |
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| Monitoring Plans | |
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| Poka Yoke | |
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| Audit Plans | |
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| Control Charts | |
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| Process Sigma Level | |
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| Control Phase Deliverables | |
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| Discussion Questions | |
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| Other Resources | |
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| Risk Adjustment | |
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| References | |
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| LSS Case Studies in Health Care | |
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| Miami Baptist Hospital | |
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| Pocono Medical Center (PMC), East Stroudsburg, PA | |
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| Nebraska Medical Center Peggy D. Cowdery Patient Care Center | |
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| Radia, Inc | |
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| Providence St. Joseph Medical Center (PSJMC), Burbank, CA | |
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| North Shore-Long Island Jewish Health System, New York City | |
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| Discussion Questions | |
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| References | |
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| DMAIC in an Era of Reform | |
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| Trends in Healthcare Reform | |
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| New Financial and Quality Realities | |
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| Financial Models | |
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| Quality Reporting and Improvement | |
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| Health Information Technology (HIT) | |
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| Role of DMAIC as a Quality Improvement Strategy | |
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| Discussion Questions | |
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| References | |
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| Appendix: Quality Measures for Accountable Care Organizations | |
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| Glossary: DMAIC Terms and Definitions | |
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| Index | |