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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 | |