AMERICAN SOCIETY FOR QUALITY

QUALITY 101

Michael Hagan, D.O., MHSA, CMQ

Director of Quality Improvement

Gift of Life Michigan1

MODULE 6

QUALITY

DEPLOYMENT

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© 2001 ASQAll rights reserved.ASQ IL2-3

Module 6: Quality Deployment

Culture Strategy

PlanFunction

Quality Elements

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A. QUALITY CULTURE

• Leadership• Quality Management• Organizational learning• Code of Ethics• Employee empowerment

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© 2001 ASQAll rights reserved.ASQ IL2-5

Quality Culture Exhibits . . .

Leadership. Quality

management. Organizational

learning. Code of ethics. Employee

empowerment.

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LEADERSHIP

• Must have total buy-in• Personal commitment• Model for support of quality• Active involvement

• See Model QI Plan

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QUALITY MANAGEMENT

• Reduce barriers to change• Traditional thinking• Fire fighting• Impeded communication• Impeded learning• Lack of pride

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ORGANIZATIONAL LEARNING

• Time beyond one person• Vertical sharing• Horizontal sharing• External sharing• Geographic sharing

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CODE OF ETHICS

• Fundamentals: honesty, safety• Public: honest, public welfare• Employers: faithful agent• Clients: confidentiality, adverse• Peers: fair, proper credit

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EMP EMPOWERMENT

• Authority to decide• Authority to act• Within stated bounds• Without prior approval

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EMPOWERMENT BENEFITS

• Improved customer satisfaction• Efficient cost savings• Good attitudes• Good behaviors

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EMPOWERMENT BARRIERS

• Lack of clear commitment• Structural barriers• Failure to define empowerment• Lack of appropriate incentives• Lack of implementation plan• Inability to change

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• We can’t control the wind

• But we can set the sails

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B. QUALITY STRATEGY

• Vision statement• Mission statement• Goals• Objectives

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© 2001 ASQAll rights reserved.ASQ IL2-21

Quality Strategy

V isio n

V ision d ic ta tes m ission .

M ission d ic ta tes goa ls.

G oa ls d ic ta te ob jec tives.

S oc ie ty su p p orts or re jec tsv ision .

M ission su p p orts v ision .

G oa ls su p p ort m ission an dv ision .

O b jectives su p p ort goa ls,m ission , an d v ision .

M issio n

G o a ls

O b jec tiv es

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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

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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

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Mission Statement

• Who are we?• Includes the organization• Includes its customers• MYOPO: Waiting recipients

Transplant hospitals

Donor hospitals

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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

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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

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OBJECTIVES

• How do we get there?• Quantitative statements• Future expectations• Deadline for completion

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C. QUALITY PLAN

• Document of• Specific quality practices• Resources and activities• For a particular product• Service or Contract

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QUALITY PLAN

• Detailed instructions• To meet goals and objectives• Usually management develops it• Provides for resources• All employees execute it

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QUALITY PLAN

Please see the

MYOPO QI plan

On Quality Council Sharepoint site

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© 2001 ASQAll rights reserved.ASQ IL2-31

Sample Planning MethodologyFeigenbaum: Asks questions related to quality. Classifies quality characteristics. Provides plan information to the

organization. Communicates quality values to

customers. Measures customer satisfaction.

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FEIGENBAUM

• Who• What• When • Where • How

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• Quality characteristics:

critical, major, minor , incidental• Info: reports, procedures, audit• Communicate quality to customer• Get customer feedback

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QUALITY ASSESSMENT

• Self evaluation• Organizational assessment• Customer survey• Benchmarking

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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

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QUALITY DEPARTMENTS

• Quality improvement• Quality assurance• Document control• Product safety • Team consulting• Training and education

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CHANGE

IS INEVITABLETHOSE WHO

CANNOTMANAGE

CHANGE

WILL

VANISH

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DEMING

QUALITY IS

REDUCING

VARIATION

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