Leadership for

Quality Improvement

Based on

1. “The Improvement Guide” Langley, Nolan,Nolan, Norman, Provost. 1996

2. Bisagnano, Maureen, Best Practices in Quality Leadership, The Quality Letter, July-August 1995

3. Scholtes, Peter. “The Leader’s Handbook”. McGraw-Hill, N.Y., N.Y., 1998

The Characteristic of an Effective Leader…

• Inspiring• Has a vision• Integrity & diplomacy• Motivational • Communication &

listening skills• Coaching skills• Decisive

Additional Leadership Competenciesfor

Organization Improvement….

• Ability to apply the principles of Demming’s “System of Profound Knowledge”

» “systems thinking”» variability in work processes» Theory of knowledge

• Create an urgency to change • Ability to build organization structure, culture, and

techniques for sustained quality improvement

2a

Quality Leadership TriangleBased on: Maureen Bisagnano, The Institute for Healthcare Improvement

Strategy

Culture Technique

Quality

Leadership

Triangle

•Collect/monitor surveillance data

•Dedicate adequate funds

•Communicate and implement strategy

Quality Leadership TriangleBased on: Maureen Bisagnano, The Institute for Healthcare Improvement

Strategy

Culture Technique

Quality

Leadership

Triangle

•Lead by example•Teamwork•Customer driven•Clear work plans and goals

Quality Leadership TriangleBased on: Maureen Bisagnano, The Institute for Healthcare Improvement

Strategy

Culture Technique

Quality

Leadership

Triangle

•Train staff on QI tools and methods

•Develop QI structure

3c

To summarize……………

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The Charter Statement

Leadership focuses the improvement effort by writing a

Charter Statement

A Charter Statement includes: • A general description of the project focus • And Guidance for the team to carry out the work.

A COBRA Example of a Charter Statement…

General Description:Answer the following question: What are we trying to accomplish with this improvement

effort?:

Redesign the intake process to make it more consumer friendly which will result in an increase in client retention.

Guidance:What specific results would we like to see from this improvement effort (try to use numerical

goals)? What aspects of the system will we focus on initially? What are the fiscal, time, and other resource boundaries? When and to whom will results be reported ?:

1. Currently 50% of new clients drop out of the agency by the time the intake process is completed. As a result of this improvement effort, this number will be reduced to 30% within 12 months.

2. There are no additional financial resources available.

3. An expected result is a redesigned and documented intake process.

4. The improvement team will update the program director on a monthly basis and be prepared for a formal presentation to the quality committee in 6 months

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NO WRITTEN ASSIGNMENT TO SUBMIT

BUT………….please complete the readings and visit the discussion

board.