Great Quality Improvement Tools
The Health Care Manager’s Guide
to Continuous Quality Improvement
by Wendy Leebov, and Clara Jean Ersoz, M.D.
 This book provides great quality improvement tools and strategies essential to managing for continuous improvement. Specifically, it aims to help middle managers and clinical leaders to make customer-driven management and continuous improvement an everyday routine. Great for department directors, physician chiefs, service line managers, improvement team leaders and members, and administrators.
Content
| Sections | Topics | Selection of Tools | 1:
Implementing Quality Management
| - Customer-Driven Management
- Identifying Customer Expectations and Professional Standards
- Translating Expectations and Professional Standards into operational Requirements
- Developing Measures to Monitor Performance
- Using Data to Target Improvement Needs
- Making Improvements
| - Customer Driven Management Model
- Immediate and Downstream Customers
- Chart for Customer Prioritization
- Importance and Effectiveness Rating Map
- Format for Mapping Customer Expectations
- Example: Critical Path for Diabetes
- Flowchart of Improved Decision-Making Process
- Measurement Pyramid
- Focus Group Discussion Guide
- Quality Report
- Shewhart PDCA Cycle
- PDCA and the Joint
- Commission’s Ten-Step Model
| 2:
The Manager’s Tool Kit
| - Tools for Collecting and Displaying Data
- Tools for Targeting Improvements
| - Seven Quality Control Tools
- Seven Management Tools
- Service Report Card
- Example: Pharmacy’s Service to Nursing
- Internal Customer Survey
- Five Sample Check Sheets
- Complaint Log
- Error Log
- Pareto Chart
- Flowcharts, Pareto Chart, Trend Chart, Bar Chart
- Service Blueprint
- Cause and Effect Diagram, Tree Diagram and More
| 3:
Meeting the Quality Management Challenge
| - Toward Experimentation and Continuous Learning
- Case: PDCA Model in Practice
- Improvement Resources
| - Guide for Making Your Case
- Quality Improvement Storyboard
- Time Logs
- Flowchart Standardizing Changes
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