Quality Improvement Essentials

A critical but often overlooked aspect of problem solving is to define the environment that has led to the problem, i.e. assessing the current state. Cassidy and Guggenberger12 present a structured method for current state mapping using flowcharts that helps to identify key areas for process improvement as part of an overall continuous improvement process. The general steps in their process improvement methodology are summarized below:

1. Getting Started
  1. outline tasks
  2. develop metrics/scorecard
  3. develop project plan for process improvement

5. Process plan

  1. Determine process [improvement] objectives
  2. Determine metrics
  3. Benchmark the process

2. Process Identification

  1. identify all steps within selected process
 6. Future State
  1. Design and develop the new process
3. Process Selection
  1. analyze value and impact of each process to be analyzed
 7. Implement
4. Assess the current state
  1. map the process
  2. develop a flowchart
 8. Determine the impact on each individual, technology requirements and create the plan
  1. people/organization
  2. Technology
  3. Procedures

Problems in healthcare (along with organizations, communities, and social institutions) are often difficult to define and solve because they have amorphous boundaries, multiple actors with competing viewpoints and agendas, and, frequently, no blueprint for resolution. It is important to apply a disciplined approach to resolving these types of problems even existing techniques cannot hope to encompass the entirety of the problem. This module presented specific problem solving techniques. Although the techniques presented above are examined through the lenses of information systems and manufacturing environments, it is important to remember that the fundamental processes can be translated to any problem environment.