Transformation, Improvement Roadmaps & Plans for 2013

This is a post from Laurel Nelson-Rowe, ASQ managing director.

In November, I attended the Dubai Quality Group Annual Quality and Business Excellence Conference, held as part of World Quality Month celebrations in Dubai. Conference attendees represented finance, trade, government, utilities, energy and hospitality organizations, and ASQ leaders. Future ASQ Chair Stephen Hacker spoke on transformational science, which he characterized as “an emerging science within quality.” For Hacker, transformation aims for “breakthrough change…a different idea, a jump—not incremental improvement of what exists.” He also contrasted problem-solving thinking versus transformational thinking.

Stephen Hacker and Saleh Janeeh, Chairman of the Board of Directors of the Dubai Quality Group.

 The five elements Hacker highlighted in transformational approaches were:

  • Cast a transformative view (a revelation; an idea that shocks).
  • Expose the burning platform.
  • Create a robust performance measurement system (from current state to transformation).
  • Address culture directly, including leadership.
  • Develop a plan to close the gap between current and transformative state, including the near-term actions achieved in six months.

Just after Hacker’s keynote, Ahmed H. Bahrozyan, CEO of Dubai Roads and Transport Authority Licensing Agency, delivered remarks on how his organization works in transformative times. The RTA organization and his business, which handles all transportation-related licensing processes, procedures, products and services (350 services in all), is just seven years old. The business started with a service quality framework from day one.

Bahrozyan said the organization is the largest government entity in terms of online payment service. His agency’s roadmap for improvement for 2011-2014 includes “just six” elements, yet they are a substantial six: infrastructure improvement, common portal (including single sign-on for all services), improved e-services, innovation, website compliance to industry standards, and marketing.

Dubai Quality Group Annual Quality and Business Excellence Conference

So, it left me wondering: What are your burning platform, as you look ahead into 2013? Can transformational science tools help you put any fires out? And if you have a roadmap for improvement 2013-2015, what do the road signs say?

This entry was posted in conferences, Current Events, Global, science, transformation, Uncategorized, World Quality Month. Bookmark the permalink.

2 Responses to Transformation, Improvement Roadmaps & Plans for 2013

  1. To achieve the aims and goals of the National Quality Strategy, health care professionals should be encouraged to maximize their training and skills through life-long learning that includes the application of quality improvement principles and patient safety systems concepts such as teamwork. At the same time, there is a need for a new generation of health care professionals. The Affordable Care Act provides $1.5 billion over 5 years to expand the National Health Service Corps (NHSC). This follows a $300 million investment that the American Recovery and Reinvestment Act of 2009 made in the program. As of September 30, 2010, the NHSC is a network of 7,500 primary health care professionals and 10,000 sites in underserved communities across the country providing valuable services to persons who would otherwise lack access to primary care. To support their service, the NHSC provides physicians, nurse practitioners, physician assistants, and other health professionals with financial support in the form of loan repayment and scholarships. The Health Resources and Services Administration’s National Center for Health Workforce Analysis is working to identify workforce shortages and advise where resources might be best placed. At the same time, boards of medicine, nursing, and other providers enhance the quality of care that patients receive by requiring that practitioners continually demonstrate skills and knowledge critical to their field. Promisingly, board policies are increasingly promoting a lifelong commitment to learning and the adoption of new evidence-based practices. Certification programs can also serve as a valuable tool for consumers to use as they choose a health care provider.

  2. There have been well publicized failures of BPR, as well as Six Sigma. Enterprises therefore need to consider carefully which quality improvement methods to adopt, and certainly should not adopt all those listed here.

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