Carla Konzel, lean Six Sigma facilitator, St. Vincent Health System, Erie, PA

Carla Konzel, an ASQ member since 1991, is a lean Six Sigma facilitator a St. Vincent Health System (SVHS) in Erie, PA. She’s worked at SVHS since 2005. As a lean Six Sigma facilitator, Konzel:

• Leads a cross-functional team for process improvement initiatives that use lean and Six Sigma.
• Consults with executive senior leadership as a change agent and continuous improvement ambassador.
• Collaboratively develops, implements, evaluates and revises organizational quality initiatives.
• Develops lean and Six Sigma training for SVHS leaders and associates.
• Mentors project leaders for success using quality tools—such as the plan-do-study-act (PDSA) cycle and change acceleration process—and lean applications.
• Promotes lean Six Sigma healthcare outcomes through publications and presentation engagements.
   

In her current position, the quality initiative Konzel spends the most time on is operational excellence improvements to smooth out the bumps and reduce variation. These initiatives include lean and Six Sigma using a robust PDSA with a focus on what really is value added, walking the process and validating that data accuracy.

Konzel has always worked in healthcare. Her first position was a quality control research and development technician. In 1988, she transitioned from the microbiology arena to management during her tenure with Becton Dickinson. The next 23 years in quality were broadened to include auditing, ISO implementation, management diversity, acquisition teams, new product development, and, finally, the field of operational excellence as a certified Six Sigma Black Belt. In 2005, Konzel transitioned from healthcare manufacturing to healthcare service.

Konzel’s education background includes:   

• ISO 15189 Medical Laboratory Accreditation Review, March 2011.
• Change Acceleration and Work-Out Process, December 2008.
• Lean for Transactional Business Processes, August 2008, Breakthrough Management Group International
• Certified Six Sigma Black Belt, State University of New York’s Buffalo School of Engineering, applied sciences, February 2007.
• Problem Solving Through the Six Sigma Approach, April 2003, Pennsylvania State University-Behrend College, Erie.
• Total Quality Initiative Program, Pennsylvania State University-Behrend College, Erie. (Six Sigma methodology, May 2002; quality control, March 2002; probability and statistics, February 2002).
• LRQA, ISO quality management system auditor/lead auditor training course, June 2001.
• MBA, Golden Gate University, San Francisco, 1989.
• Bachelor’s degree, Gannon University, Erie, PA, 1984.

Recently, Konzel provided insight into quality in healthcare and how to use quality outside the workplace.

Why did you choose to enter the quality field, or how did you get started?
I wanted to be part of the change to make a difference, and the greatest reward is seeing the patient, student or leader satisfied.

What are some of the most important or greatest quality challenges facing healthcare today?
Our nation’s healthcare industry approach requires transformation from a regulatory position. At this time, prudent healthcare systems are engaging operational improvement and physician engagement as one collaboration effort. Everyone realizes that improvement is a must.

What are some of the challenges facing the quality professional?
I have noticed that the IT infrastructure in healthcare systems is inadequate. The movement to a standardize software application like SAP is a new frontier. Can you imagine using one software platform to follow a patient across the continuum of healthcare—from a physician’s office or clinic to a healthcare systems or hospital—looping continuously as a patient require medical attention?

In your opinion, is there any low-hanging fruit (or opportunities) that a healthcare quality professional could focus on that is likely to have a quick impact on improving healthcare delivery?
Yes. First complete a flowchart of the process, then refer to the eight types of waste identified in lean and determine the areas with the greatest improvement opportunities. If you are waiting to move along the process, ask why.

Are there any recent quality resources—such as books, conferences, courses or webpages—you have found to be especially helpful for your career?
My favorite reference material sites are ASQ, Institute for Healthcare Improvement and the Lean Enterprise Institute. Then I proceed to lean Six Sigma manuals. My favorite book is Nancy Tague's The Quality Toolbox.

What’s your best advice to someone new to quality?
My first question to that person is, “Are you a member of ASQ?”  If not, I explain how all the basic quality tools are available online. Why recreate the information, right? I also explain how the society has several divisions for that person to create a wider network of colleagues. I share information about the different certification programs for that person to use for a personal developmental plan with or without their employer. It creates an immediate win-win for that person and me.

How do you apply quality knowledge or tools off the job?
A few notes:

• Six Sigma/quality does not equal geek. 
• We are really fun people and humor levels the playing field.
• Clutter is a defect.
• Teach your children now about visual aids and color coding.
• Don’t 5S the garage without your husband.

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