Telling the Quality Story


Gitlow, Howard S.; Gitlow, Shelly J.; Oppenheim, Alan; Oppenheim, Rosa   (1990, ASQC)   University of Miami, Coral Gables, FL

Quality Progress    Vol. 23    No. 9
QICID: 12374    September 1990    pp. 41-46
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Article Abstract

The plan-do-check-act cycle is a framework for communicating process improvement studies to management. The story of quality improvement (QI) has seven components. In the Plan stage, it is necessary to select a theme, understand the present situation, and establish countermeasures that change the process. In the Do stage, the countermeasures are tested on a small scale. Analyzing the results of the test occurs in the Check stage. The Act stage includes decision making on whether to rework the countermeasures or to incorporate them into standard operating procedures. The Act stage is also the time to create plans for future actions. QI stories should mesh with organizational objectives, though initial attempts best work with narrower departmental objectives. A case study of data entry problems demonstrates the QI story method. Storyboards display the plan, present situation, countermeasures, new operating procedures, and future actions.


Process improvement,Case study,Quality improvement (QI),Plan-Do-Check-Act (PDCA) cycle

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