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Journey to Excellence

by Bailey, Dawn Marie

Baldrige executive fellows embarked on capstone projects to address challenges within their organizations. They integrated feedback from other executive fellows and Baldrige award recipients, and applied the Baldrige criteria to find a solution....

Open Access

The Ripple Effect

by Schmidt, Megan

The 2013 Malcolm Baldrige National Quality Award recipients said their use of the Baldrige Criteria for Performance Excellence was their catalyst for achieving strategic goals and higher levels of quality....

Open Access

Blog Boom

by Calfa, Jimena; Graban, Mark; Hunter, John; Stepniowski, Jennifer J.; and Zrymiak, Daniel

Back in the late 1990s—well before 140-character Tweets, before Facebook posts and before LinkedIn discussions—there was the blog. Register at any number of blogging sites and you could set up your own personal or professional website....

Open Access

Making the Rounds

by Volland, Jennifer

Executive leader rounding helps organization leaders connect with the voice of the customer and understand day-to-day procedures to identify needs or shortcomings in service delivery....

Open Access

A Pathway for Patients

by Dean, Mark L.

The clear success of lean in other sectors has stimulated its adoption in healthcare. Reaping its benefits are a growing number of progressive healthcare organizations, including the Mayo Clinic, ThedaCare, Jewish Hospital and Virginia Mason....

Innovation Imperative: The New Revolution

by Merrill, Peter

3-D printing is one of the most exciting new technologies since the transistor of the last century, and since the steam engine two centuries before that....

The Service Quality Platform

by Swersey, Arthur J.

A five-step framework helps service organizations lay the foundation for building a service quality program....

2013 Salary Survey: Part 1, Section 12. Salary by Industry

by Hansen, Max Christian

Year after year, respondents from North America are more likely to work in the manufacturing sector than the service sector. But, also perennially, the workers in service industries bring home, on average, bigger paychecks....

On the Map

by Schmidt, Megan

The City of Irving, TX, engages the hearts and minds of its employees to drive world-class performance. It became the second municipality to receive a Baldrige award in the program’s 25 year history in 2012....

Standards Outlook: World View

by Liebesman, Sandford

The global economy has provided organizations with many opportunities that didn’t exist even 10 years ago. On the other hand, the internet and extensive outsourcing have “flattened” the Earth, presenting organizations with many new risks....

Open Access

Paving the Way

by Anderson-Cook, Christine M.; Borror, Connie M.

Data and information are at the heart of good investigations and decision making, but are all kinds of data the same? What are the major categories and types of questions to ask to collect and analyze data?...

Expert Answers: April 2013

by QP Staff

Root cause analysis tools ... Calibration data for a fee ......

Open Access

Career Corner: Out of Hiding

by ReVelle, Jack B.

While I was the senior statistician for a manufacturing division of a major aerospace firm, I shared the concept of the hidden factory with a statistical quality control (SQC) training class composed entirely of senior and middle management....

Salary Survey 2012: Part 1, Section 12: Salary by Industry

by Hansen, Max Christian

Transportation and aerospace products 12.8 80,965 24.7 79,706 other products 5.3 78,625 4.7 78,111 Service sector 28.5% $ 90,449 42.8 $ 93,453 Construction services 5.4 90,114 7.0% 85,600 Consulting and other professional, scientific and technical servic...

Rethinking Treatment

by Muzenjak, Diane; Carboneau, Clark; Galagan, Robert

Changing and improving complex processes in healthcare settings are no easy tasks. They require a systems approach using a variety of quality improvement methods and tools....

Improving on Excellence

by Buckman, Jim; Buckman, Mary Beth

With the changing face of healthcare in the 1990s, the Mayo Clinic started to measure more thoroughly the results of its efforts to track quality. So it enlisted the help of the Juran Institute to begin a full-fledged quality improvement program....

Open Access

One Size Fits All

by Krzykowski, Brett; Hankel, Amanda

There’s a reason why simple tools endure: They work, regardless of the situation. That’s a characteristic shared by the Baldrige Criteria for Performance Excellence....

Eradicating Inconsistency

by Udell, Mark; Buffington, Mike

When most people imagine the Orkin man, they visualize a uniformed technician driving a white truck from house to house. What’s probably not as widely known is that the technicians stop at many places other than homes....

Rethinking Design

by Gattiker, Thomas

Design thinking offers several tools and concepts that can complement problem-solving approaches normally taught and used by quality professionals....

Open Access

Perspectives: Perfection Is Possible

by Godfrey, A. Blanton

Bob Galvin did more to change the way we manage quality in the United States today than any other executive leader. We will truly miss him, his ideas and his leadership....

Tribal Quest

by Dew, John

The continuing abundance of news stories about quality failures in the manufacturing, food, pharmaceutical, healthcare and education sectors is a reminder that award-winning organizations are islands in a sea of quality indifference....

Salary Survey 2011: Part 1, Section 12: Salary by Industry

by Hansen, Max Christian

Nonelectronic measuring, analyzing and controlling instruments ( NAICS code 339): Balances, blood testing apparatus, Bunsen burners, centrifuges, distilling apparatus, laboratory incubators, SPonSoreD by Salary by industrial classification / Table 1 Unit...

Open Access

Healthy Skepticism

by Grenuk, Julie

It’s important not to underestimate the intense, personal nature of change as each employee in the healthcare industry transitions from the familiar paper-driven world to an entirely electronic one....

Climb to the Top

by QP Staff

Who said it’s lonely at the top? For only the second time since the Baldrige program began in 1988, seven organizations were recognized last year with the nation’s highest presidential honor for performance excellence—the Baldrige Award....

On the Clock

by Watson, Robert Q.; Leeson, Ken

Whatever the business, customers expect timely and efficient service. They expect their phone calls to be answered in two or fewer rings. They loath waiting in long lines and want transactions handled as quickly as possible....

A Lean Transformation

by Adrian, Nicole

Sacred Heart Hospital CEO Steve Ronstrom first learned about lean while working on boats in Alaska. There, they didn’t waste a thing—they wouldn’t even throw away a piece of rope. When he later returned home and worked in a hospital, he observed...

Open Access

Career Corner: Seeing Through the Smoke

by Conklin, Joseph D.

This question risks giving away my age, but it’s for a higher cause: When you hear the phrase “smoke gets in your eyes,” what is the first thing that comes to mind? If it’s not the Platters, the doo-wop group, and if you aspire to the management ranks...

Salary Survey 2010: Part 1, Sect. 12: Salary by Industry

by Hansen, Max Christian

Salary by industrial classification / Table 1 United States Canada Percentage Average salary Percentage Average salary Manufacturing sector 69.5% $ 82,909 66.9% $ 72,726 Chemicals and related products 8.8 90,106 7.9 87,847 Computers and electronic produc...

Salary Survey 2010: The Complete Report

by QP Staff

experience by gender / FIGURE 2 More than 20 years 10.1- 20 years 6.1- 10 years 3.1- 6 years $ 6,000 Male Years of experience in quality profession Years of experience in quality profession Female $ 4,000 $ 2,000 0 $ 2,000 $ 4,000 $ 6,000 1- 3 years Less...

Open Access

Tip of the Iceberg

by Ellifson, Valerie

HEALTHCARE PROVIDERS KNOW it’s not enough to treat a patients’ conditions and send them on their way. Often, the patient’s condition and symptoms are simply the tip of the iceberg. Many other factors—including human behaviors and societal conditions...

Open Access

Reviving Healthcare

by Kenney, Charles

As a child in rural Connecticut, Don Berwick often was awakened in the dead of night by the piercing ring of a telephone coming from down the hall....

Now What?

by Carboneau, Clark; Banks, Jon; Armijo, Tony; Zondlo, John A.

This is the story of one organization’s efforts to develop and implement a dissemination process that would consistently spread its improvement solutions across all facets of the organization....

Open Access

One Good Idea: What's the Plan?

by McCain, Cecelia

Launching a project without a plan is a blueprint for disaster. So, when ER-One needed to transition the management of newly acquired hospital emergency departments to its organization, it turned to advanced implementation quality planning....

Open Access

Get the Whole Picture

by Sherman, Peter

Most Americans have experienced our healthcare system directly. For the last three years, I’ve acted as my father’s primary caregiver. In this role, I’ve seen firsthand the shortcomings of our healthcare system in many ways....

Salary Survey 2009: Part 1, Section 12: Salary by Industry

by QP Staff

Although most of the surveyed quality professionals work in the manufacturing sector, the service sector is where the money is. In the U.S., 71.7% work in the manufacturing sector and earn about $7,504 less than counterparts in the service sector....

Salary Survey 2009: The Complete Report

by QP Staff

52 section 6 Salary by Number of Work Hours Online section 7 Salary by Nonexempt vs. exempt Status Online section 8 Salary by Number of Years in Current Position Online section 9 Salary by Number of Years in Current Position and in the Quality Field Onli...

Get Your Checkup

by ASQ Lean Six Sigma Hospital Study Advisory Committee

For nearly 20 years, lean and Six Sigma improvement initiatives have been in the quality spotlight, helping thousands of organizations in the United States and elsewhere. But, are hospitals truly embracing the lean and Six Sigma movement?...

Dare to Care

by Godyn, Janusz

Healthcare is the third-largest area in the Standard & Poor’s 500, behind only financial services and IT. Considering the amount of knowledge, labor and materials devoted to the industry, there's no doubt healthcare is a major economic force in society....

In a Perfect World

by Krzykowski, Brett

During an interview with QP, former U.S. Treasury Secretary Paul O'Neill speaks about the U.S. healthcare system, the signs of economic calamity everyone ignored, and the U.S. government's resistance to the quality way of thinking....

Open Access

Narrow Healthcare's Quality Chasm

by Denney, William; St. John, Cynthia; Youngblood, Liz

Today's healthcare leaders face the need to effectively manage not only the clinical but also the business side of their operations. This includes demonstrating cost reductions, overall organizational improvement and long-term sustainability....

Open Access

Back in Circulation

by Vincent, Chad

As the applications for lean expand, organizations must realize lean’s usefulness goes beyond environmental efforts. But first, we must look at the history of lean and to understand how its future fully complements social responsibility....

Salary Survey 2008: Part 1, Section 12: Salary by Industry

by QP Staff

U.S. and Canadian survey respondents are a lot alike when it comes to the industries in which they work....

Salary Survey 2008: The Complete Report

by QP Staff

51 Section 6 Salary by Number of Work Hours Online Section 7 Salary by Nonexempt vs. Exempt Status Online Section 8 Salary by Number of Years in Current Position Online Section 9 Salary by Number of Years in Current Position and in the Quality Field Onli...

Online Figures Schooley

by Schooley, John

Radiology transport w/ o phone calls Map emergency downtime plan for TSystem Midlevel in Triage, Improvement Measurement: # MLP Discharges daily Action Item List from 2/ 6/ 08 National MD goals Room to MD ( 22 min), MD to dispo ( 74 min) Post times in ME...

Open Access

On the Same Page

by Chircop, Jeanne Nickerson

Memorial Hermann’s first priority has always been to deliver quality healthcare (see sidebar, "About Memorial Hermann"). Every hospital in the Memorial Hermann system also has developed self-directed Medicare action plans. For hospital systems like Memori...

Standards Outlook: Hazardous to Your Health

by Reid, R. Dan

One hospital chain in my area has a snappy ad saying your selection of a hospital could be the most important choice you will ever make. This might be true—going into the hospital these days can be hazardous to your health....

Open Access

Eyes on the Dashboard at Mercy Health System

by Daniels, Susan E.

Patient satisfaction has been a component of Mercy Health System’s dashboard system for about six years, so when emergency department satisfaction into the red zone in late 2005, it immediately set off an alarm....

Open Access

Sharp HealthCare Gets to the Point in Managing Diabetes

by Daniels, Susan E.

With literature from the last five years demonstrating that poor control of blood sugar in acute healthcare settings equates to negative outcomes in diabetics, Sharp HealthCare in San Diego decided to control it everywhere....

Salary Survey-Regular Employee and Self-Employed Consultants Results

by QP Staff

45 Section 6 Salary by Number of Work Hours Online Section 7 Salary by Nonexempt vs. Exempt Status Online Section 8 Salary by Number of Years of Quality Experience and Highest Level of Education Online Section 9 Salary by Number of Years in Current Posit...

Part 1 Section 12 Salary by Industry

by QP Staff

Transportation and aerospace products 13.7 77,999 19.1 68,500 Other products 4.2 76,782 5.9 78,104 Service sector Construction services 1.0 $ 82,756 0.9 $ 107,375 Consulting and other professional, scientific and technical services 6.4 94,405 8.0 77,166 ...

Standards Outlook: Auto Industry Drives to Improve Healthcare

by Reid, R. Dan

The U.S. auto industry has been challenged by its need to compete in a global marketplace while burdened by healthcare expenses for workers and retirees....

Build Loyalty Through Experience Management

by Berry, Leonard L.; Carbone, Lewis P.

Connecting emotionally with customers requires an organization to create a total customer experience that differentiates the organization from the competition. This is important because customers’ overall experiences with the organization and the...

Benchmarking in Hospitals: More Than a Scorecard

by Sower, Victor

The term “benchmarking” as mentioned in hospital quality literature is not true benchmarking, but simply a comparison of outcome measures with industry averages. Benchmarking is an improvement process that measures an organization’s performance...

Open Access

Back to Basics: It's Just Paperwork?

by Mahoney, Carol

Understanding the need for document control

When I was a teenager, my mother gave me a diary and a bit of advice: "Say what you think, but be careful what you write."...

Open Access

Quality Focus Good for Business

by Nelsen, Dave

Premier Inc., a San Diego-based healthcare alliance, is a 2006 recipient of the Malcolm Baldrige National Quality Award (MBNQA) in the service category. The firm credits employee involvement, experience gained while earning a state quality award, and...

Open Access

Quality Goes to College

by Dew, John

Higher education is seeing increased interest in quality management methods in response to the federal government's recommendation that they embrace the culture of continuous innovation and quality improvement. An overview is given of the types of...

Open Access

Career Corner: Has Information About Quality Become a Liability?

by Kulisek, Diane

While having lunch with a good friend not long ago, I gained unique insight into a very real concern for those of us in the quality profession and the organizations we work with....

Salary Survey – 2006

by ASQ

Regular Employee - Section 12. Salary by Industry

Transportation and aerospace products 14.6 73,759 20.6 68,287 Other products 4.0 74,926 5.2 65,466 Service sector Construction services 0.8% $ 84,698 0.7% $ 93,375 Consulting and other professional, scientific and technical services 6.7 86,784 7.5 85,001...

Salary Survey – 2006

by Edmund, Mark

Full Survey

44 Section 6. Salary by Number of Work Hours Online Section 7. Salary by Nonexempt vs. Exempt Status Online Section 8. Salary by Number of Years' Quality Experience and Highest Level of Education Online Section 9. Salary by Number of Years in Current Pos...

Open Access

Back to Basics: A Fish(bone) Tale

by Perry, Michael S.

You have been asked to perform a root cause analysis to determine where a process is breaking down. Not sure where to begin? Use a fishbone diagram to help you and your team identify and discuss all potential causes of an effect....

Open Access

Employee and Patient Focus Earns the Baldrige

by Funk, Valerie

Bronson Methodist Hospital in Kalamazoo, Michigan has a vision of becoming a national leader in healthcare quality. In the 1990s, it began using the Malcolm Baldrige National Quality Award criteria as a tool for improvement and self-evaluation, and in...

Open Access

Make Healthcare Lean

by Manos, Anthony; Sattler, Mark; Alukal, George

The principles of lean manufacturing are as applicable to healthcare as they are to the automobile industry. However, unlike manufacturing, healthcare management structures are not usually hierarchical, and hospitals generally are not-for-profit. Value...

Faster Turnaround Time

by Pellicone, Angelo; Martocci, Maude

In 2004, North Shore University Hospital (NSUH) used Six Sigma to reduce bed assignment delay turnaround time that made it difficult to balance capacity needs. A capstone project revealed incorrect use of the hospital's bed tracking system. The goal was...

Open Access

Lean Lessons: All About Lean

by Alukal, George

Lately, lean has been receiving a lot of attention from quality professionals, management and the media. After getting its start in manufacturing, it has now migrated to nonshop floor activities in sales, customer service, accounting, HR......

Link Satisfaction To Market Share and Profitability

by Allen, Derek

Organizations seeking to link customer satisfaction data to profitability can choose from a variety of business outcome measures. However, the level of customer interaction varies among industries, making it difficult to link customer satisfaction to...

Salary Survey – 2005

by Phillips-Donaldson, Debbie

Full Survey

45 Section 6. Salary by Number of Work Hours Online Section 7. Salary by Nonexempt vs. Exempt Status Online Section 8. Salary by Number of Years' Quality Experience and Highest Level of Education Online Section 9. Salary by Number of Years in Current Pos...

Salary Survey – 2005

by ASQ

Regular Employee - Section 12. Salary by Industry

Transportation and aerospace products 12.9 71,016 17.6 65,371 Other products 3.8 64,413 3.1 61,389 Service sector Consulting and other professional, scientific and technical services 5.9% $ 81,632 7.5% $ 80,052 Educational services 1.3 78,273 0.3 95,000 ...

What Organizations Can Learn From Hurricane Katrina

by Reid, R. Dan

In the days immediately following Hurricane Katrina, many outsiders became aware the City of New Orleans had a comprehensive emergency management plan (CEMP) with an annex specific to hurricane preparedness....

Open Access

Change Healthcare Organizations From Good to Great

by Bodinson, Glenn W.

The Institute of Medicine estimates that the cost of the medical errors resulting in thousands of deaths each year and injury to thousands more is over $20 billion annually. While these figures are unacceptable, the good news is that the application of...

QFD in a Managed Care Organization

by Omachonu, Vincent; Barach, Paul

The application of quality function deployment (QFD) in the healthcare industry has been limited because the healthcare product is intangible and ill defined. Recently, however, a managed care organization used QFD to redesign its member handbook. QFD's...

Open Access

Baldrige - Just What the Doctor Ordered

by Nelsen, Dave

The Robert Wood Johnson (RWJ) University Hospital Hamilton's commitment to quality has won it the 2004 Malcolm Baldrige National Quality Award in the healthcare category. Part of the hospital's existing quality program is its five pillars of excellence...

Does Six Sigma Work in Service Industries?

by Patton, Fred

Service and manufacturing organizations have much to learn from one another when it comes to serving customers. While in manufacturing the focus on product quality distracts employees from customer service quality requirements, in the service sector the...

FMEA--Something Old, Something New

by Reid, R. Dan

Managing risk is not optional for organizations. Clause 0.1 of ISO 9004 mentions risk management in the same breath with cost and benefit considerations as being important to an organization, its customers and interested parties....

Opportunities Are Everywhere

by Sayle, Allan J.

As the distinction between quality management and business management fades, an unprecedented confluence of trends and forces offers unique opportunities for quality professionals. Sporadic cost cutting campaigns are being replaced by business...

Quality Intervenes at a Hospital

by Volland, Jennifer

The Nebraska Medical Center, the state's largest teaching hospital, began implementation of Six Sigma in 2002 in response to a decline in patient volume in its interventional radiology department. A Six Sigma team was assembled to address problems in...

Salary Survey – 2004

by ASQ

Regular Employee - Section 12. Salary by Industry

Canada United States ( Canadian dollars) Average Average Percentage salary Percentage salary Manufacturing sector Chemicals and related products 10.2% $ 75,069 7.0% $ 66,614 Computers and electronic products 9.6 76,551 10.6 63,575 Electrical products 3.6...

Salary Survey – 2004

by Phillips-Donaldson, Debbie

Full Survey

( For industrial classifications and all tables related QUALITY PROGRESS I DECEMBER 2004 I 25 $ $$$$ $$$$ $$ $$$ $$$ U. S. Salary Changes by Industry 1999 2000 2001 2002 2003 2004 Average Average Average Average Average Average salary Difference* salary ...

Healthcare Agreement Revision Nears Release

by Reid, R. Dan

The first revision of the International Organization for Standardization (ISO) International Workshop Agreement (IWA 1) should be released this month if all goes according to plan....

Open Access

Simplify Baldrige for Healthcare

by Leonard, Denis; Reller, M. Katherine

The growing number of applicants for the Baldrige award in healthcare points to the need for a set of tools to help organizations assess themselves. A healthcare self-assessment matrix and opportunity for improvement worksheets are provided to help...

Open Access

Can the Gurus' Concepts Cure Healthcare?

by Nielsen, Don M.; Merry, Martin D.; Schyve, Paul M.; Bisognano, Maureen

Representatives of the movement for quality in healthcare present the views of four quality gurus as they apply to managing cost and improving the quality of healthcare. Don M. Nielsen says Philip Crosby's emphasis on prevention and zero defects has led...

Open Access

Two Hospitals Prescribe Performance Excellence

by Johnson, Kristen

Florida's Baptist Hospital Inc. (BHI) and Saint Luke's Hospital (SLH) in Kansas City, Missouri were recipients of the 2003 Malcolm Baldrige National Quality Award in the healthcare category. In addition to its new mission to provide world-class patient...

Learn To Talk Money

by Hoisington, Steven H.; Menzer, Elizabeth C.

Upper management speaks a different language from that of quality professionals. Management is driven by financial performance. Understanding and accepting management’s financial vocabulary will increase the likelihood that the quality...

What Do CEOs Think About Quality

by Weiler, Greg

Quality professionals can count on the support of the American Society for Quality when justifying the cost of quality to upper management. ASQ has conducted a survey of top executives in manufacturing, service, healthcare, and education to determine...

Beyond Standards

by Mroz, Jim; Berglund, Ronald

A quality management system model for the healthcare industry based on ISO 9000 is preventing bureaucratic barriers from channeling resources away from customer service. The Sparrow Health System’s Sparrow Adult Outpatient Rehabilitation Services...

Open Access

Get Staff Involved in Quality Initiatives

by Bolton, Mike

A case study in which a company in the public transportation services industry took on the issue of how a lean quality improvement staff could help the CEO aspire to new levels of business performance without a typical Six Sigma level budget....

Faster Test Results

by Godin, Eric; Raven, Dennis; Sweetapple, Carolyn; Del Guidice, Frank R.

Southside Hospital used Six Sigma to reduce test turnaround times from 68 hours to an average of 32 hours. The use of quality tools helped the hospital improve the sigma level for stress test turnaround....

Open Access

Translate Know-What Into Know-How

by Chaplin, Edward; Akao, Yoji

Organizational change is a much more difficult challenge than we've been led to believe....

Salary Survey – 2003

by ASQ

Regular Employee - Section 12. Salary by Industry

Section 12. Salary by Industry Canada United States ( Canadian dollars) Average Average Percentage salary Percentage salary Manufacturing sector Chemicals and related products 9.2% $ 71,392 5.8% $ 63,162 Computers and electronic products 10.7 73,372 8.2 ...

Salary Survey – 2003

by Phillips-Donaldson, Debbie

Full Survey

6. QUALITY PROGRESS I DECEMBER 2003 I 31 Average salary 1999 Average salary 2000 Average salary 2001 Average salary 2002 Average salary 2003 Average salary Change from previous year Change from previous year Change from previous year Change from previous...

Open Access

The Seven Deadly Sins of Quality Management

by Dew, John

Root cause analysis is the structured investigation of basic causal factors leading to quality failure. When the root cause resides in the fundamental values of an organization, eradication can be extremely challenging. Problems ascribed to...

Better Public Schools With ISO 9000:2000

by Stimson, William A.

Formal standards for learning in public schools are being implemented in the majority of states. The ISO 9000:2000 quality management standards provide a useful structure that can be successfully adapted for the education sector. The National...

Open Access

FMEA - the Cure for Medical Errors

by Reiling, John G.; Knutzen, Barbara L.; Stoecklein, Mike

St. Joseph’s Community Hospital in West Bend, WI, will close in the next few years to make room for a new hospital. This replacement facility will represent a breakthrough in hospital design. Inspired by the Institute of Medicine report To Err Is Human...

Open Access

Rx for Excellence

by Daniels, Susan E.

SSM Health Care (SSMHC), the first healthcare winner of the Malcolm Baldrige Award, has been showing the world that a focus on continuous improvement can help the ailing healthcare sector. SSMHC operates as a private, not-for-profit system that owns,...

Column: Emerging Sectors: ASQ's Role in Healthcare

by Stoecklein, Mike

In 1992, ASQ's Healthcare Division was formed to encourage research, innovation and the formation of learning partnerships to advance knowledge of healthcare quality....

Salary Survey – 2002

by ASQ

Regular Employee - Section 5. (web) - Sidebar: Industrial Classifications--North American Industry Classification System (NAICS)

Industrial machinery, including machinery for the paper, textile, printing, food and semiconductor industries. Service industry machinery, including automatic vending machines and dry cleaning machinery. Converted paper products (egg containers, corrugate...

Use Symbols Instead of Words

by Stocker, Gregg

Symbols and visual cues are widely used today to present information in a simple, straightforward manner. They are more effective than words because they are more quickly interpreted and can overcome language barriers. However, we tend to overlook these...

Open Access

A Thing of the Past?

by Collier, David A.; Goldstein, Susan Meyer; Wilson, Darryl D.

The Malcolm Baldrige National Quality Award (MBNQA), the most widely adopted framework for an interdisciplinary approach to total quality management and organizational performance, has evolved from the original model in 1988 to the 1992 model and the...

Open Access

Reduce Human Error

by Rooney, James J.; Vanden Heuvel, Lee N.; Lorenzo, Donald K.

Human error is most often determined to be the cause of events leading to death or serious injury at healthcare facilities. When the responsible person is coached, disciplined, or perhaps even fired, managers and team leaders feel fairly confident...

Deming and Me

by Crawford-Mason, Clare

Faced with a personal healthcare crisis involving major surgery, the author turned to the philosophy of her former mentor, W. Edwards Deming, for guidance. Deming had noted that it is inadvisable to make important decisions based on a single data point,...

Meeting Patient Expectations

by Crago, Michael G.

Nearly 100,000 patients die every year in U.S. hospitals due to medical errors, confronting both clinicians and professional healthcare managers with some challenging realities and questions. Could medical error be caused by operational disconnects...

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