John Miller, vice president of continuous improvement of Wayne State University Physician Group
Where do you work?
Wayne State University Physician Group in Detroit.
What do you do – what’s your title?
Vice president, continuous improvement.
What’s your educational background?
I have a bachelor’s degree in English, an MBA with a focus on international business, and a master’s of science in information systems.
How long have you been an ASQ member?
What do you think is most important in implementing a Six Sigma project?
Endorsement from executive management.
Why do you think Six Sigma is important?
I use Six Sigma to measure progress and predictability.
Why do you think quality is important?
The answer depends on the industry. In healthcare, quality equals longer lives and controlled costs.
What’s your favorite benefit of quality?
The lifestyle improvements it can bring.
Why did you choose to go into the quality field?
I love using the tools.
What’s your best advice to someone new to quality?
Don't under estimate the value of soft skills. Proper verbal and written communication skills, short and effective presentations, and the psychology of change management are equally (or more) important as analyzing data—which will continue to become more and more automated.