Abstract

Navicent Health, a health provider in central Georgia, began working on its ISO 9001:2015 certification in 2017. In the years leading up to 2017, the internal audit teams were focused on certain aspects of a process instead of the process as a whole. A lack of understanding of the full picture as a whole resulted in many nonconformities. Navicent chose three of its care facilities to implement changes and study the effects of those changes with the end goal being less than 10 nonconformities at each site. They used an approach of define, measure, analyze, improve/implement and control to make their changes.