Table Of Contents:
Preface xiii
Acknowledgments xv

Chapter 1 The Continuum of Quality Improvement in Public Health 1(18)

Introduction 1(2)

Process Improvement in a Public Health Department 3(1)

Little "qi" 3(2)

Big "QI," 5(1)

Large-Scale Public Health System Quality Improvement 6(7)

Big "QI," Little "qi," and Individual "qi" 13(2)

Conclusion 15(2)

Endnotes 17(2)

Chapter 2 Introduction to Quality Function Deployment and Lean-Six Sigma 19(8)

Introduction to Quality Function Deployment 19(3)

Introduction to Lean-Six Sigma 22(3)

Summary 25(1)

Endnotes 26(1)

Chapter 3 An Integrated QI Approach: QFD and LSS Support Macro, Meso, Micro 27(10)

Introduction 27(2)

Integrated Processes Create a System 29(4)

The Human Interaction with Macro, Meso, and Micro Levels: Individual QI 33(3)

Endnotes 36(1)

Chapter 4 Customer Focus: Revitalizing Your Organization to Become Customer Centric 37(12)

Summary 47(1)

Endnotes 47(2)

Chapter 5 Process Analysis and Waste Reduction 49(18)

Introduction 49(1)

1 Understanding How a Process Is Structured 50(1)

2 How to Analyze a Process 50(4)

Creating a Process Map 51(3)

3 Identifying Inefficiencies in a Process Map 54(13)

Process Features 54(1)

Two Types of Process Maps 55(1)

Opportunity Map 56(1)

Value Stream Mapping Definitions 57(1)

Visualizing Patient Flow 57(2)

Current State Value Map 59(1)

Future State Value Map 60(1)

Spaghetti Diagram 61(1)

Value-Added Versus Time Chart 62(2)

The Eight Types of Waste 64(1)

Summary 64(2)

Endnotes 66(1)

Chapter 6 Using the Language of Senior Management: The Bottom Line 67(16)

Introduction: Show Me the Money 67(2)

The Externally Versus Internally Focused Organization 69(1)

Identify the Bottom Line 70(7)

Cost of Quality Overview 77(1)

Contributions of Cost of Quality 78(2)

Selling COQ to Leadership 80(1)

The Bottom Line Feeds Back to the Top Line: Use QFD to Validate VOC 80(1)

Endnotes 81(2)

Chapter 7 Milestones and Measures: Interim and Final Reporting 83(18)

Introduction 83(1)

Measurement Characteristics 84(5)

Improving Performance Is About Using Data 89(1)

Definitions in Support of Performance Management 90(1)

Examples of the Four Components 91(3)

Does Your Agency Have a Performance Management System? 94(1)

Performance Measures 95(1)

Reporting of Progress 95(1)

The Performance Management Cycle 96(2)

Process Measures in Meso to Micro Level Department Activities 98(1)

Endnotes 99(2)

Chapter 8 Lean-Six Sigma: "Faster, Better, Smarter" 101(18)

Rapid Cycle Change and Project Management 104(5)

Faster 104(2)

Better 106(1)

Smarter 107(2)

Combining Lean and Six Sigma Methods and Benefits 109(1)

The DMAIC Methodology 110(6)

Summary 116(1)

Endnotes 117(2)

Chapter 9 The House of Lean-Six Sigma Tools and Techniques 119(12)

Building Blocks of House of Lean 123(6)

Steps into the House of Lean 129(1)

The Foundation in the House of Lean 129(1)

The Roof for House of Lean 130(1)

Summary 130(1)

Endnotes 130(1)

Chapter 10 Incremental Versus Redesign Strategies 131(12)

Phase 1 Focus 135(1)

Phase 2 Assessment 135(1)

Phase 3 Negotiation 136(1)

Phase 4 Redesign 137(1)

Phase 5 Implementation 138(1)

Summary 139(1)

Laws of Core Process Redesign 140(1)

Endnotes 140(3)

Chapter 11 Developing the QFD Team 143(22)

Types of Teams 144(3)

The Value of Teams to QFD 147(2)

Preparing Individuals to Be Effective Team Members 149(1)

Develop Individuals into an Effective Team 150(3)

Team Decision Making 153(1)

The Decision-Making Process 153(2)

Attributes of a Good Decision 155(1)

Influence and Control Issues for Team Effectiveness 156(3)

The Problem Statement as a Vehicle for Norming 158(1)

Develop Measures to Maintain Process Improvement 159(1)

Set the Time Frame for Implementation 160(3)

Establish a Communication Plan 161(2)

Summary 163(1)

Endnotes 164(1)

Chapter 12 Conducting a QFD Study 165(8)

Chapter 13 Navigating the QFD Matrices 173(10)

Endnotes 182(1)
Appendix A The Matrix of Matrices 183(2)
Appendix B QFD Software 185(2)
Appendix C List of QFD Reference Books 187(2)
About the Authors 189(2)
Index 191