vii
Contents
Preface .......................................................................... ix
1 Failure ......................................................................1
2 Dening and Delivering Quality in Healthcare .....11
Introduction ........................................................................11
Arent We Already Providing the Highest Level of
Healthcare Possible? ...........................................................15
3 Phantom Successes ................................................23
Introduction ........................................................................23
Reasons Projects Did Not Reach Their Potential
Benets ...............................................................................26
Issues that Highly Inuenced a Process Improvement
Team’s Lack of Success and Sustainment ......................... 28
Drivers of Success ..............................................................31
Conclusion ..........................................................................36
4 Cleaning Up: Developing a Standardized,
Optimized, Aligned Process ..................................37
Introduction ........................................................................ 37
Is Your Process Standardized, Optimized, and
Aligned? ..............................................................................39
Soap: Standardized ............................................................. 45
sOap: Optimized ................................................................47
soAp: Aligned .....................................................................49
Summing It All Up .............................................................52
Endnotes .............................................................................54
viiiContents
5 Know Your Processes ............................................55
Endnote ..............................................................................69
6 Functional Tree Structures ....................................71
Introduction ........................................................................ 71
Phase I: Developing the Functional Tree Structure
Diagrams ............................................................................76
FTS Phase II: Standardize, Optimize, and Align Each
Process ................................................................................ 83
Step 1: Document the Current State ......................... 84
Step 2: Standardize .................................................... 88
Step 3: Optimize ......................................................... 91
Step 4: Align ...............................................................94
7 Selecting a Process Improvement Tool ..................97
Introduction ........................................................................97
Continuous Quality Improvement ...................................100
Six Sigma ..........................................................................108
Lean ..................................................................................109
5S Concept ................................................................ 110
Standard of Work .....................................................112
Value Stream Map.....................................................113
Endnote ............................................................................ 116
8 Wrapping Up ........................................................ 119
Appendix A: Guide to Creating a Process Map ..........123
Appendix B: Process Description ...............................129
Appendix C: Example Project Starting with
Functional Tree Structure ..........................................131
Appendix D: Examples of Complete Functional
Tree Structure ............................................................ 141

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