Quality Progress - May 2017 - 5

FOREWORD
The quality inside Quality Progress

Close the Gaps
No matter what side of the Affordable Care Act you stand on,
you can probably agree to this: Everyone seems to be spending more of their own money on medical care these days.
And when people spend more of their hard-earned paychecks
on something-doctor visits, airline tickets, you name it-they pay
more attention to what they're getting in return, and naturally,
they usually expect more.
That's what the Mayo Clinic Arizona faced: services falling short of
patient expectations. So, as an organization that provides a service,
how do you ensure you set reasonable expectations-and meet
them-to satisfy your customers and keep them coming back?
"Patients are apt to shop for services more discriminately, using
publicly available data to choose organizations with the best quality and patient satisfaction scores," wrote Denise M. Kennedy, the
author of "Mind the Gaps" (p. 16). "Healthcare organizations must
improve service quality."
Using the gaps model, managers did just that and improved
customer satisfaction scores by being better at identifying, categorizing and analyzing the likely causes of poor healthcare quality
and making the necessary changes to close the gaps.
A better way to pinpoint root causes is the centerpiece of

ASQ's Vision
By making quality a global priority, an
organizational imperative and a personal ethic,
the American Society for Quality becomes the
community for everyone who seeks quality
technology, concepts or tools to improve
themselves and their world.
ASQ Administration
CEO William J. Troy
Senior Leadership
Andrew Baines
Kalleen Bruch
Dick Palmersheim
Shontra Powell
Chair Eric Hayler, BMW Manufacturing
Chair-Elect Elmer Corbin, IBM
Past Chair Patricia La Londe (retired - CareFusion)
Treasurer Francisco "Paco" Lopez, Metalsa
SAC Sylvester (Bud) Newton, Jr., Alcoa

another feature article in
this month's edition. "Solid
Footing" (p. 24) offers advice
on one way to jump-start your
root cause analysis (RCA):
Incorporate conservatism,
modesty, simplicity, generality and refutability when formulating
a good hypothesis.
"A hypothesis that fulfills all of these virtues would be simple,
general and make few assumptions, and it shouldn't contradict
what is already known to be true," wrote Matthew Barsalou, who
it seems has become QP's unofficial resident RCA expert. "It also
should be possible to test the hypothesis."
Still, this doesn't guarantee that a hypothesis is correct, he
explained. "Proper application of these virtues can lead to a more
robust hypothesis that can push the analysis forward" and "provide the RCA investigator a starting point for the investigation."
A worthwhile reminder for us all-whatever the situation-
about the importance of building in sufficient time to step back
and prepare before a needless rush to
judgment that could push matters in the
wrong direction.

TCC Heather Crawford, Apollo Endosurgery
Secretary William J. Troy, ASQ
Directors
Donald Brecken
Ferris State University
Jim Creiman
Northrop Grumman Corp.
Ha C. Dao
Emerson Climate Technologies
David Levy
Boyce Technologies
Austin S. Lin
Google
Raul Molteni
Molteni Consulting
Luis G. Morales Daimiler Trucks North America
Mark Moyer
CAMLS
Daniella A. Picciotti
Veridiam
Barrie Simpson
Genentech Access Solutions
JoAnn Sternke
Pewaukee School District
Sunil Thawani
Quality Indeed Consulting
John Vandenbemden
Q-Met-Tech
Allen Wong
Abbott
Administration
William J. Troy, CEO
Seiche Sanders, Publisher
QP Editorial Review Board
Randy Brull, Chair

Mark Edmund
Associate Editor

Administrative Committee
Brady Boggs, Randy Brull, Jane Campanizzi,
Larry Haugh, Jim Jaquess, Gary MacLean,
R. Dan Reid, Richard Stump
Technical Reviewers
Naveen Agarwal, Ashraf Ali, Suresh Anaganti,
M. Onur Artan, Andy Barnett, Matthew
Barsalou, David Bonyuet, David Burger,
Brooks Carder, Bernie Carpenter, L.N. Prabhu
Chandrasekaran, Ken Cogan, Linda CubalchiniTravis, Ahmad Elshennawy, Mark Gavoor,
Kunita Gear, Daniel Gold, T. Gourishankar,
Roberto Guzman, Ellen Hardy, Lynne Hare,
Victoria Jones, Trevor Jordan, Ray Klotz, T.M.
Kubiak, William LaFollette, Scott Laman, Pradip
Mehta, N.S. Narahari, Arind Parthasarathy,
Larry Picciano, Gene Placzkowski, Tony
Polito, Peter Pylipow, Imran Ahmad Rana,
John Richards, James Rooney, Ayman Sakr,
Manboubeh Samghabadi, Brian Scullin,
Abhijit Sengupta, Amitava Sengupta, Mohit
Sharma, A.V. Srinivas, Adrian Tan, Joe Tunner,
B. Vaithiyanathan, Manu Vora, Keith Wagoner,
Jack Westfall, Doron Zilbershtein

To promote discussion of issues in the field of quality and ensure coverage of all responsible points of view, Quality
Progress publishes articles representing conflicting and minority views. Opinions expressed are those of the
authors and not necessarily of ASQ or Quality Progress. Use of the ASQ logo in advertisements does not necessarily
constitute endorsement of that particular product or service by ASQ.

qualityprogress.com ❘ May 2017

QP 5


http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - May 2017

Seen and Heard
Expert Answers
Progress Report
Mr. Pareto Head
Field Notes
Mind the Gaps
Solid Footing
Are These the Same?
New Tricks for an Old Tool
Innovation Imperative
Experience More
Career Coach
Statistics Spotlight
Standard Issues
Marketplace
Footnotes
Back to Basics
Quality Progress - May 2017 - intro
Quality Progress - May 2017 - cover1
Quality Progress - May 2017 - cover2
Quality Progress - May 2017 - 1
Quality Progress - May 2017 - 2
Quality Progress - May 2017 - 3
Quality Progress - May 2017 - 4
Quality Progress - May 2017 - 5
Quality Progress - May 2017 - Seen and Heard
Quality Progress - May 2017 - Expert Answers
Quality Progress - May 2017 - Progress Report
Quality Progress - May 2017 - Mr. Pareto Head
Quality Progress - May 2017 - 10
Quality Progress - May 2017 - 11
Quality Progress - May 2017 - Field Notes
Quality Progress - May 2017 - 13
Quality Progress - May 2017 - 14
Quality Progress - May 2017 - 15
Quality Progress - May 2017 - Mind the Gaps
Quality Progress - May 2017 - 17
Quality Progress - May 2017 - 18
Quality Progress - May 2017 - 19
Quality Progress - May 2017 - 20
Quality Progress - May 2017 - 21
Quality Progress - May 2017 - 22
Quality Progress - May 2017 - 23
Quality Progress - May 2017 - Solid Footing
Quality Progress - May 2017 - 25
Quality Progress - May 2017 - 26
Quality Progress - May 2017 - 27
Quality Progress - May 2017 - 28
Quality Progress - May 2017 - 29
Quality Progress - May 2017 - Are These the Same?
Quality Progress - May 2017 - 31
Quality Progress - May 2017 - 32
Quality Progress - May 2017 - 33
Quality Progress - May 2017 - 34
Quality Progress - May 2017 - 35
Quality Progress - May 2017 - New Tricks for an Old Tool
Quality Progress - May 2017 - 37
Quality Progress - May 2017 - 38
Quality Progress - May 2017 - 39
Quality Progress - May 2017 - 40
Quality Progress - May 2017 - 41
Quality Progress - May 2017 - 42
Quality Progress - May 2017 - 43
Quality Progress - May 2017 - Innovation Imperative
Quality Progress - May 2017 - 45
Quality Progress - May 2017 - 46
Quality Progress - May 2017 - Career Coach
Quality Progress - May 2017 - 48
Quality Progress - May 2017 - 49
Quality Progress - May 2017 - Statistics Spotlight
Quality Progress - May 2017 - 51
Quality Progress - May 2017 - 52
Quality Progress - May 2017 - 53
Quality Progress - May 2017 - Standard Issues
Quality Progress - May 2017 - 55
Quality Progress - May 2017 - 56
Quality Progress - May 2017 - 57
Quality Progress - May 2017 - Marketplace
Quality Progress - May 2017 - 59
Quality Progress - May 2017 - Footnotes
Quality Progress - May 2017 - 61
Quality Progress - May 2017 - 62
Quality Progress - May 2017 - 63
Quality Progress - May 2017 - Back to Basics
Quality Progress - May 2017 - cover3
Quality Progress - May 2017 - cover4
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