INTRODUCTION This initial report will help guide your understanding of tools used in the define and measure phases

INTRODUCTION

This initial report will help guide your understanding of tools used in the define and measure phases of the DMAIC model when undertaking a quality improvement project. The information and insights gained from completing the initial report will be used in Tasks 2 and 3. You must also create a process flowchart, perform a cost-benefit analysis, and complete a project charter as part of this task.

SCENARIO

You are a healthcare administrator at Shelbyville Medical Center, a high-functioning level 1 trauma center. You and the organization’s continuous quality improvement (CQI) team are accountable for implementing an improvement project using the define, measure, analyze, improve, control (DMAIC) model. During the define and measure phases, Shelbyville’s CQI team brings a recent customer satisfaction report called the “Voice of the Customer” (VOC) survey to the organization’s attention. The report highlights several opportunities that must be addressed. In response to the survey results, the CQI team conducts interviews with staff members from various departments. Your assignment is to identify processes that need to be improved in response to the VOC survey and define metrics to measure improvement over time.