Lean Six Sigma for the Healthcare Practice

Roderick A. Munro

Description

This book is for those in healthcare practices whose customers/payers may be encouraging or requiring them to use Lean Six Sigma in the workplace, or to simply improve the way healthcare is being provided. The book is intended to be a basic, easy-to-read, quick and handy reference to the process improvement topics that are so important in healthcare. The first seven sections of the book cover the basics of Lean Six Sigma (“What is Lean Six Sigma?” through a “Lean Six Sigma Road Map for the Practice”) and how it can be applied and implemented in the Practice. The remainder of the pocket guide gives a brief description of the various tools and methodologies used in Lean Six Sigma. Each discussion has purposefully been kept short and simple to allow for basic understanding. Also included are tips of how or when to use the tool.

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Total Quality Management
• Healthcare
• Gestion et management
• Health care
• Economics

Informations

• Publié par: ASQ Quality Press
• Date de parution: 04 décembre 2008
• Nombre de lectures: 0
• EAN13: 9780873891578
• Langue: English
• Poids de l'ouvrage: 4 Mo

Extrait

Lean Six Sigma for the Healthcare Practice A Pocket Guide

Also available from ASQ Quality Press:

The Certified Six Sigma Green Belt Handbook Roderick A. Munro, Matthew J. Maio, Mohamed B. Nawaz, Govindarajan Ramu, and Daniel J. Zrymiak

Six Sigma for the Office: A Pocket Guide Roderick A. Munro

Six Sigma for the Shop Floor: A Pocket Guide Roderick A. Munro

Automotive Internal Auditor Pocket Guide: Process Auditing to ISO/TS 16949:2002 Roderick A. Munro

The Certified Six Sigma Black Belt Handbook,Second Edition T. M. Kubiak and Donald W. Benbow

Applied Statistics for the Six Sigma Green Belt Bhisham C. Gupta and H. Fred Walker

Statistical Quality Control for the Six Sigma Green Belt Bhisham C. Gupta and H. Fred Walker

5S for Service Organizations and Offices: A Lean Look at Improvements Debashis Sarkar

The Executive Guide to Understanding and Implementing Lean Six Sigma: The Financial Impact Robert M. Meisel, Steven J. Babb, Steven F. Marsh, and James P. Schlichting

Transactional Six Sigma for Green Belts: Maximizing Service and Manufacturing Processes Samuel E. Windsor

Defining and Analyzing a Business Process: A Six Sigma Pocket Guide Jeffrey N. Lowenthal

The Certified Manager of Quality/Organizational Excellence Handbook, Third Edition Russell T. Westcott, editor

To request a complimentary catalog of ASQ Quality Press publications, call 8002481946, or visit our Web site at http://qualitypress.asq.org.

Lean Six Sigma for the Healthcare Practice A Pocket Guide

Roderick A. Munro, PhD

ASQ Quality Press Milwaukee, Wisconsin

American Society for Quality, Quality Press, Milwaukee 53203 © 2009 by ASQ All rights reserved. Published 2009 Printed in the United States of America 15 14 13 12 11 10 09 5 4 3 2 1

Library of Congress CataloginginPublication Data Munro, Roderick A.  Lean Six Sigma for the healthcare practice : a pocket guide / Roderick A. Munro.  p. cm.  Includes bibliographical references and index.  ISBN 9780873897600 (soft cover, spiral bound : alk. paper)  1. Six sigma (Quality control standard) —Handbooks, manuals, etc. 2. Medical care—Quality control—United States—Statistical methods— Handbooks, manuals, etc. I. Title.  [DNLM: 1. Health Services Administration—Handbooks. 2. Quality Assurance, Health Care—Handbooks. 3. Efficiency, Organizational— Handbooks. W 49 M968L 2009]  RA399.A3M66 2009  362.1068—dc22 2009000930

ISBN: 9780873897600 No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Publisher: William A. Tony Acquisitions Editor: Matt T. Meinholz Project Editor: Paul O’Mara Production Administrator: Randall Benson ASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through learning, quality improvement, and knowledge exchange.

Attention Bookstores, Wholesalers, Schools, and Corporations: ASQ Quality Press books, videotapes, audiotapes, and software are available at quantity discounts with bulk purchases for business, educational, or instructional use. For information, please contact ASQ Quality Press at 8002481946, or write to ASQ Quality Press, P.O. Box 3005, Milwaukee, WI 532013005. To place orders or to request a free copy of the ASQ Quality Press Publications Catalog, including ASQ membership information, call 8002481946. Visit our Web site at www.asq.org or http://www.asq.org/qualitypress. Printed in the United States of America

 Printed on acidfree paper

This book is dedicated to the Quality Improvement Coaches (QICs) and Primary Care Providers (PCPs) in Michigan who have embarked on the Improving PerformanceinPractice(IPIP)process.

The State of Michigan has combined the reportingrequirementsofthePatient CenteredMedicalHomeandthenational IPIP into one reporting process to reduce redundancy and to focus more on improvements in healthcare quality.

Most especially to the many overloaded, stressedout healthcare professionals who may feel that they can not take on one more task or new patient. The methodologies and tools found in this book will help you.

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Contents

Acronym List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . Suggested Use of This Book. . . . . . . . . . . . . . . . . The DMAIC Matrix Guide. . . . . . . . . . . . . . . . . . .

What Is Lean Six Sigma? . . . . . . . . . . . . . . . . . . .

Your Role in Lean Six Sigma . . . . . . . . . . . . . . . .

What Is Variation? . . . . . . . . . . . . . . . . . . . . . . . . Things You Might Be Involved With. . . . . . . . . . The DMAIC Model . . . . . . . . . . . . . . . . . . . . . . . .

Teams. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The Lean Six Sigma Road Map for the Practice . . . . . . . . . . . . . . . . . . . . . . . . . . . Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7S . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

vii

xi xiii xv xix 1 5 11 17 25 29 41

47 49 53 53

viii Table of Contents

Advanced Practice Quality Planning (Healthcare APQP) . . . . . . . . . . . . . . . . . . . Auditing (Sampling, Sampling Plans) . . . . . . Benchmarking . . . . . . . . . . . . . . . . . . . . . . . . . Brainstorming . . . . . . . . . . . . . . . . . . . . . . . . . Business Operating System (BOS) for Healthcare Organizations . . . . . . . . . . . . . CauseandEffect Diagram (Fishbone Diagram, Ishikawa Diagram) . . . . . . . . . . Check Sheets . . . . . . . . . . . . . . . . . . . . . . . . . . Continual Improvement (Kaizen, Kaizen Events) . . . . . . . . . . . . . . . . . . . . . . Cost–Benefit Analysis (Cost of Quality, Quality Cost, Cost of Poor Quality, Return on Investment) . . . . . . . . . . . . . . . Cycle Time Analysis . . . . . . . . . . . . . . . . . . . . . Failure Mode and Effects Analysis. . . . . . . . . Flowchart (Flow Map, Process Map, Current State/Could Be/Should Be Map). . . . . . . . . . . . . . . . . . . . . . . . . . . . Histogram . . . . . . . . . . . . . . . . . . . . . . . . . . . . Kanban (Wait Time, Patient Pull Through). . . . . . . . . . . . . . . . . . . . . . . . . . . Lessons Learned . . . . . . . . . . . . . . . . . . . . . . . Management Involvement . . . . . . . . . . . . . . . Measurement Systems Analysis (MSA) . . . . . MistakeProofing (ErrorProofing, PokaYoke) . . . . . . . . . . . . . . . . . . . . . . . . . Pareto Chart. . . . . . . . . . . . . . . . . . . . . . . . . . . PDSA Cycle (Plan–Do–Study–Act) . . . . . . . . . Practice Strategy (Future State) Project Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . Problem Solving . . . . . . . . . . . . . . . . . . . . . . .

58 62 66 71

76

79 84

89

93 98 101

113 118

122 124 126 129

133 136 141

145 148

Table of Contentsix

Process Behavior Charts (Statistical Process Control) . . . . . . . . . . . . . . . . . . . . . Process Identification . . . . . . . . . . . . . . . . . . . Process Improvement (PI) . . . . . . . . . . . . . . . . Run Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Scatter Diagram. . . . . . . . . . . . . . . . . . . . . . . . SIPOC Diagram. . . . . . . . . . . . . . . . . . . . . . . . . Standard Operating Procedures (SOPs) . . . . Standardization (SDCA—Standardize– Do–Check–Adjust) . . . . . . . . . . . . . . . . . . . Systems Thinking. . . . . . . . . . . . . . . . . . . . . . . Team Meetings (Huddles) . . . . . . . . . . . . . . . Teams (Employee Involvement, Improvement, SelfDirected) . . . . . . . . . . Value Analysis . . . . . . . . . . . . . . . . . . . . . . . . . Value Stream Map (VSM) . . . . . . . . . . . . . . . . Variation Reduction . . . . . . . . . . . . . . . . . . . . Visual Controls, Aids . . . . . . . . . . . . . . . . . . . . Voice of the Customer (Patient Feedback) . . . . . . . . . . . . . . . . . . . . . . . . . . Walkaround/Walkthrough/Waste Walk . . . . References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

152 158 160 163 166 170 173

175 177 181

185 192 195 199 202

204 207 211 217