Chapter  1  The Business Case for Quality
_{Mandate for Improvement
Value Proposition: How Does Quality Relate to Performance?
How Do Organizations Measure the Value Proposition?
Measurement Is the Key to Performance Incentives
The Marketplace Wins in the End
Discussion Questions
References
Additional Resources
Appendix 1.1: CM S Physicians Quality Reporting Initiative ( PQRI) Measures}
Chapter  2  Teams in Healthcare Performance Improvement
_{Teamwork Is Key for Improving Performance
Choosing a Project
Team Development
Application of the Team Approach
Steps in Creating Teams
Team Selection
Teamwork Tools
Discussion Questions
Reference
Additional Resources}
Chapter  3  Process Tools
_{All Work Consists of Processes
What Is the Value Proposition?
Process Analysis Toolkit
Application of Improvement Tools
Summary
Discussion Questions
Additional Resources}
Chapter  4  Medical Informatics and Information Resources for Quality Improvement
_{What Is Medical Informatics and Why Is It Important?
Types of Measurement Systems
Microsystem Data
Medical Record Systems
Analysis Packages
Summary
Discussion Questions
References
Additional Resources
Appendix 4.1: CAHPS Survey for Pediatric Primary Care
Appendix 4.2: Sou rces for Benchmarking Data and Operational Definitions
Appendix 4.3: Resource-Based Relative Value System}
Chapter  5  Essentials of Statistical Thinking and Analysis
_{Art and Science of Statistical Thinking
Statistical Process Control Puts Statistical Thinking Into Practice
SPC Basics
Control Chart: Shewhart’s Genius
Types of Control Charts
Choosing and Using Continuous Variable Charts
Limitations of SPC and “Bumps in the Road”
Analysis Packages for SPC
Approaches to Refining SPC Analyses
Barriers to Implementation of SPC
Advanced Statistical Tools
Discussion Questions
References
Additional Reading}
Chapter  6  Approaches to Improvement – Standardization and Lean Process Management
_{Standardization: Is It Really a “Four-Letter Word"?
Principles of Lean Management
Lean Improvement Cycle
The Lean Toolbox
Application of Standardization: Clinical Practice Guidelines
Summary
Discussion Questions
References
Additional Reading
Lean Glossary and Concepts}
Chapter  7  Six Sigma – Principles and Applications in Health Care
_{Six Sigma: Tool for Process Effectiveness
History of Six Sigma
Basics of Six Sigma: Statistical Background
Six Sigma Metrics
Six Sigma Improvement Model (SSIM)
Voices of Six Sigma
Gauge Repeatability and Reproducibility
DMAIC: The Six Sigma Improvement Model
Design For Six Sigma: Starting Right
Discussion Questions
Additional Resources
References
Six Sigma Glossary}
Chapter  8  Alignment and Integration of Performance Improvement Systems – the Malcolm Baldrige National Quality Award
_{History and Background
Baldrige Organizational Structure
Baldrige Award Process
Baldrige Core Values
Baldrige Criteria: Basis for Evaluation
Structure of a Baldrige Application
Healthcare Recipients 2002–2008
Conducting a Self-Assessment
Summary
Discussion Questions
Reference
Baldrige Award Glossary}