ÿþ<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML xmlns:st1 = "urn:schemas-microsoft-com:office:smarttags" xmlns:o = "urn:schemas-microsoft-com:office:office"><HEAD><TITLE>Continuous Quality Improvement Training CQI Coaching Continuous Quality Improvement Healthcare</TITLE> <META http-equiv=Content-Type content="text/html; charset=unicode"> <meta name="description" content=" The Duffy Group specializes in Continuous Quality Improvement Training CQI Coaching Continuous Quality Improvement Healthcare CQI Coaching & Training" /> <meta name="keywords" content=" rfp, health care, consulting firm, grant, application, report, writing, request, proposal, strategic, planning, organizational, development, health care consulting, health care consulting firm, grant application, report writing, request for proposals, report writing, request for proposal writer, strategic care planning, strategic planning, request for proposal, primary health care, primary health care renewal, report application, report writing firm, report writing firm, proposal writer, program planning, grant application writer, Canadian health care consulting firm, Canadian report writer, Canadian report writing, Canadian request for proposal, health care project management, Canadian strategic health care planning, Canadian RFP, rural hospitals, small hospitals, Home care, Family Health Teams, national health care associations, Provincial health care associations, voluntary groups, organizations groups" /> <meta name="robots" content="index,follow" /> <meta name="revisit-after" content="14 days" /> <meta name="googlebot" content="index,follow" /> <meta name="author" content="MSH"> <STYLE type=text/css> <!-- .duffy {font-family: verdana, arial; font-size: 14; color:#000000; font-variant: small-caps;} .large li {font-family: verdana, arial; font-size: 14; color:#000000;} --> </STYLE> <STYLE><!-- font-family: verdana, arial; font-size: 11; color: #FFFFFF; --> </STYLE> <META content="MSHTML 6.00.6000.16915" name=GENERATOR><script type="text/javascript"> var _gaq = _gaq || []; _gaq.push(['_setAccount', 'UA-19262409-1']); _gaq.push(['_trackPageview']); (function() { var ga = document.createElement('script'); ga.type = 'text/javascript'; ga.async = true; ga.src = ('https:' == document.location.protocol ? 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Remember you can use this for other things, too document.write(stampdays[ thedate.getDay()] + ", " + stampmonths[ thedate.getMonth()] + " " + thedate.getDate() + ", " + thedate.getFullYear()); // end hiding script from old browsers --> </SCRIPT> <TD width="144" bgColor=#009999><FONT face=Arial color=#ffffff><STRONG><BR><A onmouseover="window.status='About The Duffy Group'; return true" title="Contact The Duffy Group" onMouseOut="window.status=' '" href="index.html"><FONT face=Verdana size=2>About The Duffy Group</FONT></A><BR><BR></STRONG><FONT face=Arial color=#ffffff><B><A onmouseover="window.status='Contact The Duffy Group'; return true" title="Contact The Duffy Group" onMouseOut="window.status=' '" href="contact.html"><FONT face=Verdana size=2>Contact Information</FONT>&nbsp; </A><BR><FONT face=Arial color=#ffffff><B><BR><A onmouseover="window.status='RFP and Granting'; return true" title="RFP and Grant Applications" onMouseOut="window.status=' '" href="rfp.html"><FONT face=Verdana size=2>RFP and Grant&nbsp;Applications</FONT></A><BR></B><B><BR></B><B><A onmouseover="window.status='Position Papers and Reports - The Duffy Group'; return true" title="Position Papers and Reports" onMouseOut="window.status=' '" href="reports.html"><FONT face=Verdana size=2>Position Papers and Reports</FONT></A><BR></B><FONT face=Verdana size=2>&nbsp;<BR></FONT><STRONG><A onmouseover="window.status ='Strategic Planning - The Duffy Group'; return true" title="Strategic Planning" onMouseOut="window.status=' '" href="stratplan.html"><FONT face=Verdana size=2>Strategic Planning</FONT></A><FONT face=Verdana size=2> <BR><BR></FONT><A onmouseover="window.status='Project Management - The Duffy Group'; return true" title="Project Management" onMouseOut="window.status=' '" href="projm.html"><FONT face=Verdana size=2>Project Management</FONT> </A><FONT face=Verdana size=2><BR><BR></FONT><A onmouseover="window.status='Program Reviews - The Duffy Group'; return true" title="Program Reviews" onMouseOut="window.status=' '" href="progrev.html"><FONT face=Verdana size=2>Program Reviews</FONT> </A><FONT face=Verdana size=2><BR><BR></FONT><A onmouseover="window.status ='Resources and Links - The Duffy Group'; return true" title="Resources and Links" onMouseOut="window.status=' '" href="resources.html"><FONT face=Verdana size=2>Resources and Links</FONT></A> <BR><BR><BR> <P align=right><SPAN style="FONT-SIZE: 7pt; FONT-FAMILY: Verdana"><BR><FONT color=#ffffff><BR><BR><BR><BR><BR><BR><BR><BR><BR><BR><BR><BR><BR><BR><BR><BR> 21210 McLean Line, RR#1<BR><ST1:PLACE w:st="on"><ST1:CITY w:st="on">Wardsville</ST1:CITY>, <ST1:STATE w:st="on">ON</FONT></SPAN><SPAN style="FONT-SIZE: 7pt; FONT-FAMILY: Verdana"><BR><FONT color=#ffffff>Canada</FONT></SPAN><FONT color=#ffffff><SPAN style="FONT-SIZE: 7pt; FONT-FAMILY: Verdana"> N0L 2N0<BR><O:P></O:P></SPAN></FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; TEXT-ALIGN: right" align=right><SPAN style="FONT-SIZE: 7pt; FONT-FAMILY: Verdana"><O:P></O:P><FONT color=#ffffff></FONT></SPAN> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; TEXT-ALIGN: right" align=right><FONT color=#ffffff><SPAN style="FONT-SIZE: 7pt; FONT-FAMILY: Verdana">Tel:<SPAN style="mso-spacerun: yes">&nbsp; </SPAN>(519) 785-0276<O:P></O:P></SPAN> </FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; TEXT-ALIGN: right" align=right><FONT color=#ffffff><SPAN style="FONT-SIZE: 7pt; FONT-FAMILY: Verdana">Fax:<SPAN style="mso-spacerun: yes">&nbsp; </SPAN>(519) 785-3037<O:P></O:P></SPAN> </FONT> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; TEXT-ALIGN: right" align=right><SPAN style="FONT-SIZE: 7pt; FONT-FAMILY: Verdana"><O:P></O:P><FONT color=#ffffff></FONT></SPAN> <P class=MsoNormal style="MARGIN: 0in 0in 0pt; TEXT-ALIGN: right" align=right><SPAN syle="FONT-SIZE: 7pt; FONT-FAMILY: Verdana"><FONT color=#000000><BR><FONT color=#ffffff size=1 FONT-FAMILY: Verdana><A href="mailto:info@theduffygroup.ca">Email The Duffy Group</A><BR></FONT></SPAN></P></STRONG></FONT></FONT></FONT></TD> <TD><FONT face=Verdana color=#009999 size=4><STRONG>Quality, Organizational Excellence and Process Improvement<BR><BR></STRONG></FONT><FONT color=#000000 size=3><FONT face=Verdana size=2>The pursuit of organizational excellence, often expressed in terms of &#39;<I style="mso-bidi-font-style: normal">continuous quality improvement&#39;</I>, is on the &#39;<I style="mso-bidi-font-style: normal">radar screen</I>&#39; of companies in virtually every sector of the economy across <st1:country-region w:st="on"><st1:place w:st="on">Canada</st1:place></st1:country-region>.<SPAN style="mso-spacerun: yes">&nbsp;&nbsp; </SPAN>Regardless of the quality or business excellence framework or certification your organization has chosen to pursue, (e.g., ISO 9001:2000, <st1:PersonName w:st="on">National Quality Institute</st1:PersonName>&#39;s Progressive Excellence Program for Quality and/or a Healthy Workplace, and Accreditation Canada) we&#39;ve had the occasion to observe in our work (with a diverse array of for-profit and not-for-profit clients of all sizes) that many find it challenging to demonstrate what quality actually looks like <I style="mso-bidi-font-style: normal">&#39;on the ground&#39;</I> and <I>&#39;to prove it&#39;</I> to key stakeholders and funders.<SPAN style="mso-spacerun: yes">&nbsp;&nbsp;<BR><BR> <P><FONT face=verdana color=#000000 size=2>We can help introduce you to some practical tools that will support your organization&#39;s quality improvement and business excellence journey, in particular:<BR><BR> <UL> <LI>Mapping-out key processes in order to demonstrate how work flows throughout your organization and provide a focal point from which to analyze opportunities for improvement; <LI>Identifying, measuring and closing quality gaps; <LI>Measuring key organizational processes; <LI>Displaying data in a variety of formats; and <LI>Formulating action-oriented process improvement plans that help maintain the closure of quality gaps. </LI></UL><STRONG>Worth Noting<BR><BR><FONT face=Arial color=#000000 size=2> <DIV> <CENTER> <TABLE borderColor=#009999 cellSpacing=9 cellPadding=4 width=400 bgColor=#ffffff border=1> <TBODY> <TR vAlign=top> <TD bgColor=#009999><FONT face=Arial color=#ffffff size=2> <DIV align=justify><FONT face="Times New Roman" size=3>&quot;<I>Home care providers must know how to effectively manage the data collected through the various technological applications.&nbsp; Converting data to knowledge and using that information to improve home care services is tested through the competitive process&quot;. </I></FONT> <P align=right><FONT face=Verdana size=2><A href="https://www.homecareontario.ca">Ontario Home Care Association</A> in <A href="http://www.homecareontario.ca/public/docs/publications/position%20papers/2008/ohca-competing-for-quality.pdf" target="resource window">Competing for Quality...what does it mean?</A></P> </DIV></TD></TR></TBODY></TABLE></CENTER></DIV></FONT><BR></SPAN></SPAN></FONT> <DIV align=justify><BR></DIV><FONT face=verdana color=#000000 size=2><STRONG>Defining Quality</STRONG> <BR></FONT><FONT face=verdana color=#000000 size=2>Quality is variously defined from organization to organization; here&#39;s one coined by Canada&#39;s <A href="https://www.nqi.ca" target="resource window"><FONT color=#000000>National Quality Institute</FONT></A> (NQI)&nbsp;that frames and provides context for a particularly effective approach to organizational excellence and process management: <BR><BR> <DIV align=center> <P><FONT face=verdana color=#000000 size=2><STRONG><I>&quot;Quality is meeting or exceeding the customer&#39;s agreed <BR>upon requirements at the lowest cost, first time, every time.&quot;</STRONG> <DIV align=left><FONT face=verdana color=#000000 size=2> <P>It actually allows one to assess whether quality has been achieved or not. The concept at the centre of this definition is the axiom what gets measured is more apt to be improved!</P> <P>Deconstructing the key concepts:<FONT color=#000000><FONT face=Verdana><FONT color=#000000> </FONT></FONT></P></DIV> <DIV align=left><FONT face=verdana color=#000000 size=2><SPAN> <UL> <LI><STRONG><I>&#39;Customer&#39;</I></STRONG> refers to those to whom an output (i.e., a product, service or information) is supplied. <I>&quot;Customers can be either internal (those within the organization who receive the products and services you produce) or external (those who make use of the final product or service).&quot;</I> <LI><STRONG><I>&#39;Agreed requirements&#39;</I></STRONG> are the promises made to customers. <LI><STRONG><I>&#39;Meeting or exceeding&#39;</I></STRONG> the former means that the product, service or information looks and behaves exactly as promised and the latter means giving customers more than they knew they wanted. <LI><STRONG><I>&#39;At the lowest cost&#39;</I></STRONG> means that no time, effort or materials are lost or wasted in the delivery of the product or service so that the company&#39;s profits are maximized, or, in the case of non-profit organizations, so that service can be provided within the funds allocated. <LI><STRONG><I>&#39;First time every time&#39;</I></STRONG> means getting it right 100% of the time. Doing things right means no failures&nbsp;- zero defects&nbsp;- which in turn means no need to correct mistakes. This eliminates costly re-work. </LI></UL></SPAN></FONT></DIV> <DIV align=left><FONT face=verdana color=#000000 size=2> <P><B>Quality as a Process</B><BR>As NQI, a global leader in promoting and building business excellence points out, achieving quality is as much about the process as it is about the outcome thus, it&#39;s important not to forget the fact that achieving quality is an on-going undertaking. They define a process as:&nbsp; &quot;...<B><I>a series of definable, repeatable and measurable steps which transform some input from a supplier into a useful result, or output, for an internal or external customer&quot;. </I></B></P><FONT face=verdana color=#000000 size=2> <P>Deconstructed, a process is:<BR><BR></P> <UL> <LI><I><B>&#39;Definable&#39;</B></I>, in that it can be described and documented; <LI><I><B>&#39;Repeatable&#39;</B></I>, in that it should produce the same results; <LI><I><B>&#39;Measureable&#39;</B></I>, either the whole process or each step is measurable;</LI></UL>And with regard to: <UL> <LI><I><B>&#39;Input&#39;</B></I>, the raw materials or information used to start the process, e.g., the information provided or whatever launched your process; <LI><I><B>&#39;Supplier&#39;</B></I>,&nbsp;the person or group (internal or external) who supplies the input; <LI><I><B>&#39;Output&#39;</B></I>, the result of the process; and <LI><I><B>&#39;Customer&#39;</B></I>, the consumer or user of the output. </LI></UL><FONT face=verdana color=#000000 size=2><B>Want to learn more?</B><BR><FONT face=verdana color=#000000 size=2> Process improvement training and coaching is carried out under the aegis of&nbsp;<A href="http://www.catilyst.com" target="resource window"><FONT color=#000000>Catilyst Performance Partners</FONT></A> (Catilyst) who are experts in the field. A strategic partner of the <A href="https://www.nqi.ca" target="resource window"><FONT color=#000000>National Quality Institute</FONT></A><FONT color=#000000>,</FONT> <FONT face=Verdana size=2>Catilyst is dedicated to generating sustained performance excellence through effective planning, implementation, monitoring, and continuous improvement using proven quality and management models, approaches and techniques.&nbsp; <P><FONT face=Verdana size=2>Catilyst assists private and public sector organizations of all sizes and in all sectors of the economy in obtaining: NQI certifications for Quality and/or a Healthy Workplace; the coveted Canada Award for Excellence; and registrations to both national and international management systems standards, e.g., Six Sigma, Lean, and ISO 9001:2000.</SPAN></FONT></P></DIV></FONT></SPAN></DIV></TD></TR> <TR vAlign=top> </TR></TBODY></TABLE> <DIV></DIV> <p align="center" class="MsoNormal">&nbsp;</p> <p align="center" class="MsoNormal"> <span style="font-size:9.0pt;font-family:&quot;Arial&quot;,&quot;sans-serif&quot;"> <a href="http://www.theduffygroup.ca/projm.html"><span style="color:windowtext"> Continuous Quality Improvement Training</span></a> | <a href="http://www.theduffygroup.ca/rfp.html"><span style="color:windowtext"> CQI Coaching</span></a> | <a href="http://www.theduffygroup.ca/projm.html"> <span style="color:windowtext">Continuous Quality Improvement Healthcare</span></a> | <a href="http://www.theduffygroup.ca/rfp.html"><span style="color:windowtext"> CQI Coaching &amp; Training</span></a><o:p></o:p></span></p> <p>&nbsp;</p> <p>&nbsp;</p> <p>&nbsp;</p> </BODY></HTML>