Table of Contents

1. Leaders' Guide
   1. High Level Overview of CQI Thought Process
2. Methods
   1. The Model for Improvement
      1. The PDSA Cycle
   2. Choosing a Process to Work On
   3. Developing an Aim Statement
   4. Acquiring Customer Knowledge
   5. Measurement
      1. Types of Measures
      2. Operational Definitions
   6. Data Collection Plan
   7. Sampling in Quality Improvement
   8. Selecting and Implementing Changes
3. Tools
   1. Flowcharts
   2. Cause-and-Effect Diagram
   3. Run Charts
   4. Control Charts
   5. Affinity Diagram
   6. Consensus Decision-making Tools
      1. Brainstorming
      2. Nominal Group Technique
      3. Multiple Voting
      4. Rank Ordering
      5. Structured Discussion
   7. Force Field Analysis
   8. Tree Diagram
   9. Scattergram or Scatterplot
   10. Histogram (Frequency Distribution)
   11. Pareto Chart
   12. Interrelationship DiGraph
   13. Creativity Tools
   14. Random Audits
4. Teams and Other Human Factors
   1. Developing a Team
   2. Using the Seven Step Agenda
   3. Team Meeting Roles
   4. Facilitation
      1. Spectrum of Intervention
      2. Facilitator Intervention Definitions
      3. Team Meeting Observation Form
   5. Meeting Guidelines
   6. The Cultural Side of Change
   7. The Human Side of Change
   8. Patient and Family-Centered Care
   9. Spread: Widening the Adoption
   10. Holding the Gains
5. Philosophy
   1. Deming's 14 Points
   2. Deming's System of Profound Knowledge
   3. Deming's Five Deadly Diseases
6. Definitions
   1. Benchmarking
   2. Best Practices
   3. Bundles
   4. Checklists
   5. Clinical Paths, Protocols, & Algorithms
   6. Evidence-based Practice
   7. FMEA
   8. Order Sets
   9. Reliability Theory
   10. Toolkits