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  1. Watch the Good First Step to Any Improvement Project video: http://www.ihi.org/education/IHIOpenSchool/resources/Pages/Activities/GoodFirstStepToAnyImprovementProject.aspx
  2. Analyze the case in terms of the following general principles from Chapter 16 that apply to process improvement methods (5 paragraphs) Compose your paper in MS Word.
    • Good performance means meeting the needs of the customer.
    • An organization is a system of interacting processes or sequences of events.
    • Improvement in performance is achieved by improving processes.
    • Engaging those who participate directly in the processes is central to improving those processes.
    • Improvement can be achieved only through the commitment of the senior leaders of the organization.
  3. Answer this additional questions (1 paragraph):
    • Do you think people in health care are still skeptical about quality improvement? Why or why not?
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