PERFORMANCE

Discussion: Performance Improvement

Clearly, the criteria, discipline, and focus that underlie the Baldrige process have been key contributors to our daily improvements. The feedback we received … has been instrumental in providing a clear road map for the journey.

—Michael Murphy, CEO, 2007 Baldrige Award recipient, Sharp HealthCare

Incremental change is how a culture of continuous improvement creates a pattern of success. In the Discussion for Week 4, you examined an organization’s actions in relation to criteria of high reliability and recommended steps for improvement. This week, you will revisit your recommendations. LOOK INTO CALL CENTER PERFORMANCE IMPORVEMENTS

Resources:

Dupree, J. M., Neimeyer, J., & McHugh, M. (2014). An advanced look at surgical performance under Medicare’s hospital-inpatient value-based purchasing program: Who is winning and who is losing? Journal of the American College of Surgeons, 218(1), 1–7.

Note: Retrieved from the Walden Library databases

Lee, V.-H., & Ooi, K.-B. (2015). Applying the Malcolm Baldrige National Quality Award criteria: An approach to strengthen organisational memory and process innovation. Total Quality Management & Business Excellence, 26(11/12), 1373–1386.

Note: Retrieved from the Walden Library databases.

Peng, X., & Prybutok, V. (2015). Relative effectiveness of the Malcolm Baldrige National Quality Award categories. International Journal of Production Research, 53(2), 629–647.

Note: Retrieved from the Walden Library databases.

National Institute of Standards and Technology (NIST). (2014). Baldrige by sector: Health care. Retrieved from http://www.nist.gov/baldrige/enter/health_care.cfm

National Institute of Standards and Technology (NIST). (2015a). 2015–2016 Baldrige excellence framework (health care): A systems approach to improving your organization’s performance. Retrieved from http://www.nist.gov/baldrige/publications/hc_criteria.cfm

· Self-Analysis Worksheet (Word document)

National Institute of Standards and Technology (NIST). (2015c). Baldrige performance excellence program. Retrieved from http://www.nist.gov/baldrige/

Friese, C. R., Xia, R., Ghaferi, A., Birkmeyer, J. D., & Banerjee, M. (2015). Hospitals in ‘magnet’ program show better patient outcomes on mortality measures compared to non-‘magnet’ hospitals. Health Affairs, 34(6), 986–992.

Hospitals In ‘Magnet’ Program Show Better Patient Outcomes On Mortality Measures Compared To Non-’Magnet’ Hospitals by Friese, C.; Xia, R.; Ghaferi, A.; Birkmeyer, J.; Banerjee, M., in Health Affairs, Vol. 34/Issue 6. Copyright 2015 by Project Hope / Health Affairs Journal. Reprinted by permission of Project Hope / Health Affairs Journal via the Copyright Clearance Center.