Tackling Change

A Toolkit for Quality Process Improvement


Step 3:

Scope your problem


Key Point

There are only 24 hours in a day; you need to tackle something manageable!

  • Define the scope of work — what part of the process and what population will you work on first?

    • What is your start and end point in the process you want to improve?

      • Example: Wait time as measured from arrival in department to departure is different than wait time as measured from time to room to time to see the doctor.

      • Start with a segment that you think will be easiest to impact — a particularly flexible MD, or less complex patient population, or a well-functioning unit. Set yourself up for success by picking a place you can have success.

  • Draft a SMART aim.

    • Specific: Who will do what?

    • Measureable: Defined by specific quantitative parameters

    • Actionable: What will actually be done

    • Realistic: Fits into real-world work

    • Time Bound: How long will it take to accomplish?

  • Once you think you are ready to implement change, submit your project for review by the Quality Improvement Review Committee here.

  • Make sure you have a team that represents the different people or departments that impact (or are impacted by) the process you want to improve.

    • Use the Communication Plan Worksheet to think through who needs to be involved in the project and who you need to communicate change to.

    • While your core working team should be compact (no more than 10), it is critical to keep other staff in other departments impacted by the change in the loop — no one like to be taken by surprise!

  • Create a plan to introduce project to executives, managers, and staff.

  • Consider how people currently receive information — email, in person, meetings — to identify what works best for key stakeholders.

  • Do you need help with this step? Drop us an email at QualityQuestions@upmc.edu and Wolff Center staff will be happy to help you.

Step 3: Editable Tools

Back Home