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Index
Praise
Title Page
Copyright Page
Foreword
PREFACE
Second Edition
Acknowledgements
THE AUTHORS
Introduction
Why Take the Initiative?
How Is This Book Different?
Structure of the Book
How to Read the Book
PART ONE - INTRODUCTION TO IMPROVEMENT
CHAPTER ONE - CHANGES THAT RESULT IN IMPROVEMENT
Principles of Improvement
The Model for Improvement
Key Points from Chapter One
CHAPTER TWO - SKILLS TO SUPPORT IMPROVEMENT
Supporting Change with Data
Developing a Change
Testing a Change
Implementing a Change
Spreading Improvements
The Human Side of Change
Key Points from Chapter Two
CHAPTER THREE - IMPROVEMENT CASE STUDIES
Case Study 1: Improving the Morning Meeting
Case Study 2: Improving Service in a Dental Office
Case Study 3: Improving Methods for Teaching Biology
Case Study 4: Contamination in Shipping Drums
Case Study 5: Reducing Energy Use in School
Key Points from Chapter Three
PART TWO - METHODS FOR IMPROVEMENT
CHAPTER FOUR - THE SCIENCE OF IMPROVEMENT
Profound Knowledge
Milestones in the Development of Profound Knowledge
Key Points from Chapter Four
CHAPTER FIVE - USING THE MODEL FOR IMPROVEMENT
What Are We Trying to Accomplish?
How Will We Know That a Change Is an Improvement?
What Changes Can We Make That Will Result in Improvement?
The Plan-Do-Study-Act Cycle
Using the Cycle to Build Knowledge
Key Points from Chapter Five
CHAPTER SIX - DEVELOPING A CHANGE
Some Typical Problems in Developing Changes
Reactive Versus Fundamental Change
Theory for Change
Methods for Developing Fundamental Change
Key Points from Chapter Six
CHAPTER SEVEN - TESTING A CHANGE
Applying the Science of Improvement to Testing
Principles for Testing a Change
Designs for Testing a Change
Strategies for Testing
Key Points from Chapter Seven
CHAPTER EIGHT - IMPLEMENTING A CHANGE
Testing a Change
Implementing a Change
Implementation as a Series of Cycles
Implementing Changes to Achieve and Maintain Improvement
The Social Aspects of Implementing a Change
Key Points from Chapter Eight
CHAPTER NINE - SPREADING IMPROVEMENTS
A Framework for Spread
Phase for Organizational Readiness for Spread
Phase for Developing an Initial Spread Plan
Phase for Executing and Refining the Spread Plan
Key Points from Chapter Nine
CHAPTER TEN - INTEGRATING METHODS FOR THE IMPROVEMENT OF VALUE
Eliminating Quality Problems
Reducing Costs While Maintaining or Improving Quality
Expanding the Expectations of Customers to Increase Demand
Developing an Environment Conducive to the Improvement of Value
Key Points from Chapter Ten
CHAPTER ELEVEN - IMPROVING LARGE OR COMPLEX SYSTEMS
Project Setup and Management
Understanding the System and Developing High-Impact Changes
Testing and Learning Systems
Key Points from Chapter Eleven
CHAPTER TWELVE - CASE STUDIES OF IMPROVEMENT EFFORTS
Case Study 1: Reducing the Occurrence of No-Fault-Found Components
Case Study 2: Improving the Drill Process
Case Study 3: Reducing Infection and Mortality Rates in a Pediatric Intensive ...
Case Study 4: Improving Safety at a Manufacturing Plant
Progressive Discipline System
Other Areas of Improvement
Summary of Results
Case Study 5: Improving the Credentialing Process at CareOregon
Case Study 6: Improving Sales at a Specialty Chemical Company
Key Points from Chapter Twelve
PART THREE - IMPROVING VALUE AS A BUSINESS STRATEGY
CHAPTER THIRTEEN - MAKING THE IMPROVEMENT OF VALUE A BUSINESS STRATEGY
Building the System of Improvement
Key Points from Chapter Thirteen
CHAPTER FOURTEEN - DEVELOPING IMPROVEMENT CAPABILITY
Developing Improvement Capability in the Workforce
Organization to Support the Focus on Improvement
Development of Other Capabilities
Key Points from Chapter Fourteen
Sample Agendas for Getting Started, Sponsors, and Improvement Advisors
Development of Internal Improvement Advisors: Topical Agenda
APPENDIXES
Notes
Index
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