Читать книгу The Quality Improvement Challenge - Richard J. Banchs - Страница 80

From the Voice of the Customer, the CTQs can be developed using a tree diagram. The CTQ tree is a diagram‐based tool used to organize identified specifications of an outcome’s attributes and requirements that the customer expects.

A tree diagram provides the clarity and structure needed to develop CTQs and focus our improvement efforts. To create a CTQ tree, follow these six steps:

1 Define the customer. First, find the customer of your process.

2 Get the Voice of the Customer. Use interviews, surveys, or any other means to get the customer’s needs and expectations. Record the VOC statements. Make sure you write down the attributes and requirements of each outcome they expect.

3 Aggregate the VOC statements into families with similar meaning. Combine the statements from the VOC according to categories or topics. Group ideas or statements with similar meaning. Topic categories could be: “expectations of the clinic environment”; “quality of clinical care”; “staff and physician interaction”; “the registration process” and so on. You may want to repeat these steps for each customer segment.

4 For each family, create the drivers. For each family or group of statements, create the “drivers” or single word or short sentence that defines the group. Ask yourself, “What do all these statements have in common? What attributes or requirements of the outcome are customers referring to?” Use the word or sentence that best describes the idea.

5 Develop the specifications or CTQs. For each driver or group of statements, drill down to the specifics. What does the driver mean to the customer (patient, staff, provider)? What are the technical characteristics? How can it be measured? What are the specifics? How can you operationalize it in the clinical setting? Identify one or more specific and measurable characteristics for each driver, that the process must satisfy to provide the high‐quality care or level of service the customer expects. You may need to go back to the patients or customer groups and clarify the exact meaning and specifics for each driver.

6 Validate the CTQ tree. Validate the CTQs (attributes and requirements) with the customer. Ask the customers if this is what they mean and ask them if they agree with your characterization of their needs and expectations.

Once you and your team create the CTQ requirements, you will have a better chance to define metrics and focus the QI project on specifics. Project metrics are key to evaluating the success of the project in meeting the patient or customer’s expectations.