By Laura Tafoya

Objective: Deliver results that are better today than they were yesterday

CQI is the key to managing and improving quality for external and internal customers

1.) information goes to management

2.) information is reviewed, root causes and best approach determined

3.) plan of action developed

4.) progress is measured periodically

Step 1

Assign responsibility

Leaders establish responsibilities for quality improvement and set priorities.

Example: Making the receiving clerk responsible for ensuring the quality of food received in a restaurant.

Managers set quality standards based on assessments.

Step 2Delineate Scope of Service

Identify key functions

Key functions are functions that have the greatest impact on quality.

Focus is to understand and improve the key functions of each department.

Example: Key functions of the receiving department in a restaurant are checking purchase orders against merchandise received, receiving merchandise in a timely manner, and properly storing received merchandise.

Step 3 Identify Important Aspects of Products and Services

Choose subjects for ongoing monitoring

Key functions, procedures, processes, services, products

Affect a large number of customers

Reduces risk of customer dissatisfaction

May cause hassles for internal/external customers

Example: Process of checking invoices against what is actually received in the receiving department of a restaurant

Step 4

Identify Indicators

Indicators measure the quality of products and services

Relate to products, services, and experiences

Compare quality of products and services against an established standard

Example: Requiring the receiving clerk to achieve 95% accuracy on ensuring the correct merchandise was delivered

Step 5 Establish Thresholds for Evaluation

Thresholds help determine if an intensive evaluation of a key function or process is needed

Each threshold is related to an indicator

Acceptable level of performance

Example: Checking in a delivery in 30 minutes is an acceptable level of performance

Step 6

Collect and Organize Data

Data collected from monitoring efforts

Data used to identify problems in each department

Action items developed when current state doesn’t meet ideal

Action items implemented to close gap between ideal and existing state

Step 7 Initiate the Evaluation

Each department applies the thresholds for evaluation

Evaluate the processes involved

Determine opportunities for improvement

Tools are used to evaluate the process

Tools include standards, policies, flow charts, etc.

Focus on improving the process

Step 8

Take Action to Improve Products/Services

Direct actions towards identifying the root cause of a problem

Possible Actions:

Systems Problems– changes in communication channels, adjust staffing, equipment changes

Knowledge Problems– associate training, make data/reports accessible, circulate and review info

Behavior Problems– coaching, counseling, change assignment or duties

Step 9

Assess the Effectiveness of Actions and Maintain the Gain

Determines if indicators should be revised

Determines if actions taken produced the desired effect

Determines if the effect of the actions can be maintained

Step 10

Communicate Results to Relevant Individuals

Reports include results of monitoring process

Reports consist of conclusions, recommendations, actions, and follow-up

Make reports available to all associates involved

Example: Invoices and inventory reports should be given to receiving personnel

Richard D. FarrarVice President, Owner and Franchise ServicesMarriot International, Inc.