Benchmarking the communication of continuous improvement activities.
Communication of a continuous improvement program in a large medical center was assessed using a formal benchmarking process with four non-health care organizations. Results indicated that continuous improvement must be integrated with the corporate strategic plan, must focus on customer satisfaction, and have active leadership support. A common framework should link different continuous improvement methodologies. Ongoing, open, multimedia two-way communication is required. Continuous improvement activities need to be integrated into all employees' daily work.
Bartleson
J D
JD
Mayo Clinic, Rochester, MN, USA.
Anshus
A L
AL
Halvorson
A M
AM
Kamath
J R
JR
Johnson
T J
TJ
Herman
J S
JS
D019985:Benchmarking; D003142:Communication; D004496:Education, Continuing; D006770:Hospitals, Group Practice / Q000458:organization & administration / Q000592:standards*; D006801:Humans; D007324:Institutional Management Teams; D008332:Management Quality Circles; D008910:Minnesota; D009936:Organizational Innovation; D010564:Personnel, Hospital / Q000193:education; D015397:Program Evaluation; D017749:Total Quality Management