Managing Quality: A Guide to System-Wide Performance Management in Health Care

INTRODUCTION TO ORGANIZATION-WIDE PERFORMANCE MANAGEMENT * In Pursuit of a Defintion of Quality * Redefining Quality in a Managed Care Environment * THE BLUEPRINT for Performance Management * STRUCTURING FOR ORGANIZATION-WIDE PERFORMANCE * Responsibility and Accountability for Organizational Performance: The Role of the CEO * Shared Leadership: Structuring for Organization-Wide Improvement * CREATING AN ORGANIZATION-WIDE PERFORMANCE AWARENESS PROGRAM * Identifying Customers and Delineating the Scope of Business * Prioritizing Organization-Wide Performance Improvement * Developing and Disseminating Organizational Structure, Process, and Outcome Standards * CREATING AN ORGANIZATION-WIDE PERFORMANCE MEASUREMENT PROGRAM * Developing and Implementing a Performance Improvement Plan * Assessing Activities and Documenting Improvement * Communicating Results * MANAGING THE PERFORMANCE OF THE PERFORMANCE MANAGEMENT SYSTEM * Creating an Awareness of the Performance Management System * Measuring the Performance Management System * Improving the Perfomance Management System