Innovations

Dear QI Guy

by Karl G. Kraber

I have started this column so you can ask questions and bring to light issues about quality improvement, process improvement, and change management. This includes requesting advice on which process and quality improvement (QI) tools and methods to use, options on how to use the tools you have, and resolving issues when the methods aren’t working as planned.

I will also provide guidance about typical “people” issues you face when you are trying to create change. This includes ways to approach team-building, overcoming resistance to change, and getting buy-in from others; who are commonly referred to as “stakeholders.” Stakeholders are those who have some vested interest in what you are doing: suppliers, workmates, teammates, customers, process partners.

However, if you need a sounding board on more personal or interpersonal issues, I will be happy to discuss these with you in person, but not in this forum. My best advice on these types of issues is to face them head on with the people with whom you have concerns.

You may contact me by my UW e-mail address: karlgk@u.washington.ed. All notes to me are confidential and I will not use your real name in the column so you don’t have to worry about whether you are asking a “stupid question.” (There aren’t any, but sometimes it feels that way when we’re asking.) I look forward to your use of this column as a way to further your understanding of process and quality improvement, and change management.

Sincerely,

QI Guy