QM Systems, is it the people or the process?
Michael Hager
October 14, 2024
People and process, what’s the difference? Figuring out the distinction between the people and the process may be challenging for quality management (QM) practitioners. When faced with performance challenges, assigning blame can be instinctive… Remember this main point, performance is often driven by system design more than the people who bring that system to life.
Quality Management and Improvement experts analyze and enhance systems. We have many approaches; we emphasize different results, and we commonly underscore two main points. One, whether change is truly needed. Two, how can change be implemented smoothly? Change management approaches are needed to ensure that the right folks are focused on the right questions. They must have access to the appropriate data to make informed decisions. No matter what problem a quality manager is facing, there are several constant threads to support a manager’s approach towards solutions that lead to better outcomes.
- A scientific approach for solving challenging problems.
- A people-focused approach to easily identify meaningful data.
- A data-driven approach ensures that change is evidence based.
- An open approach to collecting broad feedback and input.
- A means of incorporating the feedback into future decisions.
| Quality Assurance Activities | Quality Improvement Activities | Research and Evaluation Activities |
| Measures compliance with industry standards, contract monitoring like chart review | Goes beyond minimal standards by systematically testing change ideas | Collects robust data to identify quantifiable impact of studied theories |
| Identifies pockets of poor performance, AKA the “bad apples” approach | Focuses on improving systems and processes, AKA the “overarching” approach | Examines narrow topics, AKA the “study” approach |
| Executed by a few people tasked with QA responsibilities | Executed by all staff and team members – part of all job descriptions | Executed by a few people hired to be evaluators or researchers |
| Raises Minimums | Raises Maximums | Identifies All Possibilities |
I want to leave you with this last viewpoint. What we call total quality management is the combination of quality assurance and quality improvement (TQM = QA + QI). Research and evaluation are the foundation for TQM.
“Systems achieve the results they are designed to achieve; enhanced results require an enhanced system.” – Michael Hager
Let's Create a Healthier Future Together
Partner with us to eliminate health disparities and promote equitable care for all.