communicating quality - quality seminar f€¦ · communicating quality quality exists when a...

Communicating Quality

Michael Noble MD FRCPC

University of British Columbia

Vancouver British Columbia

Canada

April 6, 2011 1Noble, MA - CACMID-AMMI

If a tree falls in the forest

but no one is around …

Does it make

a sound?


NO

If a laboratory has no Quality program…

Is it competent

enough to be a

modern laboratory?


The Laboratory

and its Clients

will pay

the Consequences

If a laboratory says it has a Quality Plan…

But no one ever talks about it, does the plan actually exist?

No.

And Without

Quality…April 6, 2011 4Noble, MA - CACMID-AMMI


Quality Exists When

a Culture of Quality Exists

Culture of Quality Exists

When Quality is a Part

of Daily Living

And Daily Living

Depends on Communication


Communication within

International Standards

ISO 9001:2008

– 5.5.3 Internal Communication

• Top management shall ensure that appropriate communication processes are established within the organization and that communication takes place regarding the effectiveness of the quality management system.

ISO 15189:2007

– 4.1.6 Organization and Management

• Laboratory management shall ensure that appropriate communication processes are established within the laboratory and that communication takes place regarding the effectiveness of the quality management system.


ISO 15189:2007 and CommunicationQuality thrives in an effective communication

environment and withers in its absence.

Communication is a critical component for

developing a culture of quality.

On its most basic level, employees cannot be

expected to work within a quality system if

they are unaware that the quality system

exists: this is the basis of the obligation to

ensure that communication pathways exist.

Communication can take many forms

including discussion and written material

distributed at the start of employment,

during staff briefings, or during quality-oriented seminars. It may be in the form of

communiqués, information sheets, newsletters, team discussion, or news alerts.


Communicating QualityInternal

messaging

Bringing

IN the

outside

message


Internal Communication

can take many forms


Communicating Improvement


Multimedia Internal Messaging

• Graphic Based

– Pamphlets

– Monitoring Scales

– Cartoons

• Text Based

– Events notices

– Newsletters

– Results Reviews• Critical Events

• Proficiency Testing

• Accreditation Reviews

• Discussion Based

– Meeting time

– Seminar Time

– Events Time

• Action Based

– Projects and Activities• Internal Audits

• External Internal Audits

• Reporting processes


Bringing the Outside Message In

Provision of:

– Proficiency Testing critiques

– Accreditation Information

– Electronic Journal Access

– Teleconference materials

– Conference Reports

– Education Materials

– Electronic Messaging

– Speakers



Communications from

Within

More Personal

More Engaging

Inexpensive

Organizational Time and Energy

Signage

Notices

Newsletters

Meetings

Internal Continuing Education

Communications from

Without

More Polished

More VarietyMay be More Costly

Organizational Time and Energy

Knowledge and Information

Quality Partner Communications

Teleconferencing

Conference Support

Education SupportApril 6, 2011 13Noble, MA - CACMID-AMMI

Quality Costs

Quality is Not Free

TEEMTime

Effort (physical)

Energy (mental)

Money


Internal Communications Come CheapActivity Time Effort / Energy MONEY

Communication Notes Low

(30-60 min)

Low Very Low

(Pennies)

Newsletters Intermediate

(60-120 minutes)

Intermediate Low

(Few Dollars)

Seminar Series High Intermediate

(120-240 minutes)

Intermediate Intermediate

($50-100)

Quality as Meeting

Agenda Topic

Low Intermediate Nil

Quality Discussion Group Low Low Nil

Sharing Results Intermediate Intermediate Nil

Creating Information

Quality Indicators

Internal Audits

High

(1-5 days)

High Intermediate


Dave Crosby

If you buy a book for 25 dollars

and it prevents one error, you

are way ahead of the game.

No error costs only 25 dollars.


Free Sources of Quality Information

• Quality Partner materials

• Internet sites

• Libraries

• Blogs


Quality Oriented Internet Sites

• www.CMPT.ca

• www.POLQM.ca

• www.westgard.com

• www.darkdaily.com

• WWW.iso.org

• www.qualitydigest.com

• www.qmpls.org

• http://adulldayatwork.blogspot.com/


Quality Oriented Blogs

• http://adulldayatwork.blogspot.com

• www.microbeworld.org

• http://www.quality-assurance-

solutions.com/Quality-Assurance-blog.html

• http://managementhelp.org/blogs/quality/

• http://blog.quality-matters.com/

• http://www.juran.com/blog/

• www.medicallaboratoryquality.com


External Communications

Do Not Have to be ExpensiveActivity Time Effort / Energy MONEY

Quality Partner

Discussion Groups

Low Intermediate Low

External – Internal Audit 1-2 Days Intermediate High

Teleconferences Low Intermediate Intermediate

Bring in Local Speakers Low Low Intermediate

Bring in Away Speakers Low Intermediate Low - Intermediate

Send folks to Local

Conferences

Intermediate Intermediate High

Send folks to Away

Conferences

High Intermediate Costly


Quality Communication Time Budget

Activity

Organization and

presentation time

Hours per Month

Total Time

(hr/month)

Awareness Notices 6-8

Meeting Talks 4-6

Newsletter 1-3

Quality Seminars 3-4

Internal Audits 8-12

Data Presentations 4-6 23-36

Teleconferences 4-6

Speakers 1-2

Quality Partner Discussion 2-4 7-12

Communication Program 30-48


Quality Communication Time Budget

Activity

Organization and

presentation time

Hours per Month

Total Time

Awareness Notices 6-8

Meeting Talks 4-6

Newsletter 1-3

Quality Seminars 3-4

Internal Audits 8-12

Data Presentations 4-6 23-36

Teleconferences 4-6

Speakers 1-2

Quality Partner Discussion 2-4 7-12

Communication Program 30-48


Sharing the Message

Why keep a good idea

to yourself?


Using the Power of the WEB


UBC Certificate Course in

Laboratory Quality Management20 week highly interactive on-line course

in 6 modules

National and International Participation.

Restricted group size to ensure

participation and interaction

Tuition includes library of 14 reference

texts.

Currently in 8th year.

Certification by examination, assignments

and participation scales.

Satisfaction survey results available at www.polqm.ca


A

CONFERENCE

FOR

YOUR

JUNE 2011

CALENDAR


Making Medical Laboratory Quality Relevant

www.medicallaboratoryquality.com


Web-Log Journals(Blogs)

• An early entry into social media – early 1990s.

• Akin to community list-servs and Bulletin Boards

• Blog platforms readily available and free

• Easy to design

• Easy to monitor

• Most services ensure copyright protection

• Blasting out is easy

• Audience development is the challenge.


One Communication Strategy

Multiplier Effect

CORE

INFORMATION

CORE

INFORMATION

SPECIAL

INFORMATION

WEB-JOURNAL BLOG

TWITTERFACEBOOK

BLOG

COMMUNITYEMAIL

NOTIFICATION


Making Medical Laboratory Quality Relevant

www.medicallaboratoryquality.com

Web-log committed to LQM

Active since July 2010

Regular entries

Entry Length average 550 words

3 – 4 hours per week

Active Commentary

Growing CommunityUnited States

Canada

United Kingdom

China

Germany

Saudi Arabia

Malaysia

Netherlands

Japan

Russia

plus 20+ others.April 6, 2011 30Noble, MA - CACMID-AMMI

MMLQR Monthly Visits Record


Communicating the Message

Peer

Review

Time to

EyesAudience

Focus

Attention

Meetings No Rapid SMALL YES

Journals Yes Slow Large Small

On-Line

JournalsYes Intermediate Large Intermediate

Textbooks Variable Glacial Large Very small

Web-Logs No Immediate Intermediate Intermediate


Communicating the Message

Licence CredibilityCopyright

ControlImpact

Meetings High Variable Poor High

Journals Low Variable Variable Variable

On-Line

JournalsVariable Variable Poor Variable

TextbooksVery Low Variable Poor

Variable but

Dropping

Web-LogsVery High Variable Poor

Variable but

Rising


In Summary: Quality Communication

Lots to keep a person busy

Create

the Message

Deliver the Message

Bring

the MessageQuality

Systems

Quality

Requirements


Quality Costs

Quality is Not Free

TEEMTime

Effort (physical)

Energy (mental)

Money


Message on Quality Communication

• There are many ways to do it RIGHT– Engaged

– Regular

– Consistent

– Focussed on Objectives

• There is ways to do it less RIGHT– Scattered or irregular

– Non-participatory

• There is one way to do it WRONG– Do NOTHING


Sites to Visit

www.CMPT.ca

www.POLQM.ca

www.MedicalLaboratoryQuality.com

www.POLQMWeekendWorkshop.ca

April 6, 2011 Noble, MA - CACMID-AMMI 37

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