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| Primer on Improvement - How Organizations Improve |
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This Primer provides guidance for behavioral health treatment agencies to use in changing their organizations to improve access and retention. Some of the guidance offered here is based on evidence showing what factors lead to successful organizational change, and some guidance is based on the need to create a common framework to allow efficient communication within and among organizations.
BACKGROUND
Organizations exist, and therefore change, to serve customers . Customers are served by the organization's processes - the series of action steps taken to convert inputs into outcomes. 85% of the problems that organizations have in serving customers are caused by their processes .Therefore, to change an organization to better serve customers, it should solve problems that will improve its processes.
Customer is used broadly to include clients, families and friends, referral sources, payers, and the community. A distinction is often made between these customers, who are "external" to the organization, and the staff and departments within the organization, who are "internal" customers. The focus here is primarily on "external" customers, although both are critical to the success of an organizational change. We typically view staff as providers and clients as customers. But from the point of view of the "process," staff and clients are both part of the process and are both customers and providers at various steps in the process.
Problems in a process are discrepancies, or gaps, between actual and desired performance, e.g., process takes too long, process does not take long enough, missteps happen too often, or important steps do not occur often enough.
Problems are solved by making changes that close the gaps.
All processes have inputs, steps, and outcomes, for which data can be collected, measurements can be made, and changes can be developed and tested to lead to improvement.
What really matters for successful organizational change?
This page is not on TxDirector.com:
Go to Primer on Improvement - How Organizations Improve
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