Confidential and Proprietary Information. © Western Governors University. All Rights Reserved.
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, D512 Pilot Plan Template Western Governors University
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Pilot Plan Template ju ju
Create a pilot plan in response to the VOC report found in the course using this template.
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A. Perform a root-cause analysis by doing the following:
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1. Critique the continuous quality improvement (CQI) team’s five whys analysis by
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explaining how it could have been conducted more effectively.
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The Voice of the Consumer Report lays out multiple different matters that
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Shelbyville Medical Center has room to improve on. SMC falls below the national
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benchmarks thus giving room for improvement (“Voice of the Consumer Report”,
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n.d.). The CQI’s five whys analysis could have been conducted more efficiently by
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focusing on more than one root cause/issue. It is important to understand that
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patient dissatisfaction at Shelbyville Medical Center’s ED is not straightforward and
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has many components that need to be addressed and reviewed. There needs to be
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a more thorough examination of the problems that patients are experiencing to
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come up with a plan of action for improvement.
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a. Discuss whether the “why” cycle has been performed to a logical end in which
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additional questions would not change the response.
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Reviewing if the five why cycle was performed to a clear and logical end, I believe
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that this was performed accurately by the CQI task team. As discussed by Lighter
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(2013), “In many cases the five “Whys” are sufficient, but sometimes, the
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technique will continue beyond that level as new issues are recognized (p. 114-
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115). In this case, the final response does seem to have a logical end to where
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while additional questions may provide additional clarification, it would likely not
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change the overall response.
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2. Using the template below, create an Ishikawa diagram using the information from
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the SIPOC Process diagram from Task 1, and the five whys analysis.
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a. Explain the effectiveness of using the Ishikawa diagram to synthesize the results
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from multiple information sources.
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Using the Ishikawa diagram to synthesize results from these sources is extremely
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effective as it can point out the processes and connections that are causing
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dissatisfaction within the Shelbyville Medical Center Emergency Department. The
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CQI team can use both the Ishikawa diagram and the SIPOC map to help target
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key issues to improve patient satisfaction in the Shelbyville Medical Center
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Emergency Department. The SIPOC map can give SMC’s leadership a clear picture
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of each step of the patient’s visit from intake to discharge and comprehend what
ju ju ju ju ju ju ju ju ju ju ju ju ju ju
areas are requiring improvement innovations.
ju ju ju ju ju
Confidential and Proprietary Information. © Western Governors University. All Rights Reserved.
ju ju ju ju ju ju ju ju ju ju ju ju ju
ju ju ju ju ju ju ju ju ju ju ju ju ju
, D512 Pilot Plan Template Western Governors University
ju ju ju ju ju ju
Pilot Plan Template ju ju
Create a pilot plan in response to the VOC report found in the course using this template.
ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju
A. Perform a root-cause analysis by doing the following:
ju ju ju ju ju ju ju ju ju
1. Critique the continuous quality improvement (CQI) team’s five whys analysis by
ju ju ju ju ju ju ju ju ju ju ju ju
explaining how it could have been conducted more effectively.
ju ju ju ju ju ju ju ju ju
The Voice of the Consumer Report lays out multiple different matters that
ju ju ju ju ju ju ju ju ju ju ju
Shelbyville Medical Center has room to improve on. SMC falls below the national
ju ju ju ju ju ju ju ju ju ju ju ju ju
benchmarks thus giving room for improvement (“Voice of the Consumer Report”,
ju ju ju ju ju ju ju ju ju ju ju
n.d.). The CQI’s five whys analysis could have been conducted more efficiently by
ju ju ju ju ju ju ju ju ju ju ju ju ju
focusing on more than one root cause/issue. It is important to understand that
ju ju ju ju ju ju ju ju ju ju ju ju ju
patient dissatisfaction at Shelbyville Medical Center’s ED is not straightforward and
ju ju ju ju ju ju ju ju ju ju ju
has many components that need to be addressed and reviewed. There needs to be
ju ju ju ju ju ju ju ju ju ju ju ju ju ju
a more thorough examination of the problems that patients are experiencing to
ju ju ju ju ju ju ju ju ju ju ju ju
come up with a plan of action for improvement.
ju ju ju ju ju ju ju ju ju
a. Discuss whether the “why” cycle has been performed to a logical end in which
ju ju ju ju ju ju ju ju ju ju ju ju ju
additional questions would not change the response.
ju ju ju ju ju ju ju
Reviewing if the five why cycle was performed to a clear and logical end, I believe
ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju
that this was performed accurately by the CQI task team. As discussed by Lighter
ju ju ju ju ju ju ju ju ju ju ju ju ju ju
(2013), “In many cases the five “Whys” are sufficient, but sometimes, the
ju ju ju ju ju ju ju ju ju ju ju ju
technique will continue beyond that level as new issues are recognized (p. 114-
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115). In this case, the final response does seem to have a logical end to where
ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju
while additional questions may provide additional clarification, it would likely not
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change the overall response.
ju ju ju ju ju
2. Using the template below, create an Ishikawa diagram using the information from
ju ju ju ju ju ju ju ju ju ju ju ju ju
the SIPOC Process diagram from Task 1, and the five whys analysis.
ju ju ju ju ju ju ju ju ju ju ju ju
a. Explain the effectiveness of using the Ishikawa diagram to synthesize the results
ju ju ju ju ju ju ju ju ju ju ju
from multiple information sources.
ju ju ju ju
Using the Ishikawa diagram to synthesize results from these sources is extremely
ju ju ju ju ju ju ju ju ju ju ju
effective as it can point out the processes and connections that are causing
ju ju ju ju ju ju ju ju ju ju ju ju ju
dissatisfaction within the Shelbyville Medical Center Emergency Department. The
ju ju ju ju ju ju ju ju ju
CQI team can use both the Ishikawa diagram and the SIPOC map to help target
ju ju ju ju ju ju ju ju ju ju ju ju ju ju ju
key issues to improve patient satisfaction in the Shelbyville Medical Center
ju ju ju ju ju ju ju ju ju ju ju
Emergency Department. The SIPOC map can give SMC’s leadership a clear picture
ju ju ju ju ju ju ju ju ju ju ju ju
of each step of the patient’s visit from intake to discharge and comprehend what
ju ju ju ju ju ju ju ju ju ju ju ju ju ju
areas are requiring improvement innovations.
ju ju ju ju ju
Confidential and Proprietary Information. © Western Governors University. All Rights Reserved.
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