Quality is a subjective but critical part of an effective and efficient service as long as it conforms to an applicable requirement, or has features and characteristics to satisfy stated or implied needs.
Regardless of various definitions of quality, a system formalized to document the structure, policy, procedure, and responsibilities to manage the process around maximizing customer satisfaction at the lowest overall cost to the organization is a quality management system. However, quality management goes beyond product and service quality to focus on the means to achieve it. And that brings me to why I always provide to my clients a quality analysis of my consulting engagement with them during and after the consulting relationship.
There are several methods for quality improvement ranging from service improvement, process improvement, and people based improvement. With a focus on process and people based improvement, the following is a selective quality analysis of my Regulatory Compliance Investigation consulting role at the Jewish Board in New York.
The PDCA (plan, do, check, act) is one of few quality improvement methods. Here, I will be applying the PDCA for the purpose of process improvement relevant to my role as a Regulatory Compliance Investigation consulting. PDCA is a control and continuous improvement of processes through the application of an iterative four-step management method.
THIS IS A COPY OF MY WEEK 1 QUALITY ANALYSIS REPORT WHEN I CONSULTED THE JEWISH BOARD
Statement Of The Problem
As a Regulatory Compliance Investigation consultant, I receive reports of grievance, inappropriate behaviors and allegation of fraud, waste, and abuse, as well as audit reviews and deficiency statements. I do situation review of the reports to determine and construct plans on how effectively to respond to reports and incidents in a way that reduces or eliminates any risk exposure to the client (The Jewish). However, instead of focusing on the core process of an investigator, I spend a lot of time coordinating with senior management on how I intend to progress with my plan for review or actual investigation of a given report.
Below is a 7-Step personal Plan-Do-Check-Act (PDCA) for transparency of use of my time, to help you understand how my time at work is spent and why there was no time during preliminary consulting observation for ad hoc compliance projects.
Step 1: THEME SELECTION:
• Who are my clients?
– Individuals with developmental and intellectual disabilities
– People with history of drug and substance abuse
– Troubled youths and children
• What are my services relevant to my role?
– Investigate situations or allegations of:
> Agency exposure to risks or potential risks
> Abuse, waste, fraud of agency resources
> Inappropriate staff behaviors
> Acts of abuse, significant incidents affecting or interfering with care and supports
> State and agency mandated investigations and review
• What are my clients’ needs?
– Residential services
– Habilitation and reintegration services
– Referrals, case management and coordination
-- Foster care
-- Primary Education
• What are my clients’ measures and expectations for how I meet those needs?