Standardization

Quality is defined as meeting an appropriate standard. Variance from a standard is the definition of a problem. Two elements are both required under GSM:

• Meet standards of being in an operating range between best in hospital industry to best in any industry worldwide. An example, the minimum GSM standard for Customer satisfaction would be at the 95th percentile compared to other hospitals.
• Variance from the standard can only be controlled through standardization. Standardization removes variance, the distance from the standard.

Standardization is a streamlining process. If you can't work harder, you must work smarter. And smarter always means simpler. As Einstein said, "When the answer is simple, God is speaking."

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Standardization To Do's

Examples of work items that push standardization into the organization for improved outcomes include:

• Computerization, the new information spine, including standarized equipment, training, and records.
• Support for Gold Standard Medicine. As physicians come on stream with defined, evidence based protocols, their practice patterns reduce requests for variance from all other support elements.
• Standardized training for all key human interactions. Scripting for Customer interactions would be one example. Posting instructions for use immediately next to any complex tool would be another.
• Supply chain simplification means fewer suppliers, fewer inventory items. The reduction of complexity by removing pieces is another form of standardization.
• Survey every worker to find what needs to be simplified or made less complex--that produces a years worth of effort that produces major results.
• Reduce leadership style and practice differences. Sustained leadership development and managerial accountability measures always work to reduce countless performance differences—see The Uncommon Leader.