Audiology Issues: Continuous Improvement as Part of the Organizational Culture Quality Improvement, Quality Assurance, Total Quality Management, Performance Improvement and Continuous Improvement (CI) all describe processes designed to monitor and improve services to the customer. All too often, CI measures are separate processes that are done to meet one accreditation requirement or another. Frequently, CI programs are thought of ... Article
Article  |   March 01, 2001
Audiology Issues: Continuous Improvement as Part of the Organizational Culture
Author Affiliations & Notes
  • Dennis L. Burrows
    Constance Brown Hearing and Speech Center, Kalamazoo, MI
  • Carol Erickson
    Constance Brown Hearing and Speech Center, Kalamazoo, MI
  • Deborah CarlsonColumn Editor
Article Information
Professional Issues & Training / Audiology Issues
Article   |   March 01, 2001
Audiology Issues: Continuous Improvement as Part of the Organizational Culture
SIG 11 Perspectives on Administration and Supervision, March 2001, Vol. 11, 6-11. doi:10.1044/aas11.1.6
SIG 11 Perspectives on Administration and Supervision, March 2001, Vol. 11, 6-11. doi:10.1044/aas11.1.6
Quality Improvement, Quality Assurance, Total Quality Management, Performance Improvement and Continuous Improvement (CI) all describe processes designed to monitor and improve services to the customer. All too often, CI measures are separate processes that are done to meet one accreditation requirement or another. Frequently, CI programs are thought of as only measuring customer satisfaction and nothing else, while more developed programs may include peer reviews, chart reviews, and productivity measures. Nonetheless, CI is frequently viewed as something that the organizational manager worries about, not the clinician.
In order to effectively utilize the principles and tools of CI, one must realize that they are just that: principles and tools. It is essential that the organizational culture supports and promotes CI to the extent that CI principles and tools are the basis for how an organization functions. CI must be woven into the fabric of the organization, so that every staff member is focused on improving processes and ultimately serving the needs and desires of the customer.
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