Date: 15/01/2013 Job Title : Quality Improvement Specialist Department : Corporate Quality Location : Waitemata DHB (North Shore and Waitakere Hospitals) Reporting To : Quality Improvement Manager Direct Reports : Nil Functional Relationships with : Internal Quality Assurance Team Quality Information Systems (IS) Team Quality Leadership Team General Managers Executive Team Heads of Department Clinical Directors Charge Nurse Managers WDHB Legal Team All Clinical Staff Mental Health Quality Managers Maori Health Quality Managers Decision Support Team External Patients and their families Quality staff in other DHB s NDSA HDC HQ&SC MoH Purpose : Responsible for delivering process Improvements within Waitemata DHB through the utilisation of the DMAIC, Lean, Kaizen and other continuous improvement tools and methodologies. KEY TASKS EXPECTED OUTCOMES Process Improvement Lead, manage, execute, and sustain change through multiple projects using appropriate continuous improvement methodologies to deliver organisational results aligned to specific strategic and operational objectives Waitemata District Health Board -JOB DESCRIPTION - Service Improvement Specialist Page 1
KEY TASKS EXPECTED OUTCOMES Satisfactory delivery of all assigned improvement projects using the Six Sigma DMAIC, Kaizen and Lean, process improvement approach and appropriate tool set Lead multiple process improvement teams to result in defect reduction, cost avoidance, loss reduction or revenue enhancement Identify and work to remove barriers that yield, improved cycle time, defect reduction and defined cost goals that will lead to a service user, employee and organisation benefits Lead pipeline teams: provide subject matter expertise in a consulting role related to Six Sigma and other relevant continuous improvement methodologies Drive the deployment and effective utilization of the continuous improvement methodologies across WDHB through both active application and management of related projects and activities. Drive shifts in organisational behaviour and focus related to the acceptance and proactive use of continuous improvement tools to impact improvements DHB wide Project Management Deliver significant operational improvement and financial benefit across assigned divisions/functions Employ project management discipline and skills including managing and delivering results to execute according to structured project plans and base lined timelines Work with finance and other areas of the organisation to track and report the financial benefit of the projects to ensure anticipated and committed results/paybacks and controls are in place Monitor service delivery to ensure customer satisfaction and project delivery to ensure benefits are realized Become an advocate of the six sigma approach and lead by example in establishing a fact driven customer orientated culture within WDHB Identification of potential improvement projects Coaching project team members in the Waitemata District Health Board -JOB DESCRIPTION - Service Improvement Specialist Page 2
KEY TASKS EXPECTED OUTCOMES process improvement methodology and improvement tools and techniques Providing updates on project progress to management team, Provision of advice and support to management teams on appropriate improvement techniques and best practice process management. Identification of project risks Quality Management Best Practice Integrate best practices into the Quality Improvement curriculum Promote culture change by sharing best practices for introducing, driving and sustaining Quality Improvement across the organisation Develop appropriate reports to ensure business has the right information. Act as change agent to instil a Quality culture throughout the organisation Collaborate with other Quality Improvement Specialists within Health Care both in New Zealand and globally to ensure best practice Relationship Management Build and maintain relationships with stakeholders and customers. Understand the strategic programme to which Quality Improvement is delivering to. Contribute to Quality Improvement communications. Required to make oral presentations where his/ her ideas may be challenged. Required to compose complex reports and handle difficult face to face situations. Quality Improvement Reporting Preparation and presentation of executive and stakeholder level reports Work with finance / decision support to develop appropriate reports for benefit realisation Provide on-going communication of status and risks to senior management teams internally as needed and garner support for changes in scope, schedule, or budget Effective use of a tracking system to capture measure and monitor status, benefits and issues. Work with the senior management team and key stakeholders to ensure they are consulted Waitemata District Health Board -JOB DESCRIPTION - Service Improvement Specialist Page 3
KEY TASKS EXPECTED OUTCOMES and kept up to date about change and process initiatives. Provide monthly programme reports to key stakeholders Personal and Professional Development Seeks regular supervision to discuss how to address area s of difficulty and review of quarterly practice Attend and participate in regular Quality Management and Quality Team Meetings Seeks feedback on own personal To recognise Individual Responsibility for Workplace Health and Safety under the Health and Safety in Employment Act 1992 development Company health and safety policies are read and understood and relevant procedures applied to their own work activities Workplace hazards are identified and reported, including self management of hazards where appropriate Can identify health and safety representative for area Waitemata District Health Board -JOB DESCRIPTION - Service Improvement Specialist Page 4
Behavioural Competencies Adheres to Waitemata District Health Boards 4 Organisational Values of: Every single person matters, whether a patient / client, family member or a staff member We see our work in health as a vocation and more than a job, We are aware of the suffering of these entrusted to our care. We are driven by a desire to relieve that suffering. This philosophy drives our caring approach and means we will strive to do everything we can to relieve suffering and promote wellness. We need to be connected with our community. We need to be connected within our organisation across disciplines and teams. This is to ensure care is seamless and integrated to achieve the best possible health outcomes for our patients/clients and their families. We seek continuous improvement in everything we do. We will become the national leader in health care delivery. Behavioural Competencies Behaviour Demonstrated Communicates and Works Co-operatively Actively looks for ways to collaborate with and assist others to improve the experience of the healthcare workforce, patients & their families and the community & Iwi. Is Committed to Learning Proactively follows up development needs and learning opportunities for oneself and direct reports. Is Transparent Communicates openly and engages widely across the organisation. Enacts agreed decisions with integrity. Is Customer Focused Responds to people s needs appropriately and with effective results Identifies opportunities for innovation and improvement Works in Partnership to Reduce Inequality in Outcomes Works in a way that: Demonstrates awareness of partnership obligations under the Treaty of Waitangi. Shows sensitivity to cultural complexity in the workforce and patient population. Ensures service provision that does not vary because of peoples personal characteristics. Improves health Work practices show a concern for the promotion of health and well-being for self and others. Prevents Harm Follows policies and guidelines designed to prevent harm. Acts to ensure the safety of themselves and others. Waitemata District Health Board -JOB DESCRIPTION - Service Improvement Specialist Page 5
VERIFICATION: Employee: Manager: Date: Review Date: Note: This job description forms part of an individual s contract of employment with WDHB and must be attached to that contract. Waitemata District Health Board -JOB DESCRIPTION - Service Improvement Specialist Page 6
PERSON SPECIFICATION POSITION TITLE: Quality Improvement Specialist Minimum Qualification Six Sigma Green Belt qualification Preferred Six Sigma Black Belt qualification Prince 2 Project Management Practitioner Qualification or equivalent Experience 2+ years experience in deploying six sigma Process Improvement Projects (competency in DMAIC, Lean, and Kaizen methodologies) 2+ years project/ process improvement experience with proven ability to successfully manage multiple projects concurrently and management complex project across multiple functional areas and processes Highly collaborative with a demonstrated ability to build strong, credible relationships and teams within all levels in the organization Demonstrated ability to coach and mentor Process Participants through project activities Strong communication skills with excellent presentation and facilitation skills Demonstrated experience in effectuating key performance indicator improvement in the areas of customer 4+ years relevant healthcare experience 2+ years of experience in a process improvement / design / development role, specifically including experience in a customer centric healthcare environment Waitemata District Health Board -JOB DESCRIPTION - Service Improvement Specialist Page 7
satisfaction, affordability, employee satisfaction and provider relationships Demonstrated abilities to effectively manage budget accountabilities Demonstrated strong ability to influence executives and key thought leaders in creating a fact based process oriented culture Excellent PC skills (e.g. Microsoft Office Word, Excel PowerPoint; MS Project, Statistical Software - Minitab) with the ability to create reports and presentations Skills/Knowledge/Behaviour Knowledge of working with Maori people, the basics of the treaty of Waitangi and education/management of cross cultural communication. Must have a strong customer focus with the ability to create financial opportunities Change agent to implement strategic initiatives within an organisation Demonstrates a continuous passion for excellence and innovation Experience in applying project and change management theory Strong report writing skills Detailed knowledge of relevant health legislation and compliance framework The ability to communicate in a way that shows sensitivity to other people and achieves desirable outcomes Able to manage conflict and mediate a win-win outcome A systems thinker A confident team player, demonstrated confident collaborative approach in team practice Decisive, confident with an Effective programme management skills with the ability to influence at all levels of the organisation Proven capability in DMAIC, Lean, WOW, DMADV, DFSS and DACDR Waitemata District Health Board -JOB DESCRIPTION - Service Improvement Specialist Page 8
can do attitude Upholds confidentiality with a reputation for high integrity and discretion Debriefing experience, an active listener, has a way of valuing everyone s opinions Skilled presentation of data Self-directed/use of initiative, confident skill in negotiation and consultation. Ability to be fluid and rise to constant challenges Ability to step back and encourage assigned Process Owners and Process Participants to take ownership of issues/work Effective verbal and written communication skills Must posses high-level business sense Must perform well in a high energy, team-oriented environments Excellent communication and presentation skills Must demonstrate proven leadership and effective skills Good research and reporting skills Waitemata District Health Board -JOB DESCRIPTION - Service Improvement Specialist Page 9