Continuous Quality Improvement
Our services are tailored to advance continuous quality improvement work which includes a focus across many fields such as human resources, operations, program planning, and process and outcome measurement. All of this work is conducted with a systems-thinking approach and human-centered solutions.
Systems and Process Design
Process Maps
A process map shows the flow of a program from inputs to actions to outputs in a clear, step-by-step visual presentation. Process maps help all team members understand how a program is supposed to work and ensures that all team members are implementing the program with fidelity.
Journey Maps
Part of ensuring your clients have a great experience and get the most out of your programs is understanding their “journey” through your system. A journey map shows how your clients interact with your programs and services from intake, to program delivery, all the way to their exit. Journey maps can be used to better understand your clients’ needs and inform decisions to improve program design.
Procedure Guides
Every successful program has formalized and documented processes and procedures. Procedure guides outline the major and minor tasks required to implement a program. Procedure guides support program implementation fidelity and ensure that all staff are following the same procedures when serving clients.
Employee Training Manuals
Implementing a program with fidelity is a key factor in program success. That means that all employees understand and implement the program the same way, using the same procedures and with the same understanding. Creating employee training materials that pair with procedure guides will help to build employee capacity to run your programs efficiently and effectively.
Decision Trees
A decision tree is a flow chart that systematically examines and outlines the possible response options and steps a staff member can take to accomplish a specific outcome. In this case, decision trees are specific to how clients or program participants enter, move through, and exit programs. A decision tree is a helpful aid to deciding when to take action and what action to take.
Theory of Change
What is a theory of change and why is it important? A theory of change is a description and illustration of how and why a program works. It can be thought of as a causal model that shows how activities and necessary preconditions lead to the expected outcomes of a program. A theory of change can help identify important decision points in a program as well as gaps in data collection processes.
Logic Models
What is a logic model and why is it important? A logic model is a description of the logical progression of your program. It describes how your program works. It includes the resources you need to run your program, the activities or services included in your program, the ways in which you will implement your program, and the outcomes you expect your participants to achieve as a result of your program. A logic model helps to identify gaps in logic between what you put into a program and what you expect as a result. It also helps ensure that all stakeholders are sharing the same understanding of a program leading to more efficient and effective practices.
Quality Improvement
Root Cause Analysis
Root Cause Analysis (RCA), an integral component of continuous improvement, helps organizations understand why a problem is occurring and identify potential solutions. RCA analysis implies solving underlying issues rather than just treating symptoms. Step 1 is to uncover the root cause of a problem. Step 2 is to identify solutions that can be applied to the root causes. Step 3 is to apply what is learned from RCA to prevent future problems or repeat successes.
Human-Centered Solution Design
Human-Centered Design is a problem-solving technique that puts real people at the center of the solution development process, enabling you to create solutions that resonate and are tailored to your stakeholder’s needs. That includes both the staff implementing solutions and the clients experiencing the solution. It’s all about building a deep understanding of the people you are creating solutions for. Where possible, we include the very people who experience a problem the most in the design process.
Plan-Do-Study-Act (PDSA) Cycles
Once you have a change planned, a series of short Plan-Do-Study-Act cycles will help to measure change. It is a structure for iterative tests of change leading to systems improvement. To PLAN is to develop a test of the planned change including how to implement the change and how to collect data related to the success of the change. To DO is to implement the test on a small scale, documenting problems and unexpected observations. To STUDY is to analyze the data, compare results to predictions, and summarize and reflect on what was learned. To ACT is to modify the change and plan the next cycle of testing.
Sales & Outreach
Readiness Assessment Tools
A readiness assessment is an informal or formal tool that can be used to determine whether a potential partner is a good “fit” for your program. And, conversely, to determine if your program is a good fit for them. A readiness assessment includes a series of questions that can be used as a tool when developing new partnerships. The readiness assessment can be adjusted over time as the program progresses and learns more about what characteristics are important for a successful partnership.
Program Planning & Evaluation
Key Performance Indicators
Indicators are the ways in which a program can measure progress towards their goals and are strongly tied to the goals outlined in a program logic model. Indicators are about more than just data and measurement. They deepen understanding of program performance, provide valuable information for decision-making and continuous improvement, and are a key communication language when building relationships with funders.
Data Collection Processes
In order to effectively measure progress towards your goals, you need the appropriate data collection and data entry tools. These tools should be useful, efficient, and easy to implement. Examples of data collection tools are registration forms or surveys. Examples of data entry tools are Excel spreadsheets or Customer Relationship Management tools like Salesforce.
Interviews and Focus Groups
When surveys or other methods of quantitative data collection just won’t do. Qualitative methods such as interviews and focus groups can give you deep, rich stories about how the lives of your program participants have changed as a result of your program.
Data Analysis
Not all organizations have the technology or expertise to analyze data once it has been collected. Programs often need descriptive statistics (analysis of data that summarizes data in a meaningful way) in order to prepare funder/grant reports, annual reports, or just to use for internal decision making and performance improvement.
Evaluation Reports
Once both quantitative (numbers) and qualitative (words) data have been analyzed, some organizations need a brief report to share with key stakeholder groups. Reports outline the methods used for collecting and analyzing data, summarize the key findings, and make actionable recommendations based on findings.
