Upon completion of this activity, participants should be able to:  

• Describe QI concepts and apply continuous improvement methods and tools in an improvement project. 
• Develop a project charter and aim statement. 
• Utilize a structured methodology (i.e. PDCA and/or DMAIC) to QI project.
• Demonstrate competency in the use of quality tools including process mapping, run charts, brainstorming, Pareto diagrams, histograms, Root Cause Analysis, Failure Modes and Effects Analysis (FMEA), team development, difficult/critical conversations and change management.
• Describe the types of control charts and when to use them.
• Describe variation in data and data collection.
• Describe cognitive, human, and medical errors and give examples.
• Describe lean methodology and how this methodology improves the delivery of services by reduction of waste and errors.
• Describe conflict styles and methods to deal with each style.  Describe conflict resolution, conflict awareness, handling conflict modes, when to use each style, and dealing with anger.
• Describe the essentials of change management including how one moves through change, denial, resistance, exploration, and commitment.
• Describe how to sustain improvement after improvement implementation.
• Present QI project and results in a concise format (power point, poster).