Improving Your Process - How to Start Right
Start Smart: Pick the Right Problem to Solve.
By Deanna Cooney
Let’s be honest: not every workplace hiccup needs a full-blown process improvement (PI) initiative.
So how do you know if you’re dealing with a real opportunity for change or just a one-off annoyance?
The key is knowing what makes a good process improvement (PI) problem.
It’s not about fixing every little frustration. It’s about spotting issues that are clearly defined, impactful, and worth the effort.
When you focus on the right problems, you avoid wasting time and resources - and set your team up to make changes that truly matter.
A good process improvement problem should:
- Be Clear and Well-Defined: Vague problems lead to ineffective solutions. The problem should be specific and measurable (SMART goals) – What’s the problem we’re trying to solve?
- Have an Unknown Solution: If your problem has a known solution, that solution should be implemented. If the solution is unknown, then you have a good PI initiative.
- Be Impactful: The issue should significantly affect productivity, overall satisfaction, cost, patient, staff or quality - So what and who cares?
- Be Recurring, Not Isolated: If it's a one-time error, it might be better resolved through troubleshooting rather than a dedicated process improvement initiative.
- Be Root Cause-Oriented: The best problems to solve are those that address the fundamental inefficiencies rather than just the symptoms.
- Be Feasible to Improve: Some problems may be too complex or costly to fix relative to the benefits gained.
Image used with permission from Kevin White and Rakesh Sharma (AHS)Steps to Identify a Process Improvement Problem
1) Understand the problem you are trying to solve.
Is it clear and well defined, is the solution unknown, is it impactful and recurring and root cause orientated and is it feasible?
2) Observe & Collect Data.
Start by gathering information on workflows, performance metrics, bottlenecks, complaints or issues.
An example of an effective data collection tools is the Measurement & Data Collection Worksheet.
3) Engage Stakeholders.
Frontline staff, managers and providers can provide valuable insights into process inefficiencies and workarounds.
4) Use Root Cause Analysis Tools.
Tools like the "5 Whys" or Fishbone Diagram help pinpoint the underlying causes.
5) Assess the Effort-Impact/Cost-Benefit Matrix.
Tools like the Priority Matrix will help consider the impacts of the brainstormed solutions and help with prioritizing the ideas.
6) Prioritize Issues.
Focus on the problem(s) that align with organizational goals and have a measurable impact.
Common Examples of Good Process Improvement Problems
- Manual Tasks Slowing Down Workflow: Automating repetitive actions can save time and reduce errors.
- High Defect Rate in Production: Quality improvement efforts can prevent rework and waste.
- Long Wait Times: Streamlining procedures or optimizing staffing can enhance the experience.
- Communication Gaps Between Departments: Improving collaboration tools or standardizing communication protocols can boost efficiency.
Real improvement begins with choosing the right problem.
When teams zero in on issues that are clearly defined and actually doable, they’re much more likely to create changes that stick.
Whether it’s improving patient care, lightening the load for staff, or helping departments work better together, a well-framed problem sets the foundation for smart, lasting solutions.
It’s all about boosting efficiency and making the experience better for everyone involved.
Deanna is Senior Process Improvement Consultant with Cancer Care Alberta's Quality, Safety and Practice Integration Team. Deanna is a Certified Lean Six Sigma Black Belt and Certified Manager of Quality and Organization Excellence with over 15 years of experience in healthcare improvement.
