Site Map

Health Systems / Hospital Operations Improvement

• Work Process Versus The Organizational Chart

• Processes from a Customer's Perspective

• The Process Profile

• Faster Turnaround Times Drive New "Express Care" Emergency Services

• Customer-Inspired Quality

Physician / Medical Group Improvement

• Processes from a Customer's Perspective

• Making Quality Improvement Work

• A Winning Game Plan for QI

• Harnessing the Power of the Pareto Principle

• Work Process Versus The Organizational Chart

Baldrige Healthcare Criteria for Performance Excellence

• What is the Malcolm Baldrige National Quality Award Program?

• The Baldrige Assessment

• Baldrige-based Services for Clients

• One Hospital's Journey toward the Baldrige National Quality Award

• Using the Baldrige Criteria to Improve Healthcare

• Baldrige Criteria Workshop for Healthcare Executives

• Using the Baldrige Criteria  to Improve ER Care Workshop

• Scorecard Navigator - a web-based service that truly 
  reduces an examiner’s workload

  • Scorebook Navigator software brochure

  • Scorebook Navigator software features data sheet

  • What hidden performance “gaps” curb excellence in your organization? Nebraska Furniture Mart Case Study

Operational Improvement Methodology

• How Do We Get There from Here? Problem Solving vs. Process Improvement

• Choosing A Quality/Performance Improvement Methodology

• Processes from a Customer's Perspective

• The Process Profile

• Cross-Functional Teamwork

Cross-Functional Teamwork

• Process improvements boost patient satisfaction and quality at Stanford University Hospital

• Wanted: Complaints - Implementing a Physicians' Complaint System

• Using Complaints to Analyze and Address Patients' Needs

• Are Your 'Satisfied' Customers Leaving You for Higher Value Elsewhere?

• Complaints - Buried Treasure in Your Own Backyard

• Unusual Promise to Clients: We'll Double or Triple Your Complaints

Using Complaints

• Wanted: Complaints - Implementing a Physicians' Complaint System

• Using Complaints to Analyze and Address Patient Needs

• Are Your 'Satisfied' Customers Leaving You for Higher Value Elsewhere?

• Complaints - Buried Treasure in Your Own Backyard

• Unusual Promise to Clients: We'll Double or Triple Your Complaints

Articles

Customer Inspired Management System

• Achieving Results with a Customer-Inspired Management System

• Efficient Delivery, Optimal Care Aided by Customer-Inspired Management System

• Faster Turnaround Times Drive New "Express Care" Emergency Services

• How do We Get There From Here? Problem Solving vs. Process Improvement

• How Do You Identify and Make Quality Improvement Changes That Really Matter

• Making Quality Improvement Work

• A Winning Game Plan for Quality Improvement
  
• Process Improvements boost quality and physician satisfaction at Christian Hospital

Complaints

• Are Your 'Satisfied' Customers Leaving You for Higher Value Elsewhere?

• Complaints, Buried Treasure in Your Own Back Yard

• Process Improvements Boost Patient Satisfaction and Quality at Stanford Hospital

• Using Complaints to Analyze and Address Patient Needs

• Wanted: Complaints-Physicians Complaint System

• Unusual Promise to Clients: We'll Double or Triple Your Complaints

• Complaint IQ Quiz

Analysis Methods

• Harness the Power of the Pareto Principle

• Choosing a Quality/Performance Improvement Methodology

News

February 17, 2010	Baldrige-based software that works: The Nebraska Furniture Mart case study Scorebook Navigator™ software detects buried opportunities for improvement by comparing actual performance with potential performance.
October 21, 2009	Baldrige-based software used by 1,250+ examiners Time savings of 30 to 40-plus percent enables better feedback report to applicants
March 24, 2009	8 Tips for High-Performance Team Success
February 25, 2009	The Alliance for Performance Excellence and Shaw Resources sign license agreement for software to score Baldrige Award applications
February 11, 2009	Shaw Resources Client, Children's Hospital of Orange County, Receives a Silver-level Award from the California Awards for Performance Excellence (CAPE)
January 29, 2009	Three Easy Steps to Finding the Hidden Gold in Complaints

Software

• Process Advisor Process Management Software

  • Process Profile^® Diagram
  • Process Profile^® Graphic
  • Qualification Level
  • Output Table
  • Method to improve business quality wins patent
• Scorebook Navigator^TM software / Web service

Books

• Customer-Inspired Quality: Looking Backward Through the Telescope

Workshops / Training

• Baldrige Criteria Workshop for Healthcare Executives

• Using the Baldrige Criteria  to Improve ER Care Workshop

• Customer-Inspired Quality

• Cross-Functional Teamwork Training/Coaching

About Shaw Resources

• The Shaw Senior Management Team

  • James G. Shaw

  • Wayne L. New

• Services and Associated Resources

  • Customer Inspired Quality and Process Improvement

  • Baldrige Assessment

  • Patient Safety

  • Patient Satisfaction

  • Physician Partnering

  • Process Improvement

  • Using Complaints

  • Quality Management

  • Revenue Cycle Improvement

  • Cross-Functional Teams