Creating "actionable data" for complex service systems

Instructor: Dr. Ann Doucette

Description: Human and social service systems are complex environments that present challenges for collecting program performance information. A general problem for performance measurement initiatives—and what often causes them to fall short of their intended objectives—is the failure to choose performance measures that are actionable, meaning that they are linked to practices that the organization can actually do something about and the changes in those practices can be linked directly to improved care or outcomes.

This class will concentrate on the health care field from a complex adaptive system (CAS) perspective, and examine performance measurement strategies that support actionable data. The focus will be on data-based decision making, value-based issues, and practice-based evidence that can assist in moving performance measurement and quality monitoring activities from a process, outcome, and impact evaluation approach to continuous quality improvement. Business models such as Toyota Production System, Six-sigma and Balanced Scorecards will be discussed in terms of how they can inform improvement strategies.

NOTE: While the class uses health care as the illustrative model, the concepts are applicable to other service systems and some of these will be addressed, e.g., education. Caveat: Persons with experience in evaluating service-care programs and those with interest in a systems perspective will likely derive the most benefit from this course.

Certificates: CEP IC or CAEP IIC