August 2026 CPHQ Prep Virtual Class (60000459)-Module 5: Performance & Process Improvement

Module 5: Performance & Process Improvement | Slide Deck

Pdf Summary

Module 5, <strong>Performance and Process Improvement</strong>, is a National Association for Healthcare Quality training segment focused on how healthcare organizations plan, lead, and evaluate quality and performance improvement work. The module emphasizes that effective process improvement depends on strong leadership involvement, continuous improvement, and a customer (patient/stakeholder) focus—rather than maintaining the status quo.

Learners review key concepts through knowledge checks and scenarios. One major theme is <strong>organizational readiness for change</strong>, where participants assess conditions that indicate maximum readiness across categories. The module also walks through <strong>change leadership stages</strong> using an example of implementing a new computer system (e.g., building shared need, mobilizing commitment, shaping vision, leading change, monitoring progress, finishing the job, and anchoring change).

Another focus is when to use <strong>teams</strong>: complex, cross-functional problems typically require teams, while simpler departmental adjustments (such as revising a meeting agenda) may not. The training highlights how to <strong>establish teams</strong>, define roles, responsibilities, and scope, and then <strong>evaluate team effectiveness</strong>. Measures include team productivity (meeting deadlines and process performance), satisfaction (team members’ experiences and dynamics), and growth (ownership, skill development, and role expansion).

The module introduces core <strong>performance improvement methods and tools</strong>, including the <strong>Plan-Do-Check-Act (PDCA)</strong> cycle and process analysis tools such as <strong>SIPOC</strong> (Supplier, Input, Process, Output, Customer). It also reviews common quality tools used in root cause analysis and workflow evaluation, such as the <strong>Cause-and-Effect (Ishikawa/Fishbone) Diagram</strong>, <strong>Spaghetti Diagram</strong>, and <strong>Process Decision Program Chart (PDPC)</strong>.

Overall, the module prepares participants to identify improvement opportunities, communicate improvement work internally, monitor timelines and deliverables, and evaluate whether implemented solutions achieved successful results.

Keywords

Performance and process improvement

Healthcare quality management training

Organizational readiness for change

Change leadership stages

Leadership involvement in continuous improvement

Patient and stakeholder focus

Cross-functional improvement teams

Team effectiveness evaluation (productivity satisfaction growth)

PDCA (Plan-Do-Check-Act) cycle

Process analysis and root cause tools (SIPOC Fishbone Spaghetti PDPC)