Lessons learned while implementing service quality improvement.

The successful implementation of quality improvement (QI) in an organization requires the organization's executives to visibly and consistently demonstrate an understanding of and commitment to QI principles. One means of developing this understanding is to give executives firsthand experience with QI tools and skills. This article details the lessons learned by personnel at a large medical center during the implementation of QI initiatives and highlights some aspects of the role hospital executives must play in achieving QI. Whatever approach an organization chooses for the implementation of QI, the exercise of discipline to do what is right inevitably will lead to the improvement of quality.