Appendix 2 - QI Terminology

1. Appendix 2 - QI Terminology Action Items: A running list of items identified by the team that require action. Should also include the team member(s) responsible for seeing that it is done. Agenda: A planning and meeting management tool that identifies what will be discussed at meetings, who is responsible, the format for the activity, and the expected duration. Brainstorming: A structured technique in which a group of people generates a large number of ideas by listing anything that comes to mind Champion: An individual who sparks and coordinates the quality process in the organization or department. Charter: Document establishing the team. It is negotiated between the team and its sponsor and may include such information as team mission and membership, roles, authorities, ground rules and boundaries. Consensus decision making: A process in which team members openly express their views to come to agreement; employs negotiation and mediation skills; means unanimity of support, but not necessarily total agreement on solutions. Continuous Improvement: A systematic method of increasing the reliability and capability of a work process Cross Functional Team: A team consisting of individuals from different functional areas, either within an office or an outside office. Customer: The individual or entity that benefits from your services. Customers can be internal or external to your work unit/UW. Financial Management’s key customers include students and research faculty. Customer Complaint: An opportunity to improve the process. Cycle Time: The amount of time a process takes, from beginning to end. Data Analysis: Review data and propose conclusions. Can include, but is not limited to, proving the problem exists, defining the extent of the problem, identifying causes of problems and opportunities for process improvements.

2. Appendix 2 - QI Terminology Data Gathering: Collecting meaningful information. Can include, but is not limited to, measuring, counting, tracking, rating, surveying to evaluate cycle time, volume, customer satisfaction, ease of use, and error rates. Driving Forces: Forces which move a situation toward change. Executive Improvement Team: Team involving all senior managers in Financial Management formed to communicate Qlsuccesses, share Ql experience, educate its members and maintain consensus on key strategic efforts in Financial Management. Facilitator: A trained individual who assists in education and training of the team, meets with groups, and is a combination of coach, teacher, enthusiast, and communicator. Flowchart: Pictorial representation showing the steps and decision points of a process. Can be minimal or detailed. Goal: What the solution(s) should achieve. For example, this solution should reduce errors by 25% or reduce cycle time by three days, or bring 92% of the activity within statistical limits. Ground Rules: Team guidelines that reflect team values and create procedures and environment to achieve common goals; usuallly established by team members with guidance from the team leader. Ice Breakers: Activities that initiate a meeting and help get team members comfortable with each other. Implementation: Making the approved solution a reality. Leader: The leader of a team acquires the necessary knowledge and training; assists in training; helps members stay focused on the process; sees that records are kept; and encourages involvement. Leadership Qualities: Qualities, values and behaviors of Financial Management leaders, including trustowrthy, trusting of others, approachable and inspiring (see Team Leader for explanation of that role). Measures: Data collected and analyzed before and after problem selection and solution to develop benchmarks for solution assessment. Member: The member participates fully in the process, shares ideas and information freely, encourages the support of others, and attends meetings regularly and promptly.

3. Appendix 2 - QI Terminology Mission: The goals and objectives of the team. Pilot: To pilot something is to try it out for a period of time. Plus Plus/Plus Evaluation: An evaluation of an activity or process. Team members brainstorm on the things that went particularly well. (Plus Plus) and the things that need improvement (Plus). Prevention: Future-oriented strategy that improves quality by directing analysis and action toward correcting the production process. Process: Transforming an Input to an Output by adding value. A group of logically related activities which produce results. Process Partner: The next person or group in the process flow chart. Co-workers are linked by the process and are either suppliers to the next person/work group in the process or process partners to the previous person/work group in the process. Process Improvement Team: A team made up of the right people to identify problems and propose and implement solutions for a process. Usually crosses department/divisional lines. Quality: The characteristics necessary to meet and exceed customer expectations. Quality Improvement Team: A team made up of the members of a natural work group, such as a supervisor and her/his direct reports. Quality Improvement Tools: Tools and techniques for continuous improvement. Includes, but are not limited to, flow chart, brainstorming, check sheet, nominal group technique, pareto chart, run chart, control chart, histogram, pie chart, cause & effect diagram, scatter diagram, force field analysis, bar graphs and checklists. Recognition: An ongoing activity through which people express their appreciation for each other’s value and contribution. Rework: Redoing work due to errors, system failures, or not meeting customer expectations. Rework can be internal or external (rework done by customer). Root Cause: The underlying reason(s) for a problem. This is normally discussed after the problem is well-defined.

4. Appendix 2 - QI Terminology Sponsor: The sponsor is the highest level manager of the organizational unit that controls the process. The sponsor does not serve on the team, but supports the team, provides resources and concurs with team actions as appropriate. The charter establishes the authority of the team and the role of the sponsor. Synergy: A combined or joint action or operation which results in a better product than an independent action acting alone. Team: A group of people who have developed and share a common mission, goals, activities, spirit, and appreciation of one another’s skills. Team Building: Exercises and other activities designed to build team synergy, involve team members and break down barriers. Team Leader: Elected or appointed key team member who coordinates team meetings and actions. Team Presentation: Presentations to mark key milestones in the team project. Presentations cover the team mission, problem statement/process, team activities, results of teamwork, proposed solution, implementation plan, confirmation process in a way that is understandable to anyone unfamiliar with the project. Presentations involve/include every team member. Type I Problem: A problem that the team can control, i.e., the team has information, expertise, resources, and authority necessary to solve the problem. Type II Problem: Team can influence, i.e., the team does not have full control but can influence outcome, with assistance. Type III Problem: Team has neither control nor influence, and should not take on this problem. Vision: The model of how the organization would like to be perceived by those internal and those external to the organization.

5. Appendix 3 - Acronyms

6. Appendix 3 - Acronyms