Key Points from Chapter Five

• Numerical goals contained in aims for improvement efforts must be connected to methods for achieving the goals, or else they can cause unintended consequences.
• In answering the question “How will we know that a change is an improvement?” assure the interests of the customer of the product, process, or service are strongly represented in the list of measures.
• During improvement efforts, multiple measures are almost always required to balance competing interests and help ensure the system as a whole is improved.
• Data collection will be most efficient and effective if the questions to be answered by the data and predictions are stated ahead of time.
• The Model for Improvement is based on an iterative, trial-and-learning ...

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