Tools and Decision Making for Ongoing Performance Management

Tools and Decision Making for Ongoing Performance Management

Tools and Decision Making for Ongoing Performance Management Scenario Worksheet

HCS/451 Version 5


Toolsand Decision Making for Ongoing Performance Management

Universityof Phoenix Material

Toolsand Decision Making for Ongoing Performance Management ScenarioWorksheet

Asa group, select one scenario that is most applicable to your chosenorganization type and complete the worksheet. This worksheet willprovide the foundation for completing the Tools and Decision Makingfor Ongoing Performance Management Presentation.


  • ABC organization has noticed an increase in patients who have acquired infections while receiving care and service. In fact, there seems to be so many different types of infections that the organization does not know where to start. With your guidance, the organization will be able to identify infections and the number of infections per category throughout the facility to determine the vital few and focus their efforts on the few areas that will bring about the greatest return on investment of time and effort. The organization needs to identify which infections affect the most patients. Which tools would you use to make this decision?

  • DEF organization has received complaints from patients regarding the delays they experienced when checking in for care or service at the front desk to the time they are called to receive their services. The patients commonly described the issues they experienced as a bottleneck. The organization has determined that the admission process needs to be reviewed and suggestions need to be made on ways to streamline the process to more efficiently manage the flow of patients in the facility. Which tools would you use to make decisions on streamlining the process?

  • The Information Technology department of GHI organization recently experienced a system outage that left staff in the organization unable to access their primary billing software application for several hours. Leaders in the organization noticed this disruption of workflow. They wanted to know the contributing causes and the root causes of this outage so systems could be implemented to ensure no future disruption. With your knowledge of tools used for decision making, which tools would be most effective for addressing this situation?

  • Leadership in JKL organization has asked the following questions:

  • Have our customer satisfaction scores improved over the last 2 years since we implemented the Rapid Response Teams?

  • Are there any observable patterns or trends upward or downward? Are there any high or low points?

Whichtools would you use to answer these questions?


  1. What kind of information do you need to respond to this scenario?

  2. How and where can you acquire this information?

  3. What processes should you use to gather this information?

Completethe following table:


What kind of information will each tool provide?

Under what conditions is this tool most applicable?

Failure modes and effects analysis (FMEA)

FMEA is a failure analysis tool that provides information about the reliability of a given system and the possibility of its failure (Institute for Health Improvement, 2015).

Used when a given system is suspected to have some defaults or fails to achieve the desired objectives (IHI, 2015).

Flow chart

Informs about the order in which work flows and duplication of work (Fredrick, 2014).

Used when the organization wishes examine efficiency in its system, train new employees about the flow of work, or identify duplications in its process (Fredrick, 2014).

Cause-and-effect diagram

Informs about all possible causes of a given problem (Keith, 2015).

Used when the organization intends to solve problems in its system, but needs to identify all factors that might have contributed towards the occurrence of the problem (Keith, 2015).

Check sheet

Control chart


Pareto chart

Run chart

Scatter diagram

How do you determine which tool is most appropriate?

What are the most appropriate tools for responding to this scenario?


  1. How will you respond to the scenario? Explain your reasoning.


  1. How did your team come to an agreement about this scenario?

  2. What challenges did you encounter? How did you overcome these challenges?


Fredrick,V. (2014). Whyuse a flowchart?Santa Monica: Demand Media.

Institutefor Health Improvement (2015). Failuremodes and effects analysis (FMEA) tool.Cambridge, MA: IHI.

Keith,J. (2015). Cause and effect analysis. MindTools Ltd.Retrieved September 10, 2015, from

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