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Communication Strategies for Six Sigma Initiatives
Making the decision to bring Six Sigma into your organization is just the first step on a long journey. Although this approach has proven successful for a variety of industries (including healthcare), the best-laid plans may go awry if the focus is solely on the technical side, without considering the cultural and communication aspects of the equation. Since implementing Six Sigma usually involves changing human behavior, it's critical to include a carefully constructed communication plan that identifies and addresses human concerns. Initiating transformation of any magnitude across a healthcare organization requires meaningful dialogue with physicians, nurses, managers and other key stakeholders. The leadership team must communicate early and often -- clearly conveying the vision, strategies and benefits for all concerned. Overlooking this piece of the puzzle may undermine your efforts and could leave employees to fill the gaps with rumor, speculation and cynicism. Depending on the existing culture and level of familiarity, the news that Six Sigma is being adopted in the organization may elicit a variety of responses-everything from fear of the unknown to enthusiastic endorsement. For some, Six Sigma may represent an unwelcome change in familiar routines…"We've been doing things the same way for years-why do we have to switch now?" For others it may signify opportunity…"How soon can I sign up for training and start my projects?" Naturally, there is a wide range of reactions between these two, and if you're championing the cause you'll obviously hope to hear comments that lean toward the latter example. Launching Six Sigma in Healthcare What Is It? The answers to such questions will obviously depend on the specific goals and objectives your organization has established, the variety of people you will be communicating with and the amount of information each stakeholder group needs to receive during the early phases of the initiative. Designing an effective communication plan will require answering the basic questions - Who, What, When, Where, Why and How:
From Leading Six Sigma by Ronald Snee and Roger Hoerl Lessons From The Front Lines Summarized below are insights from some of the healthcare providers actively applying Six Sigma within their own institutions:
Six Sigma Communication Tactics The following is a list of some commonly used communication tactics:
Keep the Momentum Going As the program takes root within the organization and results begin to multiply, many organizations feel more confident in communicating outside their own walls. Some begin to share case studies in healthcare journals, present at national forums or publicize their commitment to quality through consumer advertising. It was noted at the recent Quality Colloquium at Harvard that there is a growing trend toward direct to consumer (DTC) ads touting quality improvement. A well-conceived communication plan will begin even before the first day of training or the first wave of projects has begun and will be woven throughout the initiative. Remember to communicate up, down and sideways across the organization. It's also wise to keep in mind that communication is an ongoing process - not a one-time event. It has been often studied and repeated that over 60% of change initiatives fail. This failure is due in part to the absence of acceptance in the organization for whatever path the leadership has chosen. Building that acceptance begins with the development of solid communication strategies. About The Author GE Medical Systems delivers a Six Sigma courses designed exclusively for healthcare professionals. With these programs, those already trained in Six Sigma and change management are taking their individual and organizational success to the next level by leading others in achieving extraordinary results. This article is intended to help colleagues benefit from key learnings in this process. Everyone committed to improving the healthcare environment through Six Sigma shares a common goal, and will hopefully join us on our mission to liberate the leader in every Six Sigma practitioner. Reproduction Without Permission Is Strictly Prohibited – Copyright Requests Publish an Article: Do you have a Six Sigma tip, learning or case study? Share it with the largest community of Six Sigma professionals, and be recognized by your peers. It's a great way to promote your expertise and/or build your resume. Read more about submitting an article. "The Bottom Line" Links
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