A Generic Framework for Managing Quality Improvement: Theory and Practice

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Abstract
This article describes the theoretical background and the development of a framework to assist in planning the introduction and development of a continuous quality improvement process. The framework has been widely used as the basis for discussion and rationalization of quality improvement initiatives across organizations. The article describes each part of the framework: organizing; systems and techniques; measurement and feedback; and culture change. The key aspects of the framework are then compared to the Malcolm Baldrige National Quality Award (MBNQA). The way the framework is used is described, and the key outcomes from its use are compared to the MBNQA outcomes. Some tentative conclusions are drawn about the use of frameworks and self-assessment methods in the light of the evidence presented.

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