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Using CQI to strengthen family planning programs.


 This issue of "The Family Planning Manager" outlines the ways continuous quality improvement (CQI) can strengthen program productivity and efficiency, client satisfaction, and staff morale. CQI views organizational problems as resulting from systems and processes, rather than from individuals, and advocates a team approach to service improvement. In large organizations, senior managers can form a CQI core group to support the teams. Implementation of the CQI cycle involves a seven-step process: 1) identify an area in need of improvement; 2) define a problem within that area, and outline the sequence of activities (the process) that occurs; 3) identify desired outcomes and the requirements for achieving them; 4) select specific steps for study and, for each step, list obstacles to achievement of these outcomes; 5) collect and analyze data about obstacles; 6) take corrective action; and 7) monitor the results. The five basic principles of CQI--willingness to provide ongoing leadership and support, commitment to satisfying the needs of both staff and clients, focus on processes, respect for staff ability to improve processes, and collection and use of data--should be incorporated into all projects. To illustrate this process, the reform of MEXFAM's Management Information Systems Department's technical assistance process is described. Technicians were spending so much time responding to staff requests for computer assistance that they had little time for developing new computer systems and software. The problem was resolved through an assessment of the computer skills of all new and current staff and department-based week-long staff training in computer technology.
