Interpreting Data

Start Small

PDSA can be used to test and measure system-wide improvements, however, it’s important to start with small fast tests when implementing PDSA. It’s helpful to focus on only one piece of the change rather than the entire implementation as you move through each round of testing. You can choose to run separate PDSA cycles simultaneously or sequentially depending on your desired outcome.

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Analyze Your Complaints

Keep track of the complaints you receive and respond to. Every 6 months revisit that list and make note of the complaints that arise the most. Ask your team and yourself if there is a barrier in the process or if there is a change that can be made to decrease the most common complaints.

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Plus/Delta & Why

A plus/delta tool can also aid in reflective practice. When using this tool, it is important to ensure you capture WHY each factor is a plus or a delta. The why is critical in deciding the best next steps.

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The Power of Silence

Silent feedback may seem like an oxymoron, but it can be a powerful tool for collective brainstorming and reflection. In a meeting, ask each participant to write his/her response to a given question or prompt. Then, ask them to pass their papers to right, read what their colleague wrote, and provide comments or a reaction. Continue rotating the papers until each paper gets back to its owner. Ask the owner to review all comments and provide a one-sentence summary about the contents of the entire page.

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Remember Why You Asked

Before you open your next results report, pause and remember why you asked for data in the first place. Whether it’s feedback or an audit, the larger goal is likely improvement. Keep this perspective as you open the file.

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Relate Don’t Compare

Look across industries for benchmark data. Some of the greatest innovations and successes are inspired by businesses doing completely different work.

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Displaying Data

One caution for the results report and the sharing of the data would be to give careful thought to the way data are broken out when displaying rates of change. Often change that appears small in a graphic display may be more significant and some changes displayed as large may not be significant. Be careful when using graphic displays to describe the accuracy of the data.

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Organize Your Feedback

The plus/delta tool is an effective way to keep feedback organized. As electronic file sharing continues to be a positive trend in organizations, consider leveraging electronic tools for feedback gathering. Teams might use a shared plus/delta document to collect feedback about wins and challenges, if a particular process is ongoing. The notes made on the plus/delta can then be examined at each team meeting.

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Rolling Out Results Builds Trust

Rolling out results with employees is a powerful form of transparency that breeds trust among employees. When employees trust their leader, they become more deeply connected to the work they do. Moreover, when the direction and goals of the organization are clearly communicated, employees take ownership of their work and set their own individual goals to achieve overall results.

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From Results to Action Plan

After you’ve completed the results rollout process, review the additional data you collected. Then, develop an action plan:

  • List the team’s prioritized actions.
  • Determine a timeline for implementation for each action.
  • Identify the person responsible for successful implementation of each action.
  • Provide the team with the draft 90 Day Action Plan for one last review and opportunity for feedback before implementation.
  • Implement the action plan.
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Identify Themes in Survey Results

During Results Rollout, present the 3 highest items, the 3 lowest items, and themes derived from additional comments. While reviewing comments, remember to look for productive information that can be used for improvements. Don’t focus on vague statements like “communication is poor,” seek to identify the common themes across all stakeholders surveyed.

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Ask How to Improve Communication

Gather feedback from your employees and the community (investors, customers, people who benefit from your organization) regarding your communication. Do they receive too much communication, or too little? Are they able to understand the communication and find it relevant? What improvements do they recommend? Review the responses and tailor the organization’s communication practices to their preferences.

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Sharing Data

After we have gathered data, it’s important to close the feedback loop and share the results with our organization’s stakeholders, such as employees and the community. Conversations with stakeholders around the data provide opportunities to gain additional information and identify wins, gaps, and possible strategies for reducing gaps.

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Drowning in Data?

The quality of the data is much more important than the quantity. Are you collecting the data that is most important for the organization? Are you using the data that’s being collected? Align the data to the organization’s goals to focus on what matters most and eliminate unnecessary data collection.

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The Right Data

Collecting data has a specific purpose. The type of data collected and the tool used for collection is determined by the issue, problem, or challenge to be addressed. Start by identifying one goal that the team or organization wants to achieve. What data is needed to understand the current state, set a challenging goal, and measure the progress? Collecting the right data and using it for improvement is essential to increasing performance.

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Weekly Connections

Connect with your team once a week for 10-15 minutes. Each member reports: one win/progress made, what step they’re taking next, and any potential barriers to achieving their goal.

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