ABSTRACT
This chapter addresses the role of the quality professional in quality training. Engagement with nurses, physicians, and employees is part of every technique delivered in quality management. Tools such as PDSA, root-cause analysis, defining the quality strategy, communicating results, and performing process improvement initiatives all help support engagement. Extrinsic motivation is reward-driven behavior. It involves working at activities in order to gain some type of known, external reward. Standard work is the best way to safely complete an activity with the proper outcome and the highest quality. Standard work is for the benefit of employees, customers/patients, and organizational leadership. If the standards are written correctly, leadership can address any deviations they may witness by asking employees why they are doing things differently from what is stated in the standard work.
