Tom Mosgaller, 63, says there's been a common thread that has run through his different careers: helping people and organizations improve how they do the things they do. He has worked as a community organizer, corporate vice president, quality improvement director for the city of Madison and now as director of change management for the Center for Health Enhancement Systems Studies (CHESS) at UW-Madison.
Why is it difficult for people to improve the quality of what they do?
I believe most people want to improve the quality of what they do but all too often work in organizations that have competing values - encouraging competition while saying they want to foster collaboration, focusing on quarterly dividends rather than long-term value, and rewarding quick-fix problem-solving over lasting solutions and long-term value to customers and our society.
What can people do to improve quality?
Have a plan for doing something, try it out by pilot testing your plan, learn from it, and adopt, adapt or abandon it and try again.
What have you done to improve yourself? How have you adopted the things you teach?
I'll be the first to admit to being a work in progress. I work hard at trying to be a life-long learner and integrate the core principles of being customer focused, data driven, and team oriented in everything I do. And when I fail I get up and try again.
You were Director of Organizational Development and Training for the city of Madison for 13 years. How do you think the city is doing now?
There was a time when the city of Madison was known worldwide for its work in improving quality. These economic times are going to be a test of whether we can sustain that reputation as one of the truly great places to live.
Your work now relates specifically to how to improve the quality of health care delivery. What have you learned in that?
Quality in health care, like any profession, requires that you begin by walking in the shoes of the people you serve. If you let that experience guide your actions you'll have the humility it takes to make a difference.
- Interview by Ken Singletary
