GETTING FROM GOOD TO GREAT
Project Planning
As you know, we are asking each program and function to participate in our quality
improvement program this year by selecting a quality improvement project to work on.
Through these projects we hope to accomplish two primary goals:
1. Significantly improve the effectiveness of CRJ’s programs and organizational
systems and processes.
2. Share the best ideas from these efforts throughout the organization so that we all
will benefit.
There are two different types of quality improvement projects:
Program Innovation: finding the best, evidence-based practices to implement in our
programs and functions.
Examples of some recent “great” program innovations are:
 In Community Strategies of Massachusetts, the programs are implementing daily
activity schedules, closely tied to the consumers Individual Services Plans.
 The Youth Services Department is working on a model girl’s program to propose
to DYS in Massachusetts and elsewhere.
 Watson House is in its first year of a new model of services for older DYS clients.
 The Adult Corrections Department is beginning to work with the Crime and
Justice Institute to study how we can improve our use of the LSI-R assessment
tool with our clients.
 Community Strategies of Massachusetts has implemented a facilities
maintenance program, utilizing consumers working with one of our job coaches.
 The HR Department implemented a sliding income scale in determining
employee contributions for Health Benefits.
Process Improvement: finding simpler and more reliable ways to be consistent, accurate
and responsive in how we do our work.
Examples of some of the “great” process improvement activities currently going on
include:
 HR is working on the development of a new performance and compensation
review process, designed to be easier to complete and more focused on
rewarding performance. It also introduced a new electronic Early Warning
System noticing HR of personnel changes.
 Fiscal and Community Strategies of New Hampshire staff are creating a new
billing process for CSNH.
 Case Management Systems are being developed and piloted at Coolidge House
and Community Strategies of MA.
 Coolidge House is beginning to hold quarterly accreditation meetings in order to
institutionalize the quality standards of the ACA.
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Each program and function is being asked to complete the following Project Planning
Form and submit it to Susan Jenness Phillips by September 19th. You should also
send a copy to your Department Director at the same time.
1. Describe the project you plan to undertake
o Is it a Program Innovation project or a Process Improvement project?
o What is the problem you are trying to solve?
o If you solved this problem what would be the benefit—to the
clients/consumers/residents or the program or the staff or the company?
o What are some options you are considering as possible solutions
o What are some of the measures you will use to assess if the project is a
success?
2. Who will be involved in this project?
3. What are the key action steps you plan to build into this process?
4. What timelines do you plan to work to?
5. What resources or assistance do you anticipate you will need to be successful?
In selecting the project you are encouraged to consider the following criteria:
 If you solved the problem it would have a significant impact on quality. It should
be an important issue that will challenge your team and have a big payoff.
 The project would have a very positive effect on the motivation and morale of the
staff—they could really get involved in it and would feel more effective if you were
successful in implementing it.
 It is a project that for the most part can be implemented by the program/function
itself. You control most of the issues (although you might need some advice or
assistance from others). Note: There will be a number of other Getting to Great
projects that will involve cross-functional and multi-functional efforts. The intent
of the program/functional projects is to work on local challenges to quality.
 If you figure out the way to improve quality, others in the company might also
benefit from your project.
If you have any questions please feel free to contact a member of the Quality Council.
Quality Council:
Bill Coughlin
Susan Jenness Phillips
Shannon Mountain-Ray
Mike Tausek
Deborah Williams
John Bujak
John Sullivan
Bill Barnes
Cheryl Roberts
PHONE #
E-MAIL ADDRESS
FAX
(617) 482-2520, Ext. 119
(617) 482-2520, Ext. 118
(617) 868-6199
(617) 437-1967
(978) 425-0772
(617) 867-0300
(617) 867-0300
(617) 482-2520, Ext. 110
(617) 482-2520, Ext. 125
bcoughlin@crjustice.org
sjenness@crjustice.org
smountain@crjustice.org
mtausek@crjustice.org
dwilliams@crjustice.org
jbujak@crjustice.org
jsullivan@crjustice.org
wbarnes@crjustice.org
croberts@crjustice.org
(617) 262-8054
(617) 262-8054
(617) 868-1213
(617) 424-1391
(978) 425-0959
(617) 867-0301
(617) 867-0301
(617) 262-8054
(617) 262-8054
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Project Planning Form
1.
Describe the project you plan to undertake:
o What kind of project is it? Check one:
Program Innovation project 
Process Improvement project 
o What is the problem you are trying to solve?
o If you solved this problem what would be the benefit—to the
clients/consumers/residents or the program or the staff or the company?
o What are some options you are considering as possible solutions?
o What are some of the measures you will use to assess if the project is a
success?
2.
Who will be involved in this project?
3.
What are the key action steps you plan to build into this process?
4.
What timelines do you plan to work to?
5.
What resources or assistance do you anticipate you will need to be successful?
Please submit this form to Susan Jenness Phillips by September ___.
You should also send a copy to your Department Director at the same time.
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