About Us

CI breaks it down for me. 

They can see through all the complexity – Chris and Pam know exactly how to approach the problem, what improvement method to pick out and help to practically apply it in every situation. ~ Robert H.

Completed 1st touch customer calls went from 11% to 80% 

Customer calls completed within one transfer went from 11% to 80%. At the same time % of calls requiring >3 min to research and process calls improved from 30% to 15%. Our customers and our team are happier! ~ Customer call management   

I highly recommend the training ... efficient, effective, and fun 

I highly recommend the training provided by Continual Impact. Their planning and design is so important. Their ability to take a training and end up with a great start to the project is efficient, effective, and fun. ~ Marilyn T. 

Helpful, interactive, and I always leave with practical tips and tools 

I will definitely refer you to others! When I have attended trainings, you do in person and the one via online, they have been helpful, interactive, and I always leave with practical tips and tools! ~ Jenni L. 

A 92% improvement vs the 30% goal 

Capacity was increased by reducing the time to prepare, conduct, and follow up on an inspection; from 7 hours to 35 minutes. A 92% improvement vs the 30% goal. Team pride was through the roof! 

The best training, I have had in nearly 6 years 

Thank you, Pam and Chris, for a great training ~ probably the best I’ve had in nearly 6 years! You not only taught the class providing many “golden nuggets”, encouraged participation and we had lots of good laughs, in the process. ~ Nancy W. 

Thank you for your leadership

Thank you for your leadership in designing and implementing the QI Leaders Academy. ~ Kaye B.

Process time reduced from 99 days to 15 days

Flow the process to reduce death certificate filing time from 99 days to 15 days. An 84% improvement in process time. 

A week later, I am already promoting and using new tools 

Having the time to learn was very rewarding (facilitation style, how to work with different groups, how to move the team along, flexible approach, and problem solving). A week later, I’m already promoting and using new tools, like the Continual Improvement System (CIS). ~ Stephanie L. 

Shocking - we thought that we were going to remove 10 minutes, instead we removed 190 

Kaizen shocked us, we thought that we were going to spend a week to remove 10 minutes…instead we identified how to remove 190 minutes. ~ Karen T.

Team capacity increased 25% 

Capacity of the family clinic team increased by 25% with no additional resources! 

I have never seen such collective enthusiasm and cooperation 

There have been times when we tried to get together to work through stuff—this is really neat to see it in action...huge feeling of accomplishment! I have never seen such collective enthusiasm and cooperation as I have throughout this week. Thank you! ~ Kaizen event team 

This exceeded my expectations. This has been amazing. 

This exceeded my expectations. This has been amazing. I see us using this (Kaizen) on so many things we do.” “This Kaizen week has improved more than just enrollment. ~ HD Administrator, Julie P.

Compliance improved 54%, Process speed improved 43%; and Violations decreased 30%   

Compliance improved by 54%; Process speed improved by 43%; and Violations decreased by 30% as a result of the Food and Health Inspection process improvement project. 

What we did in one week would have taken a year

What we did in the Kaizen event, in our program would have taken us a year to do. ~ WIC Director 

Going right from learning into applying created immediate benefits 

Going right from learning into applying created immediate benefits and helped me further develop my skills. Ben L. 

Revenue UP. Labor time DOWN. Expenses DOWN.   

Immunization insurance reimbursement improvement decreased labor time by 30%, eliminated external contractor spending, and created additional reimbursement revenue. 

WOW! Talk about a personal and professional transformation! 

It was a wonderful experience. I was immersed in QI at a level I have never before experienced. A year ago, I didn’t really understand QI—I was one of those staff who said yeah—I’m supportive improvements for quality—I think performance management is important—but I didn’t understand or even know about QI principles or tools. WOW! Talk about a personal and professional transformation!  ~ Molly C.