At this point you can...

define in your own words "Continuous Quality Improvement", understand the term "process improvement", describe the purpose of the IMPROVE model, and list the 7 different parts that together make up Penn State's IMPROVE model. So what!

Now it's time to discover how people at Penn State use the IMPROVE model as a tool for defining and improving work processes using customer and stakeholder input.

In So What, four Continuous Quality Improvement stories are offered for your review. A thorough review of ALL four stories will help you to better understand Continuous Quality Improvement at Penn State. And for your convenience, all four stories are organized using Penn State's IMPROVE model.

Later, in Now What, you will be asked to reflect on these stories and think about ways to improve the quality of your work within the Penn State community.