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In this episode of Culture Change, Sue Tetzlaff emphasizes that efforts to elevate both competency and consistency are crucial for effective culture change and improvement. Competency relates to the quality and standards of practice, while consistency pertains to the frequency and application of those practices. The conversation explores how there are differences in how improvement teams and/or leaders approach increasing competency versus how they approach gaining more consistency. Ultimately, by focusing on both competency and consistency, an organization is aiming for a culture of continuous improvements that can be both measured and felt.

• Culture is how we do things around here which implies both competency and consistency in those “chosen things.”
• Competency relates to the quality of practice.
• Consistency is about the frequency of practice.
• A starting point is defining what it means to be both competent (how) and consistent (how often) in each required practice or standard.
• Understanding the 'why' behind practices enhances efforts to achieve both competency and consistency.
• Training, mentoring, and coaching are key to elevating competency.
• Accountability tactics are key to gaining and maintaining consistency.
• The long game in culture change requires sustained efforts focused on both competency and consistency of “how we do things around here.”

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