facilitating workshop on quality assurance program for mbfi - sw1
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LESSON PLAN ON QAP
NEED FOR THIS SEMINAR-WORKSHOP
FEEDBACK?
Seminar-Workshops Leading to Institutionalization of QAP in MBFI
1st
S-W2nd
S-W3rd
S-W4th
S-W5th
S-W
OBJ 1-4 5-6 5-6 6-7 6-7
Sched May June July Sept Nov
1st Seminar-Workshop Leading to Institutionalization of QAP in MBFI
Objectives 1 to 4:
•Concept of Quality, QA, QMS
•Role of Administration and Personnel
•Quality Planning
•Quality Policy
LEARNINGPositive observable change
(for the better or improvement)
in human behavior, disposition, attitude, performance or capability
which persists over a period of time
Outline of Training Program(Objectives)
• Concept of–Quality–Quality Assurance –Quality Management System
»In general»In relation to MBFI
1
Outline of Training Program(Objectives)
• Concept of–Quality–Quality Assurance –Quality Management System
»In general»In relation to MBFI
1
Let’s discuss!Let’s brainstorm!
Concept of Quality, QA, QMSIn General In relation to
MBFIQuality
QualityAssuranceQualityManagementSystem
Concept of Quality, QA, QMSIn General In relation to
MBFIQuality
QualityAssuranceQualityManagementSystem
LET’S BRAINSTORM FOR 15 MINUTES!
Q - Service?Q - Product?
Concept of Quality, QA, QMSIn General In relation to
MBFIQuality
QualityAssuranceQualityManagementSystem
LET’S BRAINSTORM FOR 15 MINUTES!
Quality- extent to which care provided is expected to achieve the most favorable balance of risks and benefits (Donabedien)- performance of interventions that are known to be safe, that are affordable to the society in question, and that -- produce an impact on mortality, morbidity, disability, and malnutrition (Roemer and Aguilar).-"Doing the right thing, right, the first time." (Unknown Sage)
Manila Doctors HospitalQuality Assurance Program
Definition of Terms
Manila Doctors HospitalQuality Assurance Program
Definition of Terms
Quality Medical Services
- the correct application of currently available medical knowledge and technology in the care of patients.
- care administered in compliance with universal and specific technical standards to the maximum degree permitted by the particular society's capacity to meet those standards (Stewart Blumenfield).
Quality- Definition -
Degree to which a set of inherent characteristics fulfils requirements
The term “quality” can be used with adjectives such as poor, good or excellent.
“Inherent”, opposed to “assigned”, means existing in something, especially as a permanent characteristic.
ISO 9000:2000 (E)
Quality- Definition -
Client or Customer Satisfaction
Quality- Definition -
Customeror Client
Requireents
Customeror Client
Satisfaction
Input OutputProcess
ProductService
Quality- Definition -
Customeror Client
Requirement
Customeror Client
Satisfaction
Input OutputProcess
ProductService
Degree to which a set of inherent characteristics fulfils requirements (ISO 9000)
Quality for MBFI- Definition -
Quality Service
Client Satisfaction
Manila Doctors HospitalQuality Assurance Program
Definition of Terms
Quality Assurance
- a problem-solving process that automatically assesses the quality of care and corrects any defect that is observed.
Quality Assurance- Definition -
Part of quality management focused on providing confidence that quality requirements will be fulfilled
ISO 9000:2000 (E)
QualityAssurance- Definition -
Customeror Client
Requirement
Customeror Client
Satisfaction
Input OutputProcess
ProductService
Quality Management System- Definition -
Management system to direct and control an organization with regard to quality
ISO 9000:2000 (E)
System - Set of interrelated or interacting elements
Management system - system to establish policy and objectives and to achieve those objectives
Management - coordinated activities to direct and control an organization
Quality Management - Definition -
Coordinated activities to direct and control an organization with regard to quality
ISO 9000:2000 (E)
Direction and control with regard to quality generally includes establishment of quality policy and quality objectives, quality planning, quality control, quality assurance, and quality improvement.
Quality Management System
activities to satisfy
quality-related
expectations of clients
and stakeholders
Model of a process-based quality management system
Continual Improvement of Quality Management System
Customers
Requirements
Customers
Satisfaction
Managementresponsibility
ResourceManagement
Measurement, analysis, andimprovement
Productrealization ProductInput Output
Value-adding activities Info Flow
Concept of Quality, QA, QMSIn General In relation to
MBFIQuality
QualityAssuranceQualityManagementSystem
Concept of Quality, QA, QMSDe Kalidad!
No. 1
May Quality Management System
Garantisadong Quality ang Serbisyo!
Quality Assured!
Manila Doctors HospitalQuality Assurance Program
Definition of Terms
Total Quality Management
- a holistic organizational approach in maintaining and improving quality. - all activities and resources of the organization are directed toward the achievement of its goals: optimum patient care outcomes in terms of both patient well-being and satisfaction with the care given and a well functioning system that provides high quality care while keeping its costs to a minimum (Dienemann).
LEARNINGPositive observable change
(for the better or improvement)
in human behavior, disposition, attitude, performance or capability
which persists over a period of time
Outline of Training Program(Objectives)
• Concept of–Quality–Quality Assurance –Quality Management System
»In general»In relation to MBFI
1
Outline of Training Program(Objectives)
• Role of –Administration –Personnel
» in QAP
2
Why go for
Quality ServiceQuality Assurance ProgramQuality Management System
in MBFI?Should we/Should you?
Manila Doctors HospitalQuality Assurance Program
Rationale
- Health professionals have an ethical and moral obligation to render the best possible medical services to their patients. Quality Assurance documents the fulfillment of this obligation.
- The cost of medical care is skyrocketing. Health administrators and funders are demanding that costs be reduced and that they get value for their money.
Manila Doctors HospitalQuality Assurance Program
Rationale
- Consumers are better educated and have greater awareness of the benefits of medical care. They are demanding quality medical services.
- Due to globalization of industry and health care, to be competitive, a hospital must provide quality medical services.
- Quality Assurance is a requirement for accreditation of a hospital in the National Health Insurance Program.
Manila Doctors HospitalQuality Assurance Program
Objectives
- To ensure that patients enjoy the right to health and are provided quality medical services.
- To fulfill the ethical duty of health professionals to render the best medical services.
- To continuously improve the standards of quality medical services.
Manila Doctors HospitalQuality Assurance Program
Objectives
- To ensure the safe use of potentially harmful technology and procedures.
- To minimize variation in the quality of medical care in the hospital.
- To prevent wastage of resources by resulting from giving substandard medical services. - To ensure that the patients derive the full benefit of effective diagnostic and therapeutic procedures.
Why a QMS? Why ISO?
• Comply with customers who require it• Compete both locally and globally• Improve quality system• Achieve better understanding of all
quality practices throughout the organization
• Improve quality awareness
Why a QMS? Why ISO?
• Ensure continued use of required quality system year after year
• Improve documentation and records• Yield cost savings and improve
profitability• Form a foundation for improvement
activities within Total Quality Management
Why go for Quality Assurance Program?
To Be Competitive!
To Survive!
Why go for ISO 9000 Certification?
Why go for
Quality ServiceQuality Assurance ProgramQuality Management System
in MBFI?Should we/Should you?
YOU HAVE TO ANSWERTHIS QUESTION
BEFORE WE CAN PROCEED FURTHER!
Outline of Training Program(Objectives)
• Role of –Administration –Personnel
» in QAP
2
Quality Management System Requirements
1st Requirement:
Management Responsibility
Management Responsibility Responsibility of management for
developing a quality system
Major responsibilities:
-establish a quality policy
-organize personnel
-verify quality
-review the quality system
Management Responsibility Responsibility of management for
developing a quality system
Define and document
policy for quality, quality goals, and commitment to quality
Ensure that policy is
understood, implemented, and sustained at all levels and at all times
Responsibility and Authority
The management is required to define the responsibility, authority, and interrelationship of all personnel affecting the quality of product and service to customers.
Responsibility and Authority All personnel should be aware of the
scope, responsibility, and authority
of their functions and
their impact on the
quality of their products or services.
Plan-Do-Check-Act Cycle and Habit
Make them aware of the potential causes for client dissatisfaction
Responsibility and Authority All personnel should be aware of and
feel responsible for,
achieving the quality objectives and
for fulfilling the requirements for the
quality of products or services.
Plan-Do-Check-Act Cycle and Habit
Make them aware of the potential causes for client dissatisfaction
Responsibility and Authority
Management should designate individual/s
to monitor and report the quality
achieved.
Quality Manager - Quality Assurance Committee - Management
Representative
Responsibility and Authority
Those designated should have access to the
highest levels of management in the
organization.
Quality Manager - Quality Assurance Committee - Management
Representative
Responsibility and Authority - initiating action to prevent occurrence of
non-conformity
- identifying and recording deficiencies
- initiating, recommending, or providing solutions through designated channels
- verifying implementation of solutions
- controlling the process until the deficiency has been corrected
Outline of Training Program(Objectives)
• Role of –Administration –Personnel
» in QAP
2
Outline of Training Program(Objectives)
•Quality Planning
3
Outline of Training Program(Objectives)
• Quality Planning– Overall– Divisional
3.1
3.2
Overall Quality Planning•Vision-Mission of MBFI (review – national
need and global trend; is there a need to revise – delete or add?)
•Goals and Objectives•Clients’ Expectations (Board of Directors,
internal and external clients)•Potential Causes of Dissatisfactions (Board
of Directors, internal and external clients)
3.1
Approval by Management
Divisional Quality Planning
•Goals and Objectives (review – compatible with mother vision-mission; is there a need to revise - delete or add?)
•Clients’ Expectations (Board of Directors, internal and external clients)
•Potential Causes of Dissatisfactions (Board of Directors, internal and external clients)
3.2
Approval by Management
QualityAssurance- Definition -
Customeror Client
Requirement
Customeror Client
Satisfaction
Input OutputProcess
ProductService
Model of a process-based quality management system
Continual Improvement of Quality Management System
Customers
Requirements
Customers
Satisfaction
Managementresponsibility
ResourceManagement
Measurement, analysis, andimprovement
Productrealization ProductInput Output
Value-adding activities Info Flow
Quality Planning- Definition -
Part of quality management focused on setting quality objectives and specifying necessary operational processes and related resources to fulfill quality objectives
ISO 9000:2000 (E)
Establishing quality plans can be part of quality planning.
Quality Plan- Definition -
Document specifying which procedures and associated resources shall be applied by whom and when to a specific project, product, process, or contract
ISO 9000:2000 (E)
These procedures generally include those referring to quality management processes and to product realization processes.
A quality plan often makes reference to parts of the quality manual or to procedure documents.
A quality plan is generally one of the results of quality planning.
Vision
A professionally-run, responsive, proactive, and creative organization through which
the Metrobank Group of Companies is able to express its commitment to lead
the private sector in fostering holistic human development in both the national and international arena, thereby effecting an empowered society whose members are able to realize their human potential.
Mission
Propagate a culture of excellence with a human face by actively implementing,
assisting and/or supporting programs which strengthen and advance the
strategic sectors of society as well as respond to the needs of the disadvantaged.
Organizational ChartBoard of Trustees
Executive Director
Asst. Exec. Director
Accounting
Adm EducationGrants /Arts
HealthCare
CorporateCommunication
Prog Asst Prog Asst Prog Asst
Prog Staff Prog Staff Prog Staff
Outline of Training Program(Objectives)
•Formulation of Quality Policy–Overall–Divisional
4
Approval by
Management
Quality Policy- Definition -
Overall intentions and direction of an organization related to quality as formally expressed by top management
ISO 9000:2000 (E)
Generally the quality policy is consistent with the overall policy of the organization and provides a framework for the setting of quality objectives.
Quality management principles in ISO can form a basis for the establishment of a quality policy.
Quality Policy“The overall intentions and direction of an organization
with regards to QUALITY as formally expressed by top management .....
The quality policy forms one element of the corporate policy and
is authorized by top management.”
Quality Policy
Management should
define,
document, and
demonstrate commitment to quality service or product
visibly and actively on a continuing basis.
Quality Policy•Define Quality Policy
•Define Quality Objective
•Define Quality Commitment
•Document Quality Policy
•Make sure all personnel
understand, implement, and maintain policy
Quality PolicyHow to Define
•It should be expressed in a language which is easy to understand.
•It should be relevant to the organization, its other policies, the products or services provided, and the organization’s personnel.
•The quality objectives should be achievable.
Quality Policy
How to Define
•It should be expressed in a language which is easy to understand.
simple language
easy to remember - memorize
Importance -in implementation and during external audit
Quality PolicyHow to Define
•It should be relevant to the organization, its other policies, the products or services provided, and the organization’s personnel.
Get hold of vision-mission-goal-objectives of organization and then put emphasis on QUALITY
Quality PolicyHow to Define
•The quality objectives should be achievable.
100% Client’s Satisfaction
100% Accuracy
Achievable or not?
Realistic or not?
Quality Policy
How to Demonstrate Commitment
ACTIVITIES (actual and documented)
•ensuring that personnel understand and implement quality policy
•initiating, managing, and following up on implementation of quality policy
Regular Periodic Management Review - Internal Audit - Training - Disciplinary Actions etc.
Quality PolicyHow to Demonstrate Commitment
ACTIVITIES (actual and documented)
•not accepting deviations from quality policy
•providing adequate resources and training to support quality system development and implementationRegular Periodic Management Review - Internal Audit - Training - Disciplinary Actions etc.
Quality Objectives
Company A
The company is committed to the delivery of products that comply with the agreed requirements, are delivered on time, and at the negotiated price.
All company staff are responsible for ensuring that the corporate goal is fulfilled.
Company B
The company is committed to implementing quality management programs which ensure conformance to contractual requirements on time and within budget. All staff are responsible for the quality of the company’s deliverables.
Company B ...
Quality assurance programs are an integral part of the management methodology of the company and are designed to enhance and perpetuate the reputation of the company as a producer of reliable quality products.
Company B ...
Programs stress defect prevention aspects of quality, with the emphasis on building quality into the deliverable.
Management programs provide for control at all stages of the process from design through installation and include subcontractors as partners in the process.
Company C
We want ComC to be regarded by our customers, our suppliers, and our employees as the best and most profitable distributor of building materials in the markets we serve.
Company C ...
Total Customer Satisfaction
To this end, each member of ComC is committed to the idea and practice of exceptional service that consistently meets or exceeds the expectations of our customers and our suppliers.
Company C ...
Outstanding Profitability and Profit Sharing
We are also committed to achieving outstanding levels of profit sharing by ensuring that each operating entity is the most efficient, the most productive, and, therefore, the lowest cost distributor of building materials in the markets we serve.
Company C ...
Continuous Quality Improvement
Each member of ComC will continuously pursue quality improvement designed to provide every member of the organization with the knowledge and the skills needed to achieve the goals of our quality policy.
Company C ...
This Quality Policy is supported by an annual business planning process that results in measurable quality objectives and through monthly reviews of quality system operation by the senior management committee.
Quality Policy Statement
In your own words
Essential Elements
Commitment
General - Little Specific
Quality Policy
The Manila Doctors Hospital shall always strive to meet the international standards of quality in health care.
It shall always ensure that all services rendered meet client satisfaction and needs by:
Establishing
an infrastructure that meets international standards on environmental and occupational health and safety;
a structured sustainable quality management system based on international standards;
Providing
quality health services that exceed client’s expectation;
control in the delivery of services;
personnel who are trained professionally and conditioned to always provide quality services;
quality health researches that promote quality services;
adequate resources for staff development, facilities, equipment and maintenance, continuing professional education and research, information system, and other projects that will promote quality;
Operating within the standards provided by the World Health Organization and the Philippine Department of Health;
Supplying information to clients thereby enabling informed decision;
Regularly consulting clients on quality of services rendered and that should be rendered;
and
Continuously auditing and improving services so as to achieve excellence in quality health care.
5 Major Components of Quality Management System
1. Quality Policy
2. Quality Planning - Quality Objectives
3. Quality Operational Procedures and Standards
4. Quality Control
5. Quality Improvement
Content of QMS Manual
Organizational Profile
Vision-Mission
Goals and Objectives
Quality Policy
Quality Objectives
Manila Doctors HospitalQuality Assurance Program
Definition of Terms
QA Circle
- a team composed of members who needs to work on a problem and include the following:
•One who is involved and who knows of the process•One who is affected by the problem•One who has technical expertise•One who makes decisions about the process•Other ad hoc members
Quality Objective- Definition -
Something sought, or aimed at, related to quality
Quality objectives are generally based on the organization’s quality policy.
Quality objectives are generally specified for relevant functions and levels in the organization.
ISO 9000:2000 (E)
Quality Control- Definition -
Part of quality management focused on fulfilling quality requirements
ISO 9000:2000 (E)
Quality Improvement- Definition -
Part of quality management focused on increasing the ability to fulfil quality requirements
ISO 9000:2000 (E)
Quality Manual- Definition -
Document specifying the quality management system of an organization
ISO 9000:2000 (E)
Effectiveness and Efficiency- Definition -
Effectiveness - extent to which planned activities are realized and planned results achieved
ISO 9000:2000 (E)
Efficiency - relationship between the result achieved and the resources used
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