application of jurangÇÖ s trilogy

7/28/2019 APPLICATION OF JURANG S TRILOGY

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Presented To-

Asst. Prof. Rajesh Kumar

Department of Mechanical Engineering

SETSharda University

Total Quality Management

Presentation


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Group Members-

1. Shamshad Khan 1001063

2. Shivam Shrivastav 1001063

3. Siddhant Mohan 100106337

4. Siddhart Pandey 10010635. Vibhor Sharma 100106366


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APPLICATION OF JURAN STRILOGY

IN HEALTH CARE FACILITIES


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Due to the large success of TQM inmanufacturing companies, service organisations

have started to follow in their footsteps and

consider the application of TQM. This was mainly

due to the nature service industries in terms of itscustomer orientation. Thus TQM was applied to

banks , hospitals.

After its development and phenomenal success,

Total Quality Management (TQM) was applied

outside the industrial sectors to service

organizations, such as banks and hospitals.


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The patient safety model is designed to help

organizations create a strong safety culture byreducing human variation and performance,thereby reducing medical errors and serioussafety events.

The Juran Model for Patient Safety is based onthe Juran Trilogy, a management approach thatincludes quality planning, quality control, andquality improvement.

The Juran Model for Patient Safety can beimplemented with a simple, four-phased patientsafety road map. This helps in leading asuccessful patient safety program.

The approach begins by partnering with the

organizations patient safety officer and coaching


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What are the programs major components?

These can be described using the Juran Patient Safety road

map and are divided into four phases: assessment, planning,

improvement, and control. Assessment. This includes a patient safety culture

assessment, behavior-based observations, executive and staff

interviews, and an incident-reporting system analysis.

Planning. This focuses on creating the optimal patient safety

infrastructure, patient safety officer training, error prevention

training, root cause and special cause analysis training, and

basics of performance improvement.

Improvement. This includes implementing the error

prevention techniques, red rules (critical rules for patientsafety), event management, and performance improvement

activities.

Control. This includes the safety coach program, the

accountability just culture model, data management, teamleader continuing education, and ongoing program evaluation.


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What is the optimal infrastructure to support the initiative?

The optimal infrastructure to support the JuranModel for Patient Safety must consider committee

structure, resources, event management process,

policies and procedures, and data-reporting

structure

The committee structure includes

a high-level patient safety steering committee

responsible for the strategic and patient safety

plans.

The midlevel quality committee is responsible for

implementing the patient safety plan at the

operations level.


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The number and type of dedicated resourcesneeded depends on the organizations size and

complexity.

The event management process describes how

events are reported, the description of the event

(e.g., sentinel event, serious safety event, or near

miss), what investigation tools to use, and what

follow-up and reporting are needed.

The optimal infrastructure also includes

governance and chain-of-command procedures in

physician and nursing ranks to ensure

professional development and learning across the

organization.


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What do we do if performance lags or moves in the wrong

direction?

According to Juran, there are two types ofphenomenon that keep organizations from hitting

their performance targets: chronic problems

(common cause) and sporadic problems, or

spikes (special cause)

Six Sigma tools should be used for significant

breakthrough improvement


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Communicating results Health care organizations should always provide

multimedia education outlining why certainpractices are performed in the hospital (e.g., site-marking, positive patient identification, hand

hygiene, the five rights). The Juran Patient Safety Model encourages

patient and family participation by asking them toremind caregivers to perform the basic patientsafety practices, such as hand hygiene andpositive patient identification, as a form of peeraccountability.

.Being transparent about patient safety data isvital to improving the organizations safety

culture.


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APLLYING JURANS TRILOGY IN

BANKING


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Total Quality Management (TQM), which is abouttotal customer service and continuous customersatisfaction, is applicable not only in themanufacturing industry but in the service sector

as well.

Most bankers would like to believe that banks arein the finance sector, and not in the service

industry. Thus they tend to compete in terms offinancial prowess (e.g. Asset base, amount ofloans released, cash flow etc.) rather thanservice quality. However, banks depend oncustomer satisfaction to continue business. This

classifies them as a service company.


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However, little work has been done to measureand control quality in this sector. The work will

show that the use of TQM can be of great benefit

to the banks, as it will lead to an increase in the

organization customer orientation and competitiveedge.

The results show that the application of TQM in

the banking sector lead to increased productivity

and ability to compete in the global markets.


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Banks-A bank is a financial institution anda financial intermediary that accepts deposits and

channels those deposits into lending activities,

either directly by loaning or indirectly

through capital markets.

Quality of services is the most important aspect in

banking too.

As far as banking is concerned, effective TQM

measures bring in a transition form the good old

good to the novel better or best from the banks

internal department to its front-line employees


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Bank executives are mainly involved in-

1.asset management (the bigger the better),

2.cash flow management,

3.spread management (the wider the better),

4. asset/liability management, and 5.financial ratio analysis.


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Presently banks are ranked of their-

1. success by sheer size,

2.financial resources,

3. asset base,

4. number of ATM's (automated teller machines),

5. number of transactions,

6. number of depositors,

7. amount of loans released, etc.


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A bank applying TQM should track as goals and

benchmarks those that matter to the customer:

processing times of key products and services, like

loans, new accounts, ATM cards, credit cards, checkencashment;

waiting times like downtime and queuing time;

customer complaints, written or verbal; friendliness and efficiency of staff;

accuracy and timeliness of statements of accounts and

records;

effective interest rates, inclusive of all service andhidden charges;

promptness in responding to customer inquiries such

as in answering the phone, the number of rings before

phone is picked up, and number of transfers before the


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March 29, 2006

What is Juran Trilogy- Planning, Control, and Improvement of Quality

The Trilogy consists of three sequential andlogical groups of activities: Quality Planning, Quality Control, and Quality

Improvement.

All three processes are universal Applied to a particular process

Performed by top management or by middlemanagement


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March 29, 2006

-- Quality Planning

Quality Planning: Setting some objectivesand defining the means to meet thoseobjective.

Quality Planning Road Map Identify the customers both internal and

external. Significance to the business, operations, profits, etc.

(Pareto analysis)

Determine customer needs Tools to discover customer needs -- flowcharts,

surveys, interviews, etc.

Interpret the needs and put them into the language ofthe organization.


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March 29, 2006

-- Quality Planning, Cont.

Quality Planning Road Map, Cont. Develop product features to meet customer

needs

Customers (buyers), our needs (supplier), competition

Develop processes to produce the productfeatures

Cost effectively for both the supplier and the customer.

Prove the process

Meeting the quality goals under operating conditions Transfer the process to the operational area


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March 29, 2006

-- Quality Control In banking

Quality Control (QC): Quality control is theregulatory process through which wemeasure actual quality performance,compare it with quality goals, and act on thedifference (Juran, 1988)

Define the control what to control Units of measurement (e.g. hours spent, fuel

efficiency, number of errors, etc.) Specific measurement (e.g. X number of errors,

etc.) Standard of performance (against which to

measure any deviations)


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March 29, 2006

-- Quality Improvement In banking.

Charter the project team activities

Provide recognition for the team

Provide rewards for quality and quality

improvement

Track and follow-up with improvements


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March 29, 2006

How the Juran Trilogy Tool May be Used?- The Customer Mail Example: A Bank Case

Problem defined: At times (spike), there is a lot of mail return that

is intended for private customers of the bank.

The mail does not reach customers on time.

Usual corrective measures: A fire team is called (several employees from

other areas are called in) to call the customersand check the addresses.

When the addresses are checked, then the mailis re-mailed.


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March 29, 2006

How the Juran Trilogy Tool May be Used?

- The Customer Mail Example, cont.

Using the Trilogy approach: Quality Improvement

Further review of the process for capturingcustomer addresses is identified. One additional department is involved in maintaining

correct customer information. Identify all relevant functions and people along the

process

Select an inter-functional team: mail department, IT,relationship managers, and customer service


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Contd.

Charter the project team activities Flowcharts Identifies the reason for failure to capture all

necessary customer information Recommends that only one department be

responsible for collecting data Communicate the results and cost savings

and improved customer service Reward the participants

Establish an appropriate monitoring system.


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DIMENSION OF QUALITY IN

SERVICES

o PERCEPTION

o MIND SET

o MOTIVATION

o

APPRECIATIONo QUALITY IS RESPONSIVENESS

o ASSURANCE AND RELIABILITY

o PERSONALIZED CARE.


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Thank-You

application of jurangÇÖ s trilogy

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