concept in quality

8/14/2019 Concept in Quality

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Concept inConcept in

Total Quality managemeTotal Quality manageme

Presented byPresented

by

Dr/ Muhammed FathyDr/ Muhammed Fathy

Leader staff development.TQM departmentLeader staff development.TQM department


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The main 3 items in our lecture:The main 3 items in our lecture:

1.thinking of quality.1.thinking of quality.2.Quility at work.2.Quility at work.

3.Management support for quality.3.Management support for quality.


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QualityQual

ity

DOINGDOINGTHE RIGHTTHE RIGHT thingthing

WithWith THE RIGHTTHE RIGHT wayway

atat THE RIGHTTHE RIGHT timetime


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Triple roleTr

iple role

supplier processsupplier process

customercustomer

1.Plan your work1.Plan your work

2.Control the process2.Control the process

3.improve3.improve

performanceperformance

inputi

nput output

output

InternalInternal

ExternalExternal


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InternalInternal externalexternal

OurOur

customerscustomers

Part of our hospitalPart of our hospital Not a part of ourNot a part of our

hospitalhospital


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1.thinking of quality1.think

ing of quality..

Every product/service have bothEvery product/service have bothProduct features * Product deficienciesProduct features * Product deficiencies

(Advantages) * (Disadvantages)(Advantages) * (Disadvantages)

SoSo how can we measure our service ?how can we measure our service ?

how can we decide if our service is a good service or bad?how can we decide if our service is a good service or bad?

this can done by measuring the following 3this can done

by measuring the following 3

itemsitems::

1.If the service meet the customer needs1.If the service meet the customer needs

2.do you reach the customer satisfaction.2.do you reach the customer satisfaction.

3.how many benefits do you have in your hospital.3.how many benefits do you have in your hospital.


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So by these measure we can simply decides if ourSo by these measure we can simply decides if our

hospital had successfully prevent and treat (physicalhospital had successfully prevent and treat (physical

+mental +social) illness+mental +social) illness

Lower the costReaching the staffsatisfaction

3.Hospital benefits

Decreasedissatisfaction

Increase satisfaction2.Customerexpectation

Without deficienciesWith right feature1.Meet the customerneeds

1.delay in admission

2.meals delivers cold

3.surgery starts late

1.Short stay in surgery

2. New toolslaparoscopic

gallbladder removal)

Examples

deficienciesProduct features


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Items to become a good supplierItems to become agood supplier::

1.Listen and communicate with your customer.1.Listen and communicate with your customer.

2.Identify and address their true needs.2.Identify and address their true needs.

3.Optimize treatment patterns and outcomes.3.Optimize treatment patterns and outcomes.

4.Enhance performance of internal processes so to4.Enhance performance of internal processes so tobenefit all the patient, the relative, vendors, allbenefit all the patient, the relative, vendors, allwho work in the hospital.who work in the hospital.

5.Respond to requests for information.5.Respond to requests for information.

6.Build trust, respect in relationships.6.Build trust, respect in relationships.


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Quality has roles withQuality has roles with ::

ServiceService1.Adding new services1.Adding new services

2.Freedom from deficiencies.2.Freedom from deficiencies.

CustomerCustomer1.Try to reach customer satisfaction1.Try to reach customer satisfaction

2.Getred of dissatisfaction.2.Getred of dissatisfaction.

EmployeesEmployees1.Make them self-controller.1.Make them self-controller.

2.Empowering employee.2.Empowering employee.


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Total qualityTotal quality

managementmanagement

Management approach for an organization.centered onManagement approach for an organization.centered on

quality...based on participation of all membersaiming to in long-quality...based on participation of all membersaiming to in long-

term success through:term success through:

satisfaction of both ( customer + staff )satisfaction of both ( customer + staff )

Continuous qualityContinuous quality

improvementimprovementan analytical decision making tool which allows you to see when aprocess is

working predictably and when it is not. Variation is present in anyprocess deciding

when the variation is natural and when it needs correction is the keyto quality


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T.Q.MT.Q.M

DesignDesign

DataData

InformationInformation

knowledgeknowledge

planningplanning improvemenimprovementt

controlcontrol

InformationInformation

managementmanagementcyclecycle

collection

collectionAnalysis

Analysis

Under

standin

Under

standingg


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Thank youThank you

Dr/Muhammed FathyDr/Muhammed Fathyleader staff developmentleader staff development

concept in quality

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