10. Joint commission on accreditation of
Health Care Organization
JCAHO
The Degree of witch patient care services increase the
probability of designed patient outcomes and reduce the
probability of undesired outcomes, given the current state of
knowledge
13. The meaning of Quality
Producer’s perspectives Customer’s perspectives
Quality of
Conformance
Conformance to
specification
Cost
Quality of
Design
Quality
Characteristics
Price
Production
Marketing
Fitness for
Customer use
17. The voice of the customer consists of all of the data
about customer expectations.
It's important to look at a situation from many
perspectives. This is called the fishbowl.
customer
customer
customer
customer
customer
Analyze what I
saw...
Listening to the
"Voice of the Customer"
18. Focus on the Process
All tasks & activities are parts of a process or
a group of interacting processes
Start with a customer’s need
and end with fulfilling it
19. Every product or service is the outcome of a process, so the most
effective way to improve quality is to improve the process that is
used to build the product or deliver the service.
Supplier Customer
Participants
Value-added tasks
Requirements Requirements
Feedback Feedback
OutputInputs Process