case study

1. SUBMITTED TO :
MR.BHUPENDRA GEHLOT
SUBMITTED BY :
ASHISH SHARMA (K10701)
PRESENTATION ON :
QUALITY FUNCTION DEPLOYMENT IN
HOSPITAL

2. Defining Quality
• Organization’s perspective
- Performance (design) quality
- Conformance (design) quality
• Customer perspective
- Garvin’s eight dimensions
- Parasuraman, Zeithaml, and Berry’s five
dimensions
- Institute of Medicine
- Quality assurance program

3. Quality Function Deployment (QFD)
House of Quality
Correlation
matrix
Design
requirements
Customer
requirements
Competitive
assessment
Relationship
matrix
Specifications
or
target values
Importance
Importance weight
Importance
Importance weight

4. Quality Management: Focus on
Six Sigma
• Defining Quality
• Cost of Quality
• Quality Programs
• Six Sigma
- DMAIC Process
- Seven Basic Quality Tools
- Statistical Process Control (SPC)
• Benchmarking
• Quality Function Deployment (QFD)
• Taguchi Methods
• Mistake Proofing (Poka-Yoke)
66σσ

5. Cost of (Poor) Quality
• External failure—costs associated with failure
after the customer receives the product or service
• Internal failure—costs associated with failure
before the customer receives the product or
service
• Appraisal—costs associated with inspecting and
evaluating the quality of supplies and/or final
product/service
• Prevention—costs incurred to eliminate or
minimize appraisal and failure costs

6. Quality Programs
• Total Quality Management (TQM) or
Continuous Quality Improvement (CQI)
• ISO 9000
• Baldrige Criteria
• Six Sigma

7. Total Quality Management (TQM)
• Focus on the customer
• Top-management leadership and support
• Employee involvement
• Systems thinking
• Continuous improvement
• Data-based decision making

8. DMAIC Process
• Define
• Measure
• Analyze
• Improve
• Control
Define
Improve
Control
Measure
Analyze
Plan
Check
Act
Do

9. DMAIC Process
Measure
CUSTOMERSCUSTOMERS
Key
Process
Input
Variables
(KPIV)
Key
Process
Output
Variables
(KPOV)
Critical
to
Quality
(CTQ)
INPUT OUTPUTPROCESS

10. DMAIC Process
• Analyze
- Analyze collected data to determine the root
causes
• Improve
- Identify, evaluate, and implement the
improvement solutions
• Control
- Put controls in place to ensure process
improvement gains are maintained

11. Seven Basic Quality Tools
Run Chart
Scatter
Diagram
Histogram
Fishbone
Diagram
Check Sheet
Pareto Chart
Flow Chart

12. Statistical Process Control (SPC)
Current Wait Time
15 20 25 30 35 40 45
Wait Time (minutes)
Wait Time Goal
15 20 25 30 35 40 45
Wait Time (minutes)
50% of
patients
wait
more
than 30
minutes
10% of
patients
wait
more
than 30
minutes

13. Process Capability
• A measure of how well the process can
produce output that meets desired
standards or specifications
• Compares process specifications (set by
the customer or management) to control
limits (the natural or common variability in
the process)

14. Time knowledge 5 5 3
Why knowledge 3 5
Convenient 4 3
Appointment length 3 5 3
Appointment time 4 3 5
QFD Example
On-time
appointment
Appointment
lengthrange
Timeto
schedule
Information
onneed
Subsequent
notification
Initial
notification
Replace icons with numbers
Relationships:
 Strong = 5
 Medium = 3
 Weak = 1

15. Time knowledge 5 5 3
Why knowledge 3 5
Convenient 4 5
Appointment length 3 5 3
Appointment time 4 3 5
25 15 15 20 27 29
QFD Example
On-time
appointment
Appointment
lengthrange
Timeto
schedule
Information
onneed
Subsequent
notification
Initial
notification
 
Target:
100
diabetics/month;
85% compliance

16. Design of Experiments (DOE)
• A structured approach to the investigation of
a system or process that determines the
level of each input variable for each trial and
does not require all possible levels of every
input variable
• Requires fewer trials because it eliminates
the need to change one variable at a time
• Can “find” effects of combinations of input
variables

17. Riverview Generic Drug Project
Riverview Drug Prescription Process

18. Riverview Generic Drug Project
Drug Type and Availability
65% 35%
15%
20%
Generic
Non-Generic,
Generic
Available
Non-Generic,
Generic Not
Available

19. THANKYOU