This document provides an overview of quality management approaches used in hospitals, including Quality Function Deployment (QFD). It discusses total quality management (TQM), Six Sigma methodology, statistical process control (SPC), process capability, and design of experiments (DOE). It also includes an example of how QFD can be used to determine customer requirements and their relationship to design specifications for improving an appointment scheduling process.

1. SUBMITTED TO :
Mr.BHUPENDAR GEHLOT
SUBMITTED BY :
MAHENDRA PATEL (K10632)
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 Programs
• Total Quality Management (TQM) or
Continuous Quality Improvement (CQI)
• ISO 9000
• Baldrige Criteria
• Six Sigma

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

5. Six Sigma
• Philosophy
- Eliminate defects through prevention and process
improvement
• Methodology
- Team-based approach to process improvement using
the DMAIC cycle
• Set of tools
- Quantitative and qualitative statistically based tools
• Goal
- 3.4 defects per million opportunities (DPMO)
66σσ

6. Successful Six Sigma
• Top-management support
• Extensive training
• DMAIC approach
• Use of quantitative measures
• Team-based projects
• Impact on organization’s financials
66σσ

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

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

9. 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

10. 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

11. 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)

12. 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

13. 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

14. 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

15. 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

16. Riverview Generic Drug Project
Riverview Drug Prescription Process

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

18. THANKYOU