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د حاتم البيطار استشاري وجراح الفم والاسنان 01005684344 اتصل للحجز بالعيادة  Dr.Hatem EL-Bitar
Is regarded as
one of the most critical components of
any strategy concerned with
Improving Health Systems.
Strengthening Management
Innovation
Performance
Quality
Team work
Learning
Sharing
Knowledge
Atmosphere
Of Trust
& Confidence
Feedback
Management Culture
Value :-
Decision
Making
Best use of
Resources
Achieve
Targets
Inputs Processes Outcomes
Production
Goods
&
Services
System Approach
Resources
FINANCIAL NATURAL
HUMAN
Resources
INFORMATION
Infrastructure
Equipments
PLAN
ORGANIZE
LEAD
CONTROL
Change
Competition
Customers
3 C ’s
Task
Environment
Mega
Environment
Degree or level of Excellence
Fitness for use
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
Edwards Deming
Joseph Juran
Philip Crosby
Evolution
of
Quality
Movement
Inspection
T Q M
Continuous
Improvement
Quality
control
Quality
Assurance
Detection
Prevention
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
Accessibility
Responsiveness
Accuracy Consistency
Courtesy
Completeness
Timeliness
Dimensions
Of
Quality Service
Direct
Interaction
Meeting
the customer
Need
&
Expectations
Market- In
vs.
Product- Out
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"
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
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
process in control
Standardize
Check
Act
Do
Standardize, Operate and Control the Process
(SDCA)
standard, and then return to
SDCA.
Plan
Check
Act
Do
Change and Improve the Process
(PDCA)
Focus
On
Customers
Continuous
Improvement
Common
Language
& Tools
Total
Participation
Continuous
Improvement
Systematic
Improvement
Iterative
Improvement= +
PDCA
D
Do
C
Check
A
Act
P
Plan
Plan
Check
Act
Do
Focus on
Customers
Continuous
Improvement
Total
Participation
Common
Language
and Tools
Share Knowledge
∞Desired
situation
Actual
Situation
Anything short of perfection is a problem to be overcome
Weakness oriented approach
Greater strength results from overcoming our weaknesses
Explore
Essentials
Formulate
Problem
1.Select
Theme
2.Collect
Data
3.Analyze
Causes
4. Plan
Solution...
...and
Implement
5.Evaluate
Effects
6. Standardize7. Reflect on
Process
Sense a
Problem
Level of
Thought
Data I Data II Data III
Level of
Experience
is Part of Continuous Improvement
Problem Solving
Problem Solving Steps
د حاتم البيطار استشاري وجراح الفم والاسنان 01005684344 اتصل للحجز بالعيادة  Dr.Hatem EL-Bitar

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