ROJoson 2001 slides during MBFI workshop on quality assurance. A memorabilia and review of principles of QA and QMS.

1. LESSON PLAN ON QAP
NEED FOR THIS
SEMINAR-WORKSHOP
FEEDBACK?

2. Seminar-Workshops Leading to
Institutionalization of QAP in MBFI
1st
S-W
2nd
S-W
3rd
S-W
4th
S-W
5th
S-W
OBJ 1-4 5-6 5-6 6-7 6-7
Sched May June July Sept Nov

3. 1st Seminar-Workshop Leading to
Institutionalization of QAP in MBFI
Objectives 1 to 4:
•Concept of Quality, QA, QMS
•Role of Administration and Personnel
•Quality Planning
•Quality Policy

4. LEARNING
Positive observable change
(for the better or improvement)
in human behavior, disposition, attitude,
performance or capability
which persists over a period of time

5. Outline of Training Program
(Objectives)
• Concept of
–Quality
–Quality Assurance
–Quality Management System
»In general
»In relation to MBFI
1

6. Outline of Training Program
(Objectives)
• Concept of
–Quality
–Quality Assurance
–Quality Management System
»In general
»In relation to MBFI
1
Let’s discuss!
Let’s brainstorm!

7. Concept of Quality, QA, QMS
In General In relation to
MBFI
Quality
Quality
Assurance
Quality
Management
System

8. Concept of Quality, QA, QMS
In General In relation to
MBFI
Quality
Quality
Assurance
Quality
Management
System
LET’S BRAINSTORM
FOR 15 MINUTES!
Q - Service?
Q - Product?

9. Concept of Quality, QA, QMS
In General In relation to
MBFI
Quality
Quality
Assurance
Quality
Management
System
LET’S BRAINSTORM
FOR 15 MINUTES!

10. Quality
- extent to which care provided is expected to achieve
the most favorable balance of risks and benefits
(Donabedien)
- performance of interventions that are known to be
safe, that are affordable to the society in question, and
that -- produce an impact on mortality, morbidity,
disability, and malnutrition (Roemer and Aguilar).
-"Doing the right thing, right, the first time."
(Unknown Sage)
Manila Doctors Hospital
Quality Assurance Program
Definition of Terms

11. Manila Doctors Hospital
Quality Assurance Program
Definition of Terms
Quality Medical Services
- the correct application of currently available medical
knowledge and technology in the care of patients.
- care administered in compliance with universal and
specific technical standards to the maximum degree
permitted by the particular society's capacity to meet
those standards (Stewart Blumenfield).

12. Quality
- Definition -
Degree to which a set of inherent characteristics
fulfils requirements
The term “quality” can be used with adjectives such as poor, good or
excellent.
“Inherent”, opposed to “assigned”, means existing in something,
especially as a permanent characteristic.
ISO 9000:2000 (E)

13. Quality
- Definition -
Client or Customer
Satisfaction

14. Quality
- Definition -
Customer
or Client
Requireents
Customer
or Client
Satisfaction
Input OutputProcess
Product
Service

15. Quality
- Definition -
Customer
or Client
Requirement
Customer
or Client
Satisfaction
Input OutputProcess
Product
Service
Degree to which a set of inherent characteristics fulfils
requirements (ISO 9000)

16. Quality for MBFI
- Definition -
Quality Service
Client Satisfaction

17. Manila Doctors Hospital
Quality Assurance Program
Definition of Terms
Quality Assurance
- a problem-solving process that
automatically assesses the quality of care
and corrects any defect that is observed.

18. Quality Assurance
- Definition -
Part of quality management focused on providing
confidence that quality requirements will be
fulfilled
ISO 9000:2000 (E)

19. QualityAssurance
- Definition -
Customer
or Client
Requirement
Customer
or Client
Satisfaction
Input OutputProcess
Product
Service

20. Quality Management System
- Definition -
Management system to direct and control an
organization with regard to quality
ISO 9000:2000 (E)
System - Set of interrelated or interacting elements
Management system - system to establish policy and objectives and
to achieve those objectives
Management - coordinated activities to direct and control an
organization

21. Quality Management
- Definition -
Coordinated activities to direct and control an
organization with regard to quality
ISO 9000:2000 (E)
Direction and control with regard to quality generally includes
establishment of quality policy and quality objectives, quality
planning, quality control, quality assurance, and quality
improvement.

22. Quality Management System
activities to satisfy
quality-related
expectations of clients
and stakeholders

23. Model of a process-based quality management system
Continual Improvement of Quality Management System
C
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q
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S
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a
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t
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Management
responsibility
Resource
Management
Measurement,
analysis, and
improvement
Product
realization
Product
Input Output
Value-adding activities Info Flow

24. Concept of Quality, QA, QMS
In General In relation to
MBFI
Quality
Quality
Assurance
Quality
Management
System

25. Concept of Quality, QA, QMS
De Kalidad!
No. 1
May
Quality Management System
Garantisadong
Quality ang Serbisyo!
Quality Assured!

26. Manila Doctors Hospital
Quality Assurance Program
Definition of Terms
Total Quality Management
- a holistic organizational approach in maintaining and
improving quality.
- all activities and resources of the organization are
directed toward the achievement of its goals: optimum
patient care outcomes in terms of both patient well-being
and satisfaction with the care given and a well
functioning system that provides high quality care while
keeping its costs to a minimum (Dienemann).

27. LEARNING
Positive observable change
(for the better or improvement)
in human behavior, disposition, attitude,
performance or capability
which persists over a period of time

28. Outline of Training Program
(Objectives)
• Concept of
–Quality
–Quality Assurance
–Quality Management System
»In general
»In relation to MBFI
1

29. Outline of Training Program
(Objectives)
•Role of
–Administration
–Personnel
» in QAP
2

30. Why go for
Quality Service
Quality Assurance Program
Quality Management System
in MBFI?
Should we/Should you?

31. Manila Doctors Hospital
Quality Assurance Program
Rationale
- Health professionals have an ethical and moral obligation
to render the best possible medical services to their
patients. Quality Assurance documents the fulfillment of
this obligation.
- The cost of medical care is skyrocketing. Health
administrators and funders are demanding that costs be
reduced and that they get value for their money.

32. Manila Doctors Hospital
Quality Assurance Program
Rationale
- Consumers are better educated and have greater
awareness of the benefits of medical care. They are
demanding quality medical services.
- Due to globalization of industry and health care, to be
competitive, a hospital must provide quality medical
services.
- Quality Assurance is a requirement for accreditation of a
hospital in the National Health Insurance Program.

33. Manila Doctors Hospital
Quality Assurance Program
Objectives
- To ensure that patients enjoy the right to health and are
provided quality medical services.
- To fulfill the ethical duty of health professionals to
render the best medical services.
- To continuously improve the standards of quality
medical services.

34. Manila Doctors Hospital
Quality Assurance Program
Objectives
- To ensure the safe use of potentially harmful technology
and procedures.
- To minimize variation in the quality of medical care in
the hospital.
- To prevent wastage of resources by resulting from giving
substandard medical services.
- To ensure that the patients derive the full benefit of

35. Why a QMS? Why ISO?
• Comply with customers who require it
• Compete both locally and globally
• Improve quality system
• Achieve better understanding of all
quality practices throughout the
organization
• Improve quality awareness

36. Why a QMS? Why ISO?
• Ensure continued use of required quality
system year after year
• Improve documentation and records
• Yield cost savings and improve
profitability
• Form a foundation for improvement
activities within Total Quality
Management

37. Why go for Quality Assurance Program?
To Be Competitive!
To Survive!
Why go for ISO 9000 Certification?

38. Why go for
Quality Service
Quality Assurance Program
Quality Management System
in MBFI?
Should we/Should you?
YOU HAVE TO ANSWER
THIS QUESTION
BEFORE WE CAN
PROCEED FURTHER!

39. Outline of Training Program
(Objectives)
•Role of
–Administration
–Personnel
» in QAP
2

40. Quality Management System
Requirements
1st Requirement:
Management Responsibility

41. Management Responsibility
Responsibility of management for
developing a quality system
Major responsibilities:
-establish a quality policy
-organize personnel
-verify quality
-review the quality system

42. Management Responsibility
Responsibility of management for
developing a quality system
Define and document
policy for quality, quality goals, and
commitment to quality
Ensure that policy is
understood, implemented, and
sustained at all levels and at all times

43. Responsibility and Authority
The management is required to define the
responsibility, authority, and
interrelationship of all personnel affecting
the quality of product and service to
customers.

44. Responsibility and Authority
All personnel should be aware of the
scope, responsibility, and authority
of their functions and
their impact on the
quality of their products or services.
Plan-Do-Check-Act Cycle and Habit
Make them aware of the potential
causes for client dissatisfaction

45. Responsibility and Authority
All personnel should be aware of and
feel responsible for,
achieving the quality objectives and
for fulfilling the requirements for the
quality of products or services.
Plan-Do-Check-Act Cycle and Habit
Make them aware of the potential
causes for client dissatisfaction

46. Responsibility and Authority
Management should designate individual/s
to monitor and report the quality
achieved.
Quality Manager - Quality Assurance
Committee - Management
Representative

47. Responsibility and Authority
Those designated should have access to the
highest levels of management in the
organization.
Quality Manager - Quality Assurance
Committee - Management
Representative

48. Responsibility and Authority
- initiating action to prevent occurrence of
non-conformity
- identifying and recording deficiencies
- initiating, recommending, or providing
solutions through designated channels
- verifying implementation of solutions
- controlling the process until the deficiency
has been corrected

49. Outline of Training Program
(Objectives)
•Role of
–Administration
–Personnel
» in QAP
2

50. Outline of Training Program
(Objectives)
•Quality Planning
3

51. Outline of Training Program
(Objectives)
• Quality Planning
–Overall
–Divisional
3.1
3.2

52. Overall Quality Planning
•Vision-Mission of MBFI (review – national
need and global trend; is there a need to
revise – delete or add?)
•Goals and Objectives
•Clients’ Expectations (Board of Directors,
internal and external clients)
•Potential Causes of Dissatisfactions (Board
of Directors, internal and external clients)
3.1
Approval by Management

53. Divisional Quality Planning
•Goals and Objectives (review – compatible
with mother vision-mission; is there a
need to revise - delete or add?)
•Clients’ Expectations (Board of Directors,
internal and external clients)
•Potential Causes of Dissatisfactions (Board
of Directors, internal and external clients)
3.2
Approval by Management

54. QualityAssurance
- Definition -
Customer
or Client
Requirement
Customer
or Client
Satisfaction
Input OutputProcess
Product
Service

55. Model of a process-based quality management system
Continual Improvement of Quality Management System
C
u
s
t
o
m
e
r
s
R
e
q
u
i
r
e
m
e
n
t
s
C
u
s
t
o
m
e
r
s
S
a
t
i
s
f
a
c
t
i
o
n
Management
responsibility
Resource
Management
Measurement,
analysis, and
improvement
Product
realization
Product
Input Output
Value-adding activities Info Flow

56. Quality Planning
- Definition -
Part of quality management focused on setting
quality objectives and specifying necessary
operational processes and related resources to
fulfill quality objectives
ISO 9000:2000 (E)
Establishing quality plans can be part of quality planning.

57. Quality Plan
- Definition -
Document specifying which procedures and
associated resources shall be applied by whom and
when to a specific project, product, process, or
contract
ISO 9000:2000 (E)
These procedures generally include those referring to quality
management processes and to product realization processes.
A quality plan often makes reference to parts of the quality manual
or to procedure documents.
A quality plan is generally one of the results of quality planning.

58. Vision
A professionally-run, responsive, proactive,
and creative organization through which
the Metrobank Group of Companies
is able to express its commitment to lead
the private sector in fostering holistic
human development in both the national
and international arena, thereby effecting
an empowered society whose members
are able to realize their human potential.

59. Mission
Propagate a culture of excellence with a
human face by actively implementing,
assisting and/or supporting programs which
strengthen and advance the
strategic sectors of society as well as
respond to the needs of the disadvantaged.

60. Organizational Chart
Board of Trustees
Executive Director
Asst. Exec. Director
Account
ing
Adm
Education
Grants /
Arts
Health
Care
Corporate
Communication
Prog Asst Prog Asst Prog Asst
Prog Staff Prog Staff Prog Staff

61. Outline of Training Program
(Objectives)
•Formulation of
Quality Policy
–Overall
–Divisional
4
Approval
by
Management

62. Quality Policy
- Definition -
Overall intentions and direction of an organization
related to quality as formally expressed by top
management
ISO 9000:2000 (E)
Generally the quality policy is consistent with the overall policy of
the organization and provides a framework for the setting of quality
objectives.
Quality management principles in ISO can form a basis for the
establishment of a quality policy.

63. Quality Policy
“The overall intentions and direction of an
organization
with regards to QUALITY as formally
expressed by top management .....
The quality policy forms one element of the
corporate policy and
is authorized by top management.”

64. Quality Policy
Management should
define,
document, and
demonstrate commitment to quality service
or product
visibly and actively on a continuing basis.

65. Quality Policy
•Define Quality Policy
•Define Quality Objective
•Define Quality Commitment
•Document Quality Policy
•Make sure all personnel
understand, implement, and maintain
policy

66. Quality Policy
How to Define
•It should be expressed in a language which
is easy to understand.
•It should be relevant to the organization, its
other policies, the products or services
provided, and the organization’s
personnel.
•The quality objectives should be achievable.

67. Quality Policy
How to Define
•It should be expressed in a language which
is easy to understand.
simple language
easy to remember - memorize
Importance -in implementation and during
external audit

68. Quality Policy
How to Define
•It should be relevant to the organization, its
other policies, the products or services
provided, and the organization’s
personnel.
Get hold of vision-mission-goal-objectives of
organization and then put emphasis on
QUALITY

69. Quality Policy
How to Define
•The quality objectives should be achievable.
100% Client’s Satisfaction
100% Accuracy
Achievable or not?
Realistic or not?

70. Quality Policy
How to Demonstrate Commitment
ACTIVITIES (actual and documented)
•ensuring that personnel understand and
implement quality policy
•initiating, managing, and following up on
implementation of quality policy
Regular Periodic Management Review - Internal
Audit - Training - Disciplinary Actions etc.

71. Quality Policy
How to Demonstrate Commitment
ACTIVITIES (actual and documented)
•not accepting deviations from quality policy
•providing adequate resources and training
to support quality system development and
implementation
Regular Periodic Management Review - Internal
Audit - Training - Disciplinary Actions etc.

72. Quality Objectives

73. Company A
The company is committed to the
delivery of products that comply with
the agreed requirements, are delivered
on time, and at the negotiated price.
All company staff are responsible for
ensuring that the corporate goal is
fulfilled.

74. Company B
The company is committed to
implementing quality management
programs which ensure conformance to
contractual requirements on time and
within budget. All staff are responsible
for the quality of the company’s
deliverables.

75. Company B ...
Quality assurance programs are an
integral part of the management
methodology of the company and are
designed to enhance and perpetuate the
reputation of the company as a producer
of reliable quality products.

76. Company B ...
Programs stress defect prevention
aspects of quality, with the emphasis on
building quality into the deliverable.
Management programs provide for
control at all stages of the process from
design through installation and include
subcontractors as partners in the
process.

77. Company C
We want ComC to be regarded by our
customers, our suppliers, and our
employees as the best and most
profitable distributor of building
materials in the markets we serve.

78. Company C ...
Total Customer Satisfaction
To this end, each member of ComC is
committed to the idea and practice of
exceptional service that consistently
meets or exceeds the expectations of our
customers and our suppliers.

79. Company C ...
Outstanding Profitability and Profit
Sharing
We are also committed to achieving
outstanding levels of profit sharing by
ensuring that each operating entity is
the most efficient, the most productive,
and, therefore, the lowest cost
distributor of building materials in the
markets we serve.

80. Company C ...
Continuous Quality Improvement
Each member of ComC will
continuously pursue quality
improvement designed to provide every
member of the organization with the
knowledge and the skills needed to
achieve the goals of our quality policy.

81. Company C ...
This Quality Policy is supported by an
annual business planning process that
results in measurable quality objectives
and through monthly reviews of quality
system operation by the senior
management committee.

82. Quality Policy Statement
In your own words
Essential Elements
Commitment
General - Little Specific

83. Quality Policy
The Manila Doctors Hospital shall always strive to meet
the international standards of quality in health care.
It shall always ensure that all services rendered meet client
satisfaction and needs by:
Establishing
an infrastructure that meets international standards
on environmental and occupational health and safety;
a structured sustainable quality management system
based on international standards;

84. Providing
quality health services that exceed client’s
expectation;
control in the delivery of services;
personnel who are trained professionally and
conditioned to always provide quality
services;
quality health researches that promote quality
services;
adequate resources for staff development, facilities,
equipment and maintenance, continuing
professional education and research,
information system, and other projects that

85. Operating within the standards provided by the World
Health Organization and the Philippine Department
of Health;
Supplying information to clients thereby enabling informed
decision;
Regularly consulting clients on quality of services rendered
and that should be rendered;
and
Continuously auditing and improving services so as to
achieve excellence in quality health care.

86. 5 Major Components of Quality Management System
1. Quality Policy
2. Quality Planning - Quality Objectives
3. Quality Operational Procedures and Standards
4. Quality Control
5. Quality Improvement

87. Content of QMS Manual
Organizational Profile
Vision-Mission
Goals and Objectives
Quality Policy
Quality Objectives

88. Manila Doctors Hospital
Quality Assurance Program
Definition of Terms
QA Circle
- a team composed of members who needs to work on a
problem and include the following:
•One who is involved and who knows of the process
•One who is affected by the problem
•One who has technical expertise
•One who makes decisions about the process
•Other ad hoc members

89. Quality Objective
- Definition -
Something sought, or aimed at, related to quality
Quality objectives are generally based on the organization’s quality
policy.
Quality objectives are generally specified for relevant functions and
levels in the organization.
ISO 9000:2000 (E)

90. Quality Control
- Definition -
Part of quality management focused on fulfilling
quality requirements
ISO 9000:2000 (E)

91. Quality Improvement
- Definition -
Part of quality management focused on increasing
the ability to fulfil quality requirements
ISO 9000:2000 (E)

92. Quality Manual
- Definition -
Document specifying the quality management
system of an organization
ISO 9000:2000 (E)

93. Effectiveness and Efficiency
- Definition -
Effectiveness - extent to which planned activities
are realized and planned results achieved
ISO 9000:2000 (E)
Efficiency - relationship between the result
achieved and the resources used