This document provides an introduction to quality assurance in hospital management. It outlines four objectives: 1) defining quality, quality assurance, and total quality management; 2) explaining the core principles of total quality; 3) describing the competitive total quality infrastructure, practices, and tools; and 4) discussing the impact of quality on profitability. Key points include defining quality as meeting customer expectations, explaining that quality assurance ensures appropriate quality goods and services, and noting that total quality focuses on customer satisfaction and cost reduction through a systems approach.
This presentation is about quality. its different definitions. what is quality by customers perspective. Main requirements in case of vehicle purchase. what are the dimensions of quality? Role of quality. Quality improvement and its methods. then at last quality philosophy.
This presentation is about quality. its different definitions. what is quality by customers perspective. Main requirements in case of vehicle purchase. what are the dimensions of quality? Role of quality. Quality improvement and its methods. then at last quality philosophy.
Total quality management, or TQM, can be summarized as a management system for a customer-focused organization that involves all employees in continual improvement. It uses strategy, data, and effective communications to integrate the quality discipline into the culture and activities of the organization.
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The introduction to quality and performance excellence was used in the lecture-discussion for students at Holy Angel University. Related issues that confront today's topic on quality and performance can use this in their lessons.
TQM i.e. Total Quality Management plays an very important role in pharmaceutical industries in world-wide as it is very feasible and time saving and improves product quality at a great
extent.
The presentation covers the concept of Total Quality Management (TQM), Phases & Benefits of TQM and summons up with Limitations and Conclusion.
Meaning - Total quality management (TQM) is the continual process of detecting and reducing or eliminating errors in manufacturing, streamlining supply chain management, improving the customer experience, and ensuring that employees are up to speed with training.
Total quality management aims to hold all parties involved in the production process accountable for the overall quality of the final product or service.
Total quality management, or TQM, can be summarized as a management system for a customer-focused organization that involves all employees in continual improvement. It uses strategy, data, and effective communications to integrate the quality discipline into the culture and activities of the organization.
principles of total quality management
examples of total quality management
importance of total quality management
total quality management strategic approach
total quality management ppt
total quality management training
total quality management theory
total quality management implementation
business research topics for mba
mba topics for presentation
mba project topics
mba research topics in management
dissertation topics for mba
mba finance research topics
mba topics on strategic management
thesis topic for mba
The introduction to quality and performance excellence was used in the lecture-discussion for students at Holy Angel University. Related issues that confront today's topic on quality and performance can use this in their lessons.
TQM i.e. Total Quality Management plays an very important role in pharmaceutical industries in world-wide as it is very feasible and time saving and improves product quality at a great
extent.
The presentation covers the concept of Total Quality Management (TQM), Phases & Benefits of TQM and summons up with Limitations and Conclusion.
Meaning - Total quality management (TQM) is the continual process of detecting and reducing or eliminating errors in manufacturing, streamlining supply chain management, improving the customer experience, and ensuring that employees are up to speed with training.
Total quality management aims to hold all parties involved in the production process accountable for the overall quality of the final product or service.
This lecture is about the detail definition of software quality and quality assurance. Provide details about software tesing and its types. Clear the basic concepts of software quality and software testing.
Quality, quality concepts
Software Quality Assurance
Software Reviews
Formal Technical Reviews
SQA Group Plan
ISO 9000, 9001
Example
Internal and external attributes
Total quality management (TQM) has been defined as an
integrated organizational effort designed to improve quality at
every level.
The process to produce a perfect product by a series of measures
require an organized effort by the entire company to prevent.
According to international organization for standards defined
tqm as, “TQM is a management approach for an organization,
Chapter 1, Quality Assurance, Total Quality Management, Zia Ul Haq, Spring 2016, Preston University Karachi, Service Quality, Quality in Product, Quality in Service, Juran 10 Points, Baldrige Award, Croby 14 Points
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Instructions for Submissions thorugh G- Classroom.pptx
Lesson 1
1. Lecture 1
Introduction to Quality
Quality Assurance in Hospital Management
Institute for Nile States Strategic Studies
and Researches
2. After this lecture, you should be able to understand:
◦ What is meant by Quality, Quality Assurance, Total Quality & why it’s
important and what are influences?
◦ Total Quality Core Principles.
◦ The Competitive Total Quality Infrastructure, Practices, and Tools.
◦ The Impact of Quality on Profitability
Lecture Objectives
3. What is meant by Quality, Quality
Assurance, Total Quality & why it’s
important
• Objective 1/4
3
4. “The first job we have is to turn out quality
merchandise that consumers will buy and keep
on buying. If we produce it efficiently and
economically, we will earn a profit, in which you
will share.”
- William Cooper Procter
The co-founder of
Procter & Gamble Co.
What is meant by Quality?
4
5. •Excellence!
•The totality of features and characteristics of a
product or service that bears on its ability to
satisfy given needs.
• Meeting or exceeding customer expectations.
What is Quality?
5
6. Is any action directed toward providing customers
with goods and services of appropriate quality.
Quality Assurance
6
7. Total Quality
People-focused management system
Focus on increasing customer satisfaction and
reducing costs
A systems approach that integrates
organizational functions and the entire supply
chain
Stresses learning and adaptation to change
based on the scientific method
7
8. Partening
Learning systems
Adaptability and speed of change
Environmental sustainability
Globalization
Knowledge focus
Customization and differentiation
Shifting demographics
Influences on Quality
8
10. Customer and stakeholder focus
Participation and teamwork
Process focus and continuous
improvement
Learning
Total Quality Core Principles
10
11. Customer is principal judge of quality
Organizations must first understand
customers’ needs and expectations in
order to meet and exceed them
Organizations must build relationships with
customers
Customers include employees and society
at large
Customer and Stakeholder Focus
11
12. Employees know their jobs best and therefore,
how to improve them
Management must develop the systems and
procedures that foster participation and
teamwork
Teamwork and partnerships must exist both
horizontally and vertically
Participation and Teamwork
12
13. Enhancing value through new products and
services
Reducing errors, defects, waste, and costs
Increasing productivity and effectiveness
Improving responsiveness and cycle time
performance
Process Focus and Continuous
Improvement
13
14. Learning Cycle
Understanding why
changes are
successful
through feedback
between
practices and
results, which
leads to new
goals and
approaches
14
Learning Cycle
15. The Competitive Total Quality
Infrastructure, Practices, and
Tools
• Objective 3/4
15
16. Infrastructure, Practices, and Tools
16
Leadership Strategic HRM Process Data and information
Planning mgt. management
Performance Training
appraisal
Trend chartTools
Practices
Infrastructure
CRM
17. Is driven by customer wants and needs
Makes significant contribution to business
success
Matches organization’s unique resources with
opportunities
Is durable and lasting
Provides basis for further improvement
Provides direction and motivation
How is this Quality infrastructure
being Competitive?
17
18. The Impact of Quality on
Profitability
• Objective 4/4
18
19. Quality and Profitability
19
Improved quality
Higher perceived
value
Increased market
share
Higher
prices
Increased
revenues
Improved quality
of conformance
Lower service
costs
Higher profitability
Editor's Notes
The Quality can be identified as:
Excellence
The totality of features and characteristics of a product or service that bears on its ability to satisfy given needs.
Meeting or exceeding customer expectations, and this is a Customer-Driven Quality approach.
Here we come to understand what is the quality assurance, and simply it is any action directed toward providing customers with goods and services of appropriate quality.
it is an integration of all functions of a business to achieve high quality of products through continuous improvement efforts of all employees.
Total Quality Management revolves around the concept of meeting or exceeding customer expectation applied to the service. Achieving high quality is an ever changing, or continuous, process .
It involves every aspect of the company: processes, environment and people. The whole workforce from the CEO to the line worker must be involved in a shared commitment to improving quality.
Therefore, in brief, quality and total quality management (TQM) in particular can be defined as directing (managing) the whole (total) production process to produce an excellent (quality) product or service.
A core definition of total quality management (TQM) describes a management approach to long–term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work.
Contemporary Influences on Quality are:
Parterning
Learning systems
Adaptability and speed of change
Environmental sustainability
Globalization
Knowledge focus
Customization and differentiation
Shifting demographics
Quality is grounded on Four core principles:
Focus on customers
Participation and teamwork
Continuous improvement
Learning
These are supported by the organizational infrastructure that includes: customer relationship management, leadership and strategic planning, human resources management, process management, and data and information management, as well as a set of management practices and a set of tools and techniques.
The first core principal judge of quality is the customer
And in order to meet customer expectations and exceed them, organization should be able to understand their customers’ needs, through building good relationships with them.
Customers can be consumers, internal customer (like employees) or external customers (at large perspective can be the society).
The second core principal judge of quality is the team including employees and management:
Your team can help your organization in significant way, so you need their participation in applying your quality process
And who knows better how to improve the job than the employee who do this job, and of-course this comes after the management develop systems and procedures that foster participation and teamwork.
In this way your organization can better serves customers, and creates trust and motivation.
The third pillar of the quality is the process itself and the Continuous Improvement
A process is just a sequence of activities that is intended to achieve some result.
Your organization should continuously focus on improvements to:
Enhance the value of the offered services.
Reduce errors, defects, waste, and costs.
Increase productivity and effectiveness.
Improve responsiveness and cycle time performance.
Finally, the improvements should not ignore “Learning” from practices and results
As changes can be successful based on feedback and results of practices, which leads to new goals and approaches.
And your organization should follow the learning cycle in order to maintain good results:
Planning for the learning and feedback process
Execution of plans
Assessment of progress to evaluate your plan and process.
Revision of plans based on assessment findings
You may require to re-plan according to the findings.
In order to maintain quality, your organization should apply practices and use tools to improve and take care of:
Customer relationship management
Leadership and strategic planning
Human resources management
Process management
Data and information management
We can take the “Human resources management
” For example, your organization needs to apply some practices like performance appraisal and staff training to make sure they’re qualified enough to serve the customer or patients with high quality service.
And to apply for example the staff training practice you need some tools like “Trend chart” to identify the needed training: and this trend charts contain the changes that may affects on the workforce like:
Technological innovation
Consumer mind-set of patients
Focus on quality and evidence-based medicine
Security and privacy
New healthcare professionals
Information technology and decision support systems
Globalization
Demographic changes (aging, diversity)
Prevention and disease management
Patient safety
This infrastructure is competitive as it is:
Driven by customer wants and needs due to the Customer relationship management
Makes significant contribution to business success as you’re concerned with Leadership and strategic planning
Matches organization’s unique resources with opportunities by Human resources management good practices.
Durable and lasting
Provides basis for further improvement
Provides direction and motivation
As soon as your organization maintains High Quality services, the customers perceive higher value which increase your market share and let you ask for higher prices and this increases your organization revenues
Higher revenues is translated into Higher profitability
For more evidence, please check:
General Accounting Office study of Baldrige Award applicants
Baldrige stock study (see www.quality.nist.gov)
Hendricks and Singhal study of quality award winners
Performance results of Baldrige Award winners
