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Summer 2013
Master of Business Administration in Healthcare Services Management - Semester 4
MH0059 - Quality Management in Healthcare Services- 4 Credits
(Book ID: B1323)
Note: Answer all questions. Kindly note that answers for 10 marks questions should be approximately
of 400 words. Each question is followed by evaluation scheme.
Q1. Discuss the history of quality in healthcare services. 10 marks
(Brief outline of quality in healthcare-1 mark, History-9 marks)
Answer : Quality in healthcare :
Everyone deserves quality health care. You can make sure you get the best health care when you are sick or hurt by
understanding what quality health care is and steps to take to improve your health. Fortunately, there are scientific
ways to measure health care quality. These tools have mostly been used by health professionals. They use
measures to review and improve the quality of care they provide
Q2. Explain the dimensions of quality in healthcare. 10 marks
(Listing the dimensions-2 marks, Explantion-8 marks)
Answer : Dimensions of quality in healthcare :
Quality in healthcare includes four distinct colors or dimensions:
1. Accreditation and Certification of Hospitals and Community-Based Services
2. Clinical Quality Performance Measurement and Improvement
3. Patient Safety Assurance and Harm Prevention
4. Patient Experiences and Perceptions of Care
Q3. Describe NABH Accreditation. 10 marks
(Constituents committees of NABH-4 marks, NABH procedure-6 marks)

2. Answer : Constituents committees of NABH:
National Accreditation Board for Hospitals & Healthcare Providers (NABH) is a constituent board of Quality Council
of India, set up to establish and operate accreditation programme for healthcare organisations. the board is
structured to cater to much desired needs of the consumers and to set benchmarks for progress of health industry.
The board while being supported by all stakeholders including industry, consumers, government, have full
functional autonomy in its operation.
Q4. Explain the Six Sigma concept. 10 marks
(Definition-2 marks, Explanation-8 marks)
Answer : Six sigma :
Six Sigma at many organizations simply means a measure of quality that strives for near perfection. Six Sigma is a
disciplined, data-driven approach and methodology for eliminating defects (driving toward six standard deviations
between the mean and the nearest specification limit) in any process – from manufacturing to transactional and
from product to service. The statistical representation of Six Sigma describes quantitatively how a process is
performing.
Q5. Define total quality management. Discuss the importance of TQM in healthcare. 10 marks
(Definition-2 marks, Importance-8 marks)
Answer : Total quality management :
Total Quality Management / TQM is an integrative philosophy of management for continuously improving the
quality of products and processes. TQM is based on the premise that the quality of products and processes is the
responsibility of everyone involved with the creation or consumption of the products or services which are offered
by an organization, requiring the involvement of management, workforce, suppliers, and customers, to meet or
exceed customer expectations.
Q6. Explain the challenges of quality management in non-clinical support services and administrative
services. 10 marks
(Challenges in non-clinical support services-5 marks, Challenges in administrative services-5 marks)
Answer : Challenges of quality management in non-clinical support services:
The expanded use of outsourcing in the healthcare industry reflects the competitive and environmental pressures
currently faced by service providers. According to a McKinsey Corporation report provided to ARAMARK, the
healthcare market is at the vortex of three major forces.
1. Constrained profits: