Running Head INTEGRATED QUALITY AND RISK MANAGEMENT PLAN 1 .docx

Running Head: INTEGRATED QUALITY AND RISK
MANAGEMENT PLAN 1
INTEGRATED QUALITY AND RISK MANAGEMENT PLAN
30
MPM357 Project Performance and Quality Assurance
Quality Dimensions
Charles Williams
3/4/2019
Table of Contents
Project outline 4
Purpose of the project 4

Structure of the project 4
Goals and objectives of the project 6
Project deliverables 7
Report about patient’s response 7
Organizational Readiness for Quality Management 7
Organizational quality management program readiness 7
Quality management project readiness 7
Quality Systems Analysis 8
Current Quality system 8
Organizational readiness to incorporate IQRMP 8
Pros and Cons of ISO 9000 8
Pros and cons of Six Sigma 10
Pros and cons of Capability Maturity Model Integration 10
The combination most appropriate for this project 11
Quality dimension and criteria 12
Quality Process Improvement Tools and Techniques 17
Quality Performance Monitoring and Control 23
Management's Role in Quality Management 28
Quality Performance Communication Plan 29
References 30
Project outlinePurpose of the project
The goal of this plan is to establish a coordinated approach that
will address the superiority assessment and course enhancement
within the Patient Care Section of the Bureau of HIV/AIDS,
North Carolina Department of Health. The Patient Care Section
is dedicated to ensuring the highest quality of HIV medical care
and support services provided to HIV/AIDS clients throughout
the state of North Carolina.Structure of the project
Framework: Ryan Act 200 demands that all Ryan White agendas
need to create a quality management program. This program
will, therefore, support providers in ensuring that supportive
services give access and adherence, ensuring adherence to PHS
guidelines and lastly ensure that clinical, demographic and
consumption information is accessible when monitoring and
evaluation of the native endemic are needed.

Legislative requirements of this project are categorized into six
themes.
i. Enhanced access
ii. Eminence management
iii. Aptitude improvement
iv. Embattled resources
v. Synchronization and associations
vi. Contribution and collaboration of other agencies.
The state of North Carolina in conjunction with the unit of
health has embraced the sterling criteria of organizational
brilliance. This criterion was founded on a set of interrelated
core values, behaviors and beliefs that are present in
accomplishment organizations. The basic framework of quality
assurance is based on the Sterling criteria because this criterion
is a foundation for integrity key business requirement in a
result-oriented context (Kerzner, 2018).
The senior management team in the patients care section is
responsible for planning, directing and coordinating health
services related to the States HIV programs. The leadership of
this team approves and reviews the activities of the plan when
they carry out their activities. A committee has been established
to evaluate the plan's objectives and goals. The members of this
committee involve a representation member of individuals from
all the departments of the state of North Carolina health
department. The following are the responsibilities of the Quality
Committee.
· Documentation of opportunities that need improvement.
· Documentation of improvement team
· Offering input and recommendations concerning priorities,
designs, and plans that can improve the organization's
performance.
· I am contributing to scope development.
Content: This quality management plan is designated to address
performance improvement activities that are based on the major
functional areas as well as the aspects of care. Improvement
opportunities, therefore, will be chosen from the following

areas.
Customer focus. The selection here will be categorized into
primary clinical care which will include patents' outcome,
satisfaction, management, and improved access. The second
category is the supportive services which include continuity of
care and linkages and coordination.
Organizational excellence. Organizational excellence is
categorized into human resource focus, operation and business
resources, infrastructure development, evaluation, and quality
improvement and training needs regarding quality improvement.
Community partnership relationships. This is categorized into
external partners who include private provider agencies,
Medicaid, etc. and internal partners, customers, and
stakeholders. Goals and objectives of the project
The following are the overall goals of a quality management
program.
· We are striving to establish a collaborative relationship with
community agencies and stakeholders to collectively uphold the
health status and welfare of the community member being
served.
· It is establishing a planning mechanism that will incorporate
entire baseline facts from leadership inputs and the internal
sources, staffs as well as the patients.
· Stressing on the design of the needs associated with existing
services, workflows as well as the patient care services so that
patient satisfaction will be maximized.
· Evolve and refine the measurement systems that are
responsible for identifying the sentinel events and trend
identification through regular collection and recording of data.
· Improving quality in all dimensions through the
implementation of multi-disciplinary project teams and
encouraging participating problem solving.Project
deliverablesReport about the patient's response
The report about the patient's response will be used to ensure
that all heir complains taken into consideration. Organizational
Readiness for Quality Management

This modules goal is defining regulatory readiness assessment
as well as the purpose it will serve in the State of North
Carolina Health Department. It is evident that changes in health
care delivery are required to minimize health disparities and
enhance quality improvement. Before initiating these changes,
the impacted health department needs to be assessed, and its
readiness noted. Organizational leadership also need to be
assessed. The flowing readiness assessment was
done.Organizational quality management program readiness
This assessment was conducted to determine the overall
organizational readiness for change in the existing
infrastructure. This assessment helps in determining what is
currently working well in the organization and those that are not
adding up and thus they need improvement. Technology
infrastructure is also assessed, and places that need
improvement are also noted, a decision making approach is also
analyzed.Quality management project readiness
This assessment involves assessing the readiness of the team in
charge of change, team infrastructure as well as leadership
support. Through this assessment, the team identifies what is
working well and what needs improvement. This assessment
will allow the organization to assess the current data collection
methodologies and their relationship with overall improvement
goals.
The above two levels of assessment are essential, and they
occur in different levels and time within an organization.Quality
Systems AnalysisCurrent Quality system
Currently, the current quality system in use in the State of
North Carolina is The North Carolina Healthcare Quality
Alliance. This system is a partnership between the organizations
that represent the healthcare centers, accredited organization,
and employers versus the federal Centers for Medicare and
Medicaid Services (CMS). This quality system works under
three approaches (Iwasawa, 2016). The first one is getting
payers to agree on the on a uniform set of quality measures. The
second approach is offering support to the physician practices

that implement evidence-based guidelines. The last method is
the collection and presentation of the reports about the
performance exhibited about the measures set
asideOrganizational readiness to incorporate IQRMP
Due to IQRMP structure of the organization is ready to
incorporate this system. This system is not limited to many
organizational aspects Pros and Cons of ISO 9000
Pros of this combination include;
· Increased marketability. Many businesses have admitted that
ISO 9000 registration comes with markedly heightened
credibility with prospective and current alike. This system
proves that the company is dedicated to offering quality
services to its customers. This advantage manifests in long term
customer retention and increased customer acquisition and an
added benefit to venture into new business.
· I have reduced operational expenses. The rigorous registration
experienced in ISO 9000 exposes some shortcomings in some
operation areas. The company, therefore, takes appropriate steps
to counter these programs when they are brought in the light. As
a result, the efficiency of the company is enhanced as well.
Hence organizations can increase their savings (Heagney,
2016).
· Better management control: so much documentation is
involved during ISO 9000 registration process as well as during
self-assessment. Many organizations and business that are using
it tend to have an increased in the company's overall wellbeing.
This is a significant benefit.
· It has improved internal communication. ISO 9000
certification puts more emphasis on the self-analysis and the
operation management issues. This encourages interactions
among various internal departments of organizations. This
becomes productive at the end of it because interacting
departments can easily solve the issues that they are
undergoing.
· It has improved customer service. The registration and
documentation of ISO 9000 many at times serves to refocus on

the priorities of organizations and the possible ways through
which the customers can be pleased. It also helps with
heightening customer awareness.
Cons on the other hand include;
· Vast emphasis on documentation. ISO 9000 heavily relies on
internal operation procedures and documentation. Horror stories
in many companies have arisen due to deep documentation.
Small business needs to be focused on their priorities and not
too much documentation.
· Length of the process. ISO 9000 involves longer registration
procedure. Registration also takes long to be approved. This
leads to delay in organizational operations.
· Frequent inadequate funding. ISO 9000 has been criticized
about the cost that the organization spends for them to attain its
certification. The charges are very high. Pros and cons of Six
Sigma
The major pro of six sigma over other approaches is that it is
customer driven. Anything that is not accepted by the end
customer is considered a defect to the organization using this
approach. This ensures that aspects that are admitted to the user
are taken into consideration. Thus minimizing extra charges
(Allen, 2019). This increases organizational savings.
The second advantaged attached to this approach is that it
tackles issues behind the production of an item or its
completion rather than considering its outcome. This proactive
tactic helps in determining how improvements can be made in
advance before the shortcomings are found.
Cons, on the other hand, include; this approach leads to rigidity
because they are applied entirely behind the production and
planning process. This can later lead to delays and stifle
organizational creativity.
This approach can take customers focus to the extreme in which
the internal quality control measures are not taken into
consideration because of overlying on goal achievement six
sigma consumer level.Pros and cons of Capability Maturity
Model Integration

Pros include a centralized nature of QMS ensures uniformity in
project documentation. This means that less learning is required
for new resources and chances of having better management are
high in the status of health. Productivity level is high because
the projects begin in the minds of the junior programmers.
Leads to overall increment in Return if Investment. It also
enhances on time delivery
Cons, on the other hand, include this approach is not suitable
for many organizations.
The approach requires additional resources which may be
unavailable in small organizations and businessThe combination
most appropriate for this project
The combination that is most appropriate for this project is ISO
9000. This is because the pros of this approach outweigh the
cons by far. The advantages of this combination also directly
affect some aspects of this project. For instance, improving
internal communication is one of the project purpose, which is
an advantage in ISO 9000
Quality Dimensions Project Matrix
Key Quality Dimensions
Quality
Dimension

Description of what it is in terms of the project
Criteria to
measure
Meets or Exceeds the criteria
(yes or No)
Performance
In terms of the project, performance involves measuring the
success of the project. It also involves how best the project is
when related to pre-defined project goals. The quantitative and
qualitative techniques that are used in the project. Vital aspects
that are needed to complete the project like capital and time are
normally given priority when it comes to performance checkup
(Izogo & Ogba, 2015).
Conducting a performance review: Project team members are
essential in any project since, without them, one cannot run any
project. Attending a performance review to check how members
are doing is a fundamental methodology for measuring project
performance and success (Muller, 2018). Performance review
outlines how happy project are in carrying out their tasks and
how effectively they tend to complete the jobs that they are
entitled to. This review helps an employee determine what they
are required to do to improve the project by providing an insight
into their workload. Assessing project expectations: Assessing
self-happiness in any project might be uncommon, but in the
real sense, it is essential. The perception of the project is
significant when measuring project performance using business
expectations. Feelings on how the project is doing are critical
because if they will be negative one then definitely the project
is not doing well.
Yes
Features
Features involve the requirements to ensure that the project
remains a success. It also encompasses all that is needed in
ensuring that all the events unfolding within the project
activities remain within the scope of the project. Research

methods and the interviews that are carried out to ensure that
the scope is covered is well done.
The criteria that can be used to measures features a project is
team satisfaction. If all features needed to run the project have
been provided to the team members, then their satisfaction is
enhanced. Team member dissatisfaction is attached to the lack
of features necessary for the project.
yes
Reliability
Reliability normally refers to the extent to which the project
will be available to serve the purpose that it is meant for with
least number of errors. It heavily depends on the quality of the
design the project has been designated for and the available
materials to ensure the project is completed.
Customer's satisfaction is a criterion that can be used in
measuring the reliability of a project. Reliable projects after
their development and implementation remain satisfactory to the
clients making use of it. Therefore, this can be used to measure
reliability.
Yes
Confirm
In a project context, conformity refers to the act of doing
adjustments to ensure that they fit with project goals. In a
broader context, it refers to the act of matching beliefs and
attitudes as per the group norms. These norms also govern
group interactions.
Quality of work can be used as a criterion to measure
conformity of projects. When the team members are fully
working together, towards a common belief and attitudes, then
the quality of the work of the projects is enhanced (Sunindijo,
2015). This is because the individual roles and tasks that will be
undertaken will be working towards a common goal.
Yes
Durability
In projects, durability refers to the degree of permanency of a
certain project. In this case, we consider the degree of

permanency of certain projects outcomes. It is also concerned
with how much they tend to be relevant to the target that aided
their development.
Stakeholder’s satisfaction can be used as a criterion for
measuring the durability of a project. Once the project has been
handed over to the stakeholders, they expect it to fulfill the
goals that led to its establishment. Therefore, the longer the
project will stay to satisfy them the more durable it becomes
(Ochsner, Hug & Daniel, 2016). Thus, becoming a better
criterion of measuring durability.
yes
Serviceability
Serviceability in projects refers to the expressions of the ease
with which the project can be successfully be maintained and as
well as get repaired (Delijani & Dick, 2016). Serviceability
allows detection of problems at an early stage before the
matters could get out of control.
Performance of the project can be used to check for
serviceability. Performance determines the easiness of using a
project.
yes
Aesthetics
In projects, aesthetics refers to the comfort and beauty that one
experiences while receiving services from a project. It seeks to
determine the extent of happiness that will result while one is
using the project.
Stakeholder’s happiness can be used to measure the aesthetic of
a project. Their happiness depicts the comfort of the project.
Yes
Perception
Perception in projects refers to the ability of the entire members
of the project to hear and remain aware of what the project is
made up of, its goals and the role it is supposed to play
(Agrawal, Tripathi & Agrawal, 2018).
There three criteria that can be used in measuring perception.
These are magnitude estimation, matching, and detection.

Detection involves checking for smaller variations that can be
used to tell how one feels about the project. These can help in
telling their overall feelings of what they feel.
Yes
Cost of Quality
The two common costs related to cost of quality are the cost of
conformance and the cost of nonconformance (PMI, 2017)
Cost of nonconformance = internal failure costs + external
failure costs
Cost of conformance = prevention costs + appraisal costs
The costs of nonconformance for the HIV/AIDS patient care
project include rework- $300 and customer complaints, $200
Cost of nonconformance = $300 +$100
= $400
The cost of conformance the HIV/AIDS patient care project
include training-$200, quality documentation-$50, equipment-
$100, testing-$100 and inspection-$50
Cost of conformance = $200+$50+$100+$100+$50
=$500
Cost of quality =$400+$500
=$900
Quality Process Improvement Tools and Techniques
In an organization, process improvement plays a vital role. I
order to achieve this there is always an upbeat task of
analyzing, determining and enhancing operations in a business
to achieve optimization up to date quality standards. In process
improvement, systematic approaches that entail adhering to best
methodology and specific approaches to achieve the task.
Efficient and improved outcomes are expected in process
improvement. A sequence of actions may be involved in process

improvement such as cost reduction, improving performance
and maybe profit elevation.
In an organization improvement process, a lot of tool and
techniques are used. In this case project plan, I will use the
cause and effect analysis to improve the poor customer services
in an organization. Cause and effect approach works best
because one can identify all potential causes and one is able to
come up with the best resolution.
How cause and effect analysis works
Cause and effect approach is used to sort and generate
hypothesis by identifying all problem plausible causes within an
organization or a process through enquiring participants to list
all possible effect causes of the identified problem (Andersen,
2007). Cause and effect diagrams are usually used to help
conduct this analysis, this is because cause and effect diagrams
can provide a huge amount of information by clearly showing
events and possible potential actual causes links and provide
ideas why the problem is happening and effects of the cause.
Through this analysis, problem solvers can broaden their
thinking and are able to the problem in a broader picture. The
advantage of this approach is that a problem solution may be
found immediately and the right measures implemented. In
other cases, the solution may not be obvious but various
statistical analysis various theories can be tested. With this
approach, I am sure I will be able to find a solution for various
issues affecting the organization such as inflated costs of
operation and low-profit margins combined with overall low
performance.
Cause and effect flow chart sample
Cause and effect flow charts mostly take the shape of fish-
borne. Cause and effect analysis in most cases tries to find
problem solution by considering six areas which may have
contributed to a characteristic effect which are: materials,
method, personnel, measurement, environment, and machine. It
serves as a useful tool for opening thinking and coming up with
possible problem solution. In the flow chart, the problem that is

investigated is usually shown at the end of the horizontal arrow
with potential causes shown entering the main arrow (Horev,
2010). Other arrows may be attached when principal sub-factors
cause. Brainstorming in most cases is used to come up with
causes. All facts are gathered and written on the left side of the
fish backbone spine and all possible improvement ideas on the
right side.
Materials
Methods
Work environment
Call workflow
Call assignment
Improved customer service
CRM Application
People skills

People
Machine
Above diagram shows an example cause and effect analysis of
customer service improvement approach.
The process that will be affected when the above implemented
includes:
Methods-These are procedures and processes to deliver services
by customer service.
Call workflow will be affected which entails time it takes to
wait for a call on hold or when a call is passed from one person
to another.
Call assignment – it involves how a call is assigned and whether
customers reach the right person.
Materials – it entails policies work environment and structures
in the context of customer service.
Work environment
If workers work in a poor environment their outcome will also
be poor.
Machine
Are tool available for jobs by the agents.
Use of CRM application will help keep track of all customer
interactions and help serve customer easily.
People
Customer service/agents must have certain skills to ensure
customer service is good. Customer service depends on the
skills of the agents.
With this approach, I believe the customer service of an
organization will improve and be able to serve customers well
and in return a more productive organization.

Quality Performance Monitoring and Control
Introduction
During the planning process of any project, their need for the
integration of a quality management plan. The formulating of
such a proposal will aid in putting up mechanisms of how best
to check on the quality of the product. It will help to create a
clear perspective on what you intend to deliver to the market.
How best to brand the product to stand a better chance of entry
into the market as the gap is clear. The management team can
get to know about the regulatory procedures of the project and
understands them. For a project like ours of putting up a health
facility, it requires donors and partnership the management team
have an easier time to convince donors and partners on why
they should journey together as they got it all figured out. A
market study can also be carried out at the point to ensure that
the practicality of the quality and the views of the target
market. An excellent quality management plan helps to cut on
the cost of production by reducing waste as all the requirements
are clearly outlined as well as the processes. Such a plan also
saves on time which is a very crucial element in both the
production and service industry.
Quality performance and monitoring control
This process is carried upon the onset of a project all through
its life cycle. It is done more so as a comparison process
between the outlined plan and what is the current condition in
the implementing of the project. It is carried out at all phases of
a project. The main objective is to provide a check and balance
to the project more so to ensure that the tasks are carried out as
per the procedures outlined, the timelines adhered and all are
within the budget. Any deviation from the plan is noted down
and a study is conducted to determine the cause and the proper
measures to be carried out (Erinle, 2015). It’s important to note
that each deviation is unique and hence a proper case study

should be conducted to determine the cause.
The quality management team need to critically understand the
scope of the project. This will best help in determining whether
the deviation being experienced is due to factors that were not
taken into consideration during the planning process. They will
then come up with a profound decision on how to tackle such to
achieve the success of a project. Reason being a deviation from
such factors requires an in-depth survey to find out if they
affect factor such as quality, the time taken, the views from
both the patient (Bradley & Thompson, 2015)and the workforce
and more so the budget. None factored issues more so dynamic
changes affecting the project may require a restructuring of the
entire project plan. Hence quality management team need to
take all the diverse factors into consideration in making
decisions so as not to jeopardize the quality and lead to the
successful completion of a project.
It is important to note that change is inevitable hence the
quality control team needs to be open on how to address arising
matter. It is expected that there is a backup plan at each stage.
In case things don’t turn up as planned or when the service
delivered is not as per the quality standards set out. At such a
point, the views of the patients and the workforce should be
taken into consideration. Patients’ wellbeing is key and hence
the workforce needs to understand why the setout guidelines are
important to foster teamwork (Rubertino, 2014.).
Just as prevention is better than cure the quality management
team needs put in place mechanisms of preventing certain
results from occurrence rather than putting in place counter
reaction mechanisms. This approach requires vast experience so
as understand what triggers the various deviations and help to
put in place mechanisms to cub that. It is therefore important
that a quality management team more so on a new project
should consist of individuals familiar with that field. It may not
necessarily require that the individuals have dealt with such a
project but need to understand the broad spectrum of the project
(Evans & Lindsay, 2014). There is a need also for a backup plan

for the workforce more so on specialized tasks to ensure that
there is a continuation in case a situation arises.
Identify the tasks, task duration, and resources that should be
added or already exist in the project plan to monitor and control
quality.
Periodically there will be a need for patients to fill in
questioners on the performance of the service they are receiving
from the health practitioners. They will not be required to fill in
their details hence one should not be afraid that the information
they give will be used to discriminate those who participate
during the exercise. The study of the questioners will prompt in-
depth research necessitating for proper measures to be carried
out (Ozcan, 2017).
Most of the healthcare-associated infections arise due to
negligence in following the proper protocol be in carrying out
procedures or cleaning activities in the facility. Random checks
will be conducted to monitor how properly the laid-out
procedures are being carried out. These will foster a sense of
accountability on the health practitioners (Pitt, 2014).
Training will be carried out on a regular basis to ensure that the
workforce in the facility is prepared to handle the emerging
issues in health. These training will be conducted to make sure
that the practitioners get the required skills and experience. On
each training, the importance of communication will be
addressed to help foster collaboration and teamwork.
Annually at least 3 months will be dedicated to research by a
given team in each department. This team will work together
will specialist from other research centers to help come up with
better measures of tacking a problem. To make sure that quality
is our topmost priority. They will also come up with a plan on
dealing with dynamics in the department.
Annually 40% of the budget is allocated to expansion. The
quality control department falls under this category. This is
because our main objective is to always raise the standards of
our facility and this can only be achieved through quality. This
broad scope caters for factors such as the purchases of the best

equipment, the replacement of equipment with modern ones, the
construction of new amenities and the empowerment of the
health practitioners. Being a service industry there is a need to
focus on the workforce making sure we source for the best and
qualified personnel. Making sure the working conditions are
favorable and motivating them through bonuses for achieving
quality.
Discuss how you will use at least 2 of the following quality
performance tools and techniques to perform monitoring and
control
Benchmarking is a comparison mechanism. For the facility, it
will be necessary to compare the department that is doing well
to those that are performing poorly as well as compare the
facility to others that are doing better in terms of quality
delivery. It as a learning platform to the workforce and all will
be involved in setting the goals after a benchmark. This process
will help us come with better mechanisms of handling each
process hence there is no need to reinvent the wheel (Tuominen,
2016.). However, it is important to note the benchmarking tools
is important for us as a new facility but will only help us to be
at per with others hence necessitating the use of another tool.
The cause and effect tool can be of significant help in the
facility. These are applied by the formulating of a chart to study
the root cause of a problem. Such a chart will identify a given
problem, identifying all the probable causes and narrowing
down to the main cause. Health is such a sensitive sector as it
involves human life, it is, therefore, important to find the main
cause of an issue (Consulting, Heuvel, Lorenzo, & Jackson,
2015).
Management's Role in Quality Management(TBD)
Quality Performance Communication Plan(TBD)References
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key dimensions of e-service quality: a case of the Indian
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Allen, T. T. (2019). Design for Six Sigma. In Introduction to
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Springer, London.
Andersen, B. (2007). Business Process Improvement Toolbox.
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management integration in long-term care: guidelines for
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Consulting, A., Heuvel, L. N., Lorenzo, D. K., & Jackson, L. O.
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Delijani, F., & Dick, K. J. (2016). Serviceability of foam core
structural panels based on bond strength. Green Materials, 3(4),
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Erinle, B. (2015). Performance testing with JMeter 2.9. UK:
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control of quality. Ohio: South-Western Cengage Learning.
Heagney, J. (2016). Fundamentals of project management.
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Horev, M. (2010). Root Cause Analysis in Process-Based
Industries. Trafford Publishing.
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Kerzner, H. (2018). Project management best practices:
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Ozcan, Y. A. (2017). Analytics and Decision Support in Health
Care Operations Management. Somerset: John Wiley & Sons.
Pitt, S.-A. (2014). Internal audit quality: developing quality
assurance and improvement program. New Jersey: John Wiley &
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Analysis for Target Costing.
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Business Performance Management, 16(1), 67-83.

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