Concept In Quality

Concept in Total Quality management

Presented by Dr/ Muhammed Fathy Leader staff development.TQM department

The main 3 items in our lecture:

1.thinking of quality. 2.Quility at work. 3.Management support for quality.

Quality DOING THE RIGHT thing With THE RIGHT way at THE RIGHT time

Triple role supplier input

process output customer

1.Plan your work

Internal

2.Control the process

External

3.improve performance

Our customers Internal Part of our hospital

external Not a part of our hospital

1.thinking of quality.

Every product/service have both Product features * Product deficiencies (Advantages) * (Disadvantages)

So how can we measure our service ? how can we decide if our service is a good service or bad?

this can done by measuring the following 3 items: 1.If the service meet the customer needs 2.do you reach the customer satisfaction. 3.how many benefits do you have in your hospital.

So by these measure we can simply decides if our hospital had successfully prevent and treat (physical +mental +social) illness

Product features

deficiencies

1.Short stay in surgery 2. New tools laparoscopic gallbladder removal) With right feature

1.delay in admission 2.meals delivers cold 3.surgery starts late

2.Customer expectation

Increase satisfaction

Decrease dissatisfaction

3.Hospital benefits

Reaching the staff satisfaction

Lower the cost

Examples 1.Meet the customer needs

Without deficiencies

Items to become a good supplier:

1.Listen and communicate with your customer. 2.Identify and address their true needs. 3.Optimize treatment patterns and outcomes. 4.Enhance performance of internal processes so to benefit all – the patient, the relative, vendors, all who work in the hospital. 5.Respond to requests for information. 6.Build trust, respect in relationships.

Quality has roles with : Service 1.Adding new services 2.Freedom from deficiencies.

Customer 1.Try to reach customer satisfaction 2.Getred of dissatisfaction.

Employees 1.Make them self-controller. 2.Empowering employee.

Total quality management Management approach for an organization….centered on quality...based on participation of all members…aiming to in longterm success through: satisfaction of both ( customer

+ staff )

Continuous quality improvement an analytical decision making tool which allows you to see when a process is working predictably and when it is not. Variation is present in any process deciding when the variation is natural and when it needs correction is the key to quality

T.Q.M improvemen t

din n g ta s r de n U

Information An al ys is

control

knowledge

Information management cycle Data

Design co lle ct io n

planning

Thank you

Dr/Muhammed Fathy leader staff development