Customer Driven Quality in Organizations Service Design and Improvement Prepared By: Dr. Riham Adel Voice of CUSTOMERS “Anyone who thinks customers are not important should try doing without them for a week”
Service Design and Improvement Prepared By: Dr. Riham Adel
A device which prevents a process from: - Making an error Prediction - Passing a defect to user Detection Poka Yoke=Error Proofing (Mistake Proofing) When a defect/error is predicted or detected: The process is shut down A control prevents going ahead A warning is sent Prepared By: Dr. Riham Adel
Poka Yoke=Error Proofing (Mistake Proofing) Prepared By: Dr. Riham Adel
Healthcare Applications Are Different than Manufacturing Both service provider and patient errors impact service quality and must be managed The service provider is blamed for all errors, both those committed by the server and by the patient traditional quality improvement methods may have limited impact In other services 1/3 of customer complaints relate to problems caused by the customer themselves Prepared By: Dr. Riham Adel
Fail Safe Methods Can Also Be Described as the Three Ts Tangibles Errors in physical Elements of service Treatment Lack of courtesy, Empathy, Professionalism Task Doing work incorrectly Service Poka Yoke (Error/Mistake Proofing) focus on operators’ tasks and common mistakes they make while performing the service/task for the customer focus on the social interaction between the customer and the operators attempt to improve the tangible, physical impression and experience for the customer in addition to the direct task of the operators Different classification for Fail Safe devices: - Warning methods - Physical contact methods - Visual contact methods Prepared By: Dr. Riham Adel
Defining an Approach to Change worse Before Bell Curve: Inpatient Population Tail If the team identifies a performance gap , the team may design changes in processes with the potential for dramatic effect: improvement and standardization in processes reduces variation (narrows the curve) and raises quality of care for all (shifts entire curve toward better care). This radical change is what defines Quality Improvement. After Prepared By: Dr. Riham Adel
Prepared By: Dr. Riham Adel How You Can Manage Risks in Healthcare?
The organization seeks to reduce the risk of sentinel events and medical/health care system error -related occurrences by conducting its own proactive risk assessment activities and by using available information about sentinel events known to occur in health care organizations that provide similar care and services. This effort is undertaken so that processes , functions and services
You've reached the end of your free preview.
Want to read all 24 pages?
- Spring '19
- Magdy Khalaf
- Failure mode and effects analysis, Dr. Riham Adel