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Unformatted text preview: 1 UNIT 5: P ERFORMANCE I MPROVEMENT T OOLS AND D EVELOPING A L EAN T OOLS AND D EVELOPING A L EAN E NTERPRISE AHS 403 Defining Quality • Organization’s perspective- Performance (design) quality- Conformance quality • Customer perspective Customer perspective- Garvin’s eight dimensions- Parasuraman, Zeithaml, and Berry’s five dimensions- Institute of Medicine- Quality assurance project/program • Reliability : Perform promised service dependably and accurately. Example : meals delivered on time and at appropriate temperature. Dimensions of Service Quality • Responsiveness : Willingness to help customers promptly. Example : greet patients as they enter the reception area. • Assurance : Ability to convey trust and confidence. Example : being polite and showing respect during examinations. Empathy : Ability to be approachable Dimensions of Service Quality • Empathy : Ability to be approachable. Example : allow patients to ask questions. • Tangibles : Physical facilities and facilitating goods. Example : cleanliness of rooms and treatment areas. Cost of (Poor) Quality • External failure —costs associated with failure after the customer receives the product or service • Internal failure —costs associated with failure before the customer receives the product or service service • Appraisal —costs associated with inspecting and evaluating the quality of supplies and/or final product/service • Prevention —costs incurred to eliminate or minimize appraisal and failure costs Quality Programs • Total Quality Management (TQM) or Continuous Quality Improvement (CQI) • ISO 9000 ISO 9000 • Baldrige Criteria • Six Sigma 2 Total Quality Management (TQM) • Focus on the customer • Top-management leadership and support • Employee involvement Systems thinking • Systems thinking • Continuous improvement • Data-based decision making ISO 9000 • International standards concerned with ensuring that organizations maintain consistently high levels of quality • Five sections:- Quality management system- Management responsibility- Resource management- Measurement, analysis, and improvement- Product realization Baldrige Criteria • Award established to recognize organizations for their achievements in quality and to raise awareness about the importance of quality • Seven categories: Measurement analysis- Leadership- Strategic planning- Customer and market focus- Measurement, analysis, and knowledge management- Human resource focus- Process management- Results Six Sigma • Philosophy- Eliminate defects through prevention and process improvement • Methodology 6 6 - Team-based approach to process improvement using the DMAIC cycle • Set of tools- Quantitative and qualitative statistically based tools • Goal- 3.4 defects per million opportunities (DPMO) Successful Six Sigma • Top-management support • Extensive training • DMAIC approach Use of quantitative measures 6 6 • Use of quantitative measures...
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- Summer '11