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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 Organizations perspective- Performance (design) quality- Conformance quality Customer perspective Customer perspective- Garvins eight dimensions- Parasuraman, Zeithaml, and Berrys 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