Quality
Management
Building
BLOCKS
·
quality
management-systematic
evaluation
improvement
process
ensures
continuous
improvement
of
products
services
to
acheive
better
performance
-goal
is
to
acheive
maximum
customer
service
in
healthcare
·
overuse
-
occurs
when
service
is
provided
when
not
needed
·
underuse
-
service
that
would
be
medically
beneficial
is
not
provided
·
misuse
when
service
is
not
carried
out
property
Quality
Management
Activities
·
measurement
collection
of
information
for
purpose
of
understanding
current
performances
seeing
now
changes
over
time
·
assessment
use
of
performance
information
to
determine
whether
an
acceptable
level
of
quality
has
been
achieved
·
improvement
planning
making
changes
to
current
practices
to
acheive
better
performance
·
data
-
numbers
or
facts
that
are
interpreted
for
purpose
of
drawing
conclusions
·
performance
expectations
minimum
acceptable
or
desired
level
of
quality
Quality
Management
Milestones
In
IndustrytHealthcare
-
primum
non
no
cere
·
donoharm
better
ways
to
care
for
patients
Industrial
Quality
Evolution
-
Walter
Shewhart,
W.E d war ds
Deming,
Joseph
Juran
organizations
set
of
interrelated
processes
with
common
aim
process
variation
must
be
understood
-how
new
knowledge
is
generated
must
bounderstood
·now
people
are
motivated
work
together
must
be
understood
-
sUran
Quality
Tri10 gX
~quality
planning
define
customers
how
to
meet
their
needs
-quality
control
-
keep
processes
working
well
-quality
improvement
learn,
optimize,
refine,
adapt
-
Kaoru
Ishikawa
-quality
circles
-
groups
of
3.12
frontline
employees
who
meet
regular
to
analyze
production
related
problems
propose
solutions
-1987,
President
Ronald
Reagan
signed
into
law
the
Malcolm
Bridge
National
Quality
improvement
Act
-
managed
by
US
department
of
commerce's
National
Institute
of
standards
·technology
-
established
criteria
for
performance
excellence
that
organizations
can
use
to
evaluate
improve
quality
-
Baldrige
National
Quality
Award
created
to
recognize
us
companies
that
meet
programs
standards
·
first
10
years,
3
categories
-
manufacturing
service
small
business
-
1998
two
categories
added
-education
health
care
