Quality Management Unit I Exam
Questions and Complete Solutions
Graded A+
quality improvement - Answer: an approach to the continuous study and improvement of the processes
of providing health care service to meet the needs of patients and others
product - Answer: service to patients, families, internal customers and external customers
continuous quality improvement - Answer: CQI
continuous improvement - Answer: CI
TQM (total quality management) - Answer: integrates quality assurance, quality control and assessment
into a system wide improvement project based around the hospitals mission statement
quality assurance - Answer: QA
quality improvement terms - Answer: continuous quality improvment (CQI), continuous improvement
(CI), total quality management (TQM), quality assurance (QA), quality control, quality assessment
TQM importance - Answer: a. helathcare is a buisness
b. benefits to patients
c. benefits to healthcare providers
d. accountability issues
TQM benefits - Answer: a. decrease in costs
b. increase in customer satisfation
c. ensures quality through the organization
,TQM history - Answer: several historical figures which have developed todays TQM environment;
a. Edward Deming
b. Joseph Juran
c. Philip Crosby
Edward Deming - Answer: asked by Japanese scientists to increase productivity following WWII; felt the
poor quality was due to malfunctioning processes
emphasis:
a. monitoring and evaluating processes
b. searching for ways to improve quality
c. need for total organization commitment, worker involvement, and education in improvement
processes
Joseph Juran - Answer: chairman of the Juran Institue and founder of Six Sigma; created the "Juran
Trilogy" for quality
a. Quality planning (developing products and services required to meet the customers needs)
b. Quality control (evaluate, compare, act)
c. Quality improvement (raising quality performance to unprecedented levels)
Philip Crosby - Answer: founder and chairman of the board of Career IV (executive management
consulting firm) and former VP and ITT; founded the quality college
*originated idea of ZERO DEFFECTS*
,TQM key principles - Answer: a. customer focus (think as a customer and their expectations)
b. quality first and quality in everything (need to have a good definition of quality, everyone needs to
understand this definition and believe in it)
c. process management (need a manager who is eager and takes on many processes)
d. cross functional manager (manager who can multi-task)
e. employee involvement and teamwork (group effort, managers responsibility to delegate)
f. continuous improvement
g. standardization (never deviate from standards)
h. tools (cause and effect chars, pareto charts, flow charts, scatter diagrams, etc.)
i. training (staff needs to know the "why and how")
j. variation and statistics (show things are not due to chance)
k. prevention (correct before it happens)
l. measurement and monitoring
m. leadership
n. benchmarking (studies work processes in organizations, knowledge used to improve procees in own
organization)
, internal customers - Answer: employees, other departments
external customer - Answer: suppliers, patients, communities
project models - Answer: models for improvement in healthcare
examples:
a. Focus - PDCA
b. LEAN
c. Six Sigma
Focus (PDCA/PDSA) - Answer: a. FIND problem/process that needs improvement
b. ORGANIZE a team that knows the problem/process
c. CLARIFY knowledge through flowcharting and data collection
d. UNCOVER the underlying causes of variation and poor quality
e. SELECT a modificaiton/solution to address the problem
.....................
a. PLAN the change aimed at improvement
b. DO the change, preferably on a small-scale to test it out
c. CHECK (or STUDY) the resulting impact on performance
Questions and Complete Solutions
Graded A+
quality improvement - Answer: an approach to the continuous study and improvement of the processes
of providing health care service to meet the needs of patients and others
product - Answer: service to patients, families, internal customers and external customers
continuous quality improvement - Answer: CQI
continuous improvement - Answer: CI
TQM (total quality management) - Answer: integrates quality assurance, quality control and assessment
into a system wide improvement project based around the hospitals mission statement
quality assurance - Answer: QA
quality improvement terms - Answer: continuous quality improvment (CQI), continuous improvement
(CI), total quality management (TQM), quality assurance (QA), quality control, quality assessment
TQM importance - Answer: a. helathcare is a buisness
b. benefits to patients
c. benefits to healthcare providers
d. accountability issues
TQM benefits - Answer: a. decrease in costs
b. increase in customer satisfation
c. ensures quality through the organization
,TQM history - Answer: several historical figures which have developed todays TQM environment;
a. Edward Deming
b. Joseph Juran
c. Philip Crosby
Edward Deming - Answer: asked by Japanese scientists to increase productivity following WWII; felt the
poor quality was due to malfunctioning processes
emphasis:
a. monitoring and evaluating processes
b. searching for ways to improve quality
c. need for total organization commitment, worker involvement, and education in improvement
processes
Joseph Juran - Answer: chairman of the Juran Institue and founder of Six Sigma; created the "Juran
Trilogy" for quality
a. Quality planning (developing products and services required to meet the customers needs)
b. Quality control (evaluate, compare, act)
c. Quality improvement (raising quality performance to unprecedented levels)
Philip Crosby - Answer: founder and chairman of the board of Career IV (executive management
consulting firm) and former VP and ITT; founded the quality college
*originated idea of ZERO DEFFECTS*
,TQM key principles - Answer: a. customer focus (think as a customer and their expectations)
b. quality first and quality in everything (need to have a good definition of quality, everyone needs to
understand this definition and believe in it)
c. process management (need a manager who is eager and takes on many processes)
d. cross functional manager (manager who can multi-task)
e. employee involvement and teamwork (group effort, managers responsibility to delegate)
f. continuous improvement
g. standardization (never deviate from standards)
h. tools (cause and effect chars, pareto charts, flow charts, scatter diagrams, etc.)
i. training (staff needs to know the "why and how")
j. variation and statistics (show things are not due to chance)
k. prevention (correct before it happens)
l. measurement and monitoring
m. leadership
n. benchmarking (studies work processes in organizations, knowledge used to improve procees in own
organization)
, internal customers - Answer: employees, other departments
external customer - Answer: suppliers, patients, communities
project models - Answer: models for improvement in healthcare
examples:
a. Focus - PDCA
b. LEAN
c. Six Sigma
Focus (PDCA/PDSA) - Answer: a. FIND problem/process that needs improvement
b. ORGANIZE a team that knows the problem/process
c. CLARIFY knowledge through flowcharting and data collection
d. UNCOVER the underlying causes of variation and poor quality
e. SELECT a modificaiton/solution to address the problem
.....................
a. PLAN the change aimed at improvement
b. DO the change, preferably on a small-scale to test it out
c. CHECK (or STUDY) the resulting impact on performance
