HCAD 301 Exam with Correct Answers
Definition of Quality - ✅✅ 1) Figure out what your Customers/Resident wants
2) Do everything you can to meet/exceed their wants and needs/expectations
3) Continuously improve everything you do
Essential elements of quality improvement - ✅✅ Customer focus;
-All activities should be focused on the customer
-The customer defines "quality"
-Who is your/the customer?
Emphases must be on teamwork and participation: Quality improvement can best
be accomplished by involving those who work in the process and by gaining
valuable perspective from other employees.
Data - ✅✅ Use of data to analyze and solve problems: be committed to
collecting, analyzing, and using data (information) to determine priorities and to
evaluate success or failure.
-What's necessary to have? What's extra?
-Where does your data come from?
-Can you get pre and post data to use?
"Garbage in garbage out" bad data gives bad results
Process improvement - ✅✅ Recognize that all productive work is accomplished
through processes and that when something "goes wrong," the problem is most
likely in the process, and not the people.
Identify the key processes to satisfy customers and then continually improve them
using a defined method
What is quality? - ✅✅ Connections between "quality" and...
-Customer service
-Cost or price
-Speed
-Accuracy
-Reliability
, -Customization
Quality Dimensions - ✅✅ Overall (Gavin)
-Performance
-Features
-Reliability
-Conformance
-Durability
-Serviceability
-Aesthetics
Service
-Reliability
-Assurance
-Tangibles
-Empathy
-Responsiveness
What do you think is most important?
Quality - ✅✅ -Involves meeting or exceeding customer expectations
-Is DYNAMIC (changes over time)
-Can be improved
Stakeholders - ✅✅ Consumers
-Residents
-Families
Purchasers
Providers
-Staff members
-Vendors
Others
-Regulators
The "Customer" - ✅✅ -Residents
-Family Members
-Staff
Definition of Quality - ✅✅ 1) Figure out what your Customers/Resident wants
2) Do everything you can to meet/exceed their wants and needs/expectations
3) Continuously improve everything you do
Essential elements of quality improvement - ✅✅ Customer focus;
-All activities should be focused on the customer
-The customer defines "quality"
-Who is your/the customer?
Emphases must be on teamwork and participation: Quality improvement can best
be accomplished by involving those who work in the process and by gaining
valuable perspective from other employees.
Data - ✅✅ Use of data to analyze and solve problems: be committed to
collecting, analyzing, and using data (information) to determine priorities and to
evaluate success or failure.
-What's necessary to have? What's extra?
-Where does your data come from?
-Can you get pre and post data to use?
"Garbage in garbage out" bad data gives bad results
Process improvement - ✅✅ Recognize that all productive work is accomplished
through processes and that when something "goes wrong," the problem is most
likely in the process, and not the people.
Identify the key processes to satisfy customers and then continually improve them
using a defined method
What is quality? - ✅✅ Connections between "quality" and...
-Customer service
-Cost or price
-Speed
-Accuracy
-Reliability
, -Customization
Quality Dimensions - ✅✅ Overall (Gavin)
-Performance
-Features
-Reliability
-Conformance
-Durability
-Serviceability
-Aesthetics
Service
-Reliability
-Assurance
-Tangibles
-Empathy
-Responsiveness
What do you think is most important?
Quality - ✅✅ -Involves meeting or exceeding customer expectations
-Is DYNAMIC (changes over time)
-Can be improved
Stakeholders - ✅✅ Consumers
-Residents
-Families
Purchasers
Providers
-Staff members
-Vendors
Others
-Regulators
The "Customer" - ✅✅ -Residents
-Family Members
-Staff
