TQM

1. Dr. A. Hany Hassanain

2. Part I

3. What is the system?

4. Inputs Outputs
Operation
Control

5. Why are the Outputs are drawn larger than Inputs ???????

7. Good added value
Bad added Value

8. Can we better define the system?

9. The system is the grouping of the Inputs, Operations that add value to produce the Output
Any system is a subsystem of a larger system
The output of one system may be an input of another system.
No closed system
Change of a system affects other systems

10. What is the Healthcare System ????
Operations
5Ms ================== 4 Ps
Control

11. Quality
Assurance + Control

12. Inputs
5 Ms
Service
Production Outputs
4 Ps
Control
Assurance

13. Material Machine
Manpower
Money
Method

14. Product
(Health Services)
Promotion Price
Place

15. 4Ps  Customer  Satisfaction of patients
Work Environment  Satisfaction of workers

16. Can we better define the healthcare system ?????????????????????????????
Can we define channels of control?
Can we integrate the channels of control in the system ???????????

17. It is the system that uses the available and suitable material, machines and methods by the skillful workers under quality assurance supervision in the proper environment and place to produce the best available health services and minimizing the risk to satisfy of the patients at plausible price that is reflected on the health institution and the workers’ reputation.

18. Suggest 3 to 4 methods or actions to control each of the 5Ms, the 4Ps and the assurance of the production

19. • Material Quality
•Machine Quality
•Method Quality
•Manpower Quality
•Money Quality

20. •Quality Assurance
•Proper mixture of the 5 Ms
•Reducing the risk

21. •The Service Quality
•The Product Quality
•The Promotion Quality
•The Price

22. •What is the Quality Profit ?????
•How can we know about patients’ satisfaction?
•How can we know about workers’ satisfaction?
•What are the control channels in the healthcare system?

23. Part 2

24. •Assurance  Method + Safety
•Control  Adjust resources + Satisfaction

25. Quality Management
(Assurance + Control)

26. The trainee who is asked just mention one idea in action to assure material quality
(10 trainees will be asked )

27. •Proper Material for the use  specification
•Price
•Storing
•Suppliers
•Time of dispatches
•Dispensing
•Handlers of materials & recording
•Safety for the patient and workers
•The supply chain profit

28. The trainee who is asked just mention one idea in action to assure material quality
(10 trainees will be asked)

29. •Proper Machines  Specifications
•Maintenance schedules & recording
•Proper material for the machine
•Time table for operating the machine
•Profitability of the machine
•Return of the investment on the machine
•Proper place for the machine
•Safety for patients and workers
•Training Program for new users

30. The trainee who is asked just mention one idea in action to assure material quality
(10 trainees will be asked)

31. •References
•Recommendations of international associations
•Protocols
•Researches
•Evidence Based Medicine
•Policies to apply & control over application success
•Policies to train & control over training success
•Safety for patients and workers
•Log Books

32. The trainee who is asked just mention one idea in action to assure material quality
(10 trainees will be asked)

33. •Qualified & Trained
•Soft Skills & Communications
•Teamwork
•Updating
•Satisfied
•Stress & Crises & Time Managements
•Medical Records
•TOT for doctors
•Policies for Qualification & Training

34. The trainee who is asked just mention one idea in action to assure material quality
(10 trainees will be asked)

35. •Cost of Quality Programs
•Revenues after Quality programs
•Profitability of Quality Program
•Reputation as an asset and how to measure it
•Cost Reduction
•Reducing investment risks
•Accounting programs  Computerized
•Doctors  think cost-benefit & cost-effective

36. The trainee who is asked just mention one idea in action to assure material quality
(10 trainees will be asked)

37. •Method  Easy Steps
•Policies for methods
•Resources should be enough to start a method
•Trained doctors and nurses for the method
•Assessment of the outcome of the method
•Analysis of steps to further improving
•Continuous education and training
•Performance and Appraisal management

38. The trainee who is asked just mention one idea in action to assure material quality
(10 trainees will be asked)

39. •Patients’ satisfaction
•Community Satisfaction
•Assessment of reputation
•Comparative Statistical studies
•Improving the service
•New Services

40. The trainee who is asked just mention one idea in action to assure material quality
(10 trainees will be asked)

41. •Suitability of the place
•Building safety
•Fire plans and training programs
•Sanitation
•Maintenance of the building & budget
•Developing the building & budget
•Waste Removal plans
•Cleaning programs and materials

42. The trainee who is asked just mention one idea in action to assure material quality
(10 trainees will be asked)

43. •Fair
•Profitability ????
•Moving price policies
•Type of pricing
•Mass sales & price reduction
•Pricing the new services

44. The trainee who is asked just mention one idea in action to assure material quality
(10 trainees will be asked)

45. •Marketing policies  achieving sales target or not
•Effective or not
•Ads
•The word of mouth
•Social Media
•The effect of promotion over reputation
•Communication methods
•PR

46. What is the Quality Profit ????????????
How can we know about patients’ satisfaction?
How can we know about workers’ satisfaction?
What are the control channels in the healthcare system?

47. What was best in the lecture and what was worst:
A. The teaching part – rank from 1 (worst), 2, 3, 4(best)
B. The Discussion – 1 (worst), 2, 3, 4 (Best)
C. The workshop – 1 (worst), 2, 3, 4 (Best)
D. The Exercise – 1 (worst), 2, 3, 4 (Best)
E. Did you feel bored during the lecture – Yes or No
F.Do you have better understanding of the healthcare business and how it was developed and how will it be developed in the future? Yes or No

48. Thank
You