Materi Kuliah Manajemen Mutu dan Pelayanan Publik

1. Continuous Quality Improvement
(CQI)
Arenawati
9 & 10

2. Apa Itu CQI ???
• A theory-based management system that looks
at processes/outcomes
• Culture change
• Client-centered philosophy
• Tools to help quantify what we do
• A search for common causes of variation
• Driven by data
• System, process and client feedback
• Shared success
• Long-term approach

3. TUJUAN CQI
• Guide quality operations
• Ensure safe environment & high quality of
services
• Meet external standards and regulations
• Assist agency programs and services to meet
annual goals & objectives

4. THE KEY ELEMENTS OF CQI
• Accountability
• Driven by good management...not crisis
• Driven by input from all levels of staff
and stakeholders
• Teamwork
• Continuous review of progress

5. BENEFIT OF CQI
• Improved accountability
• Improved staff morale
• Refined service delivery process
• Flexibility to meet service need changes
• Enhances information management, client tracking &
documentation
• Means to determine & track program integrity and
effectiveness
• Lends itself to design of new programs & program
components
• Allows creative/innovative solutions

6. Siapa yang terlibat ?
• Persons & families served
• Employees, volunteers & consultants
• Members of advisory boards
• Consumer advocates
• All levels of agency staff

7. Langkah – Langkah CQI
• Step 1 Identify a need/issue/problem and develop a problem
statement
• Step 2 Define the current situation - break down problem into
component parts, identify major problem areas, develop a target
improvement goal
• Step 3 Analyze the problem - identify the root causes of the
problem and use charts and diagrams as needed.
• Step 4 Develop an action plan - outline ways to correct the root
causes of the problem, specific actions to be taken, identify who,
what, when and where
• Step 5 Look at the results - confirm that the problem and its root
causes have decreased, identify if the target has been met and
display results in graphic format before and after the change
• Step 6 Start over - go back to the first step and use the same
process for the next problem

8. PROCESS OF CQI

9. Trilogi Manajemen Mutu
• Quality planning
- standar mutu
- prediksi resiko
- eksternal dan internal
• Quality Control
- penilaian dan pengukuran
- membandingkan
- menyimpulkan, follow up
• Quality Improvement
- perbaikan/revisi
- peningkatan/penyempurnaan
- perumusan rencana berikutnya

10. THANK YOU