Concept in

Total Quality management

Presented by
Dr/ Muhammed Fathy
Leader staff development.TQM department
 The main 3 items in our lecture:

1.thinking of quality.
2.Quility at work.
3.Management support for quality.
 Quality

DOING THE RIGHT thing

With THE RIGHT way
at THE RIGHT time
 Triple role

supplier input process

output
customer
1.Plan your work Internal
2.Control the process External
3.improve
performance
 Our
customers
Internal external

Part of our hospital Not a part of our

hospital
 1.thinking of quality.

Every product/service have both

Product features * Product deficiencies
(Advantages) * (Disadvantages)

So how can we measure our service ?

how can we decide if our service is a good service or bad?

this can done by measuring the following 3

items:
1.If the service meet the customer needs
2.do you reach the customer satisfaction.
3.how many benefits do you have in your hospital.
 So by these measure we can simply decides if our
hospital had successfully prevent and treat (physical
+mental +social) illness

Product features deficiencies

1.Short stay in surgery 1.delay in admission

Examples 2. New tools 2.meals delivers cold
laparoscopic 3.surgery starts late
gallbladder removal)
1.Meet the customer With right feature Without deficiencies
needs

2.Customer Increase satisfaction Decrease

expectation dissatisfaction
3.Hospital benefits Reaching the staff Lower the cost
satisfaction
 Items to become a good supplier:

1.Listen and communicate with your customer.

2.Identify and address their true needs.
3.Optimize treatment patterns and outcomes.
4.Enhance performance of internal processes so to
benefit all – the patient, the relative, vendors, all
who work in the hospital.
5.Respond to requests for information.
6.Build trust, respect in relationships.
 Quality has roles with :

Service
1.Adding new services
2.Freedom from deficiencies.

Customer
1.Try to reach customer satisfaction
2.Getred of dissatisfaction.

Employees
1.Make them self-controller.
2.Empowering employee.
 Total quality
management
Management approach for an organization….centered on
quality...based on participation of all members…aiming to in long-
term success through:

satisfaction of both ( customer + staff )

Continuous quality
improvement
an analytical decision making tool which allows you to see when a
process is
working predictably and when it is not. Variation is present in any
process deciding
when the variation is natural and when it needs correction is the key
to quality
 T.Q.M
planning improvemen control
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knowledge
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Information Information Design

management
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Thank you

Dr/Muhammed Fathy
leader staff development