TOTAL QUALITY

MANAGEMENT
RIYA BANERJEE 0809
SHRUTI SINGH 0833
VIBHOR GUPTA 0857
SHIVANGI GURJAR 0824
SOURAV GANGULY 0844
PAYAL MITTAL 0796
SIMRAN SINHA 0838
NEHA SARDA 0785
 TOTAL QUALITY
MANAGEMENT

Total Quality Management, TQM, is a method by which management and

employees can become involved in the continuous improvement of the
production of goods and services. It is a combination of quality and
management tools aimed at increasing business and reducing losses due to
wasteful practices.

2
PRINCIPLES OF TQM :

Management Employee Empowerment Fact Based Decision

Commitment • Training
Making
• Plan (drive, direct) • SPC (statistical process control)
• Suggestion scheme
• Do (deploy, support, participate) • DOE, FMEA
• Measurement and recognition
• Check (review) • The 7 statistical tools
• Excellence teams
• Act (recognize, communicate, revise) • TOPS (Ford 8D – team-oriented
problem solving)

Continuous Improvement Customer Focus

• Systematic measurement and focus • Supplier partnership
on CONQ
• Service relationship with internal
• Excellence teams customers

• Cross-functional process • Never compromise quality

management
• Customer driven standards
• Attain, maintain, improve standards

3
 EVOLUTION OF TQM-
INSPECTION

QUALITY CONTROL

QUALITY ASSURANCE

TOTAL QUALITY MANAGEMENT

4
5
● 1980s: era of healthcare cost containment
● Early 1990s: CQI replaced TQM in the healthcare improvement
EVOLUTION
lexicon OF
● Early 2000s: six sigma was introduced
TQM
● 2004: need for transformational leadership "engage to recognize and
pursue a commonly held goal namely patient safety." IN
● 2006: developed a national agenda for reducing medication errors.
HEALTHCARE
 TOOLS FORTQM
CHECK SHEET CONTROL CHART STRATIFICATION PARETO CHART

HISTOGRAM CAUSE-AND-EFFECT DIAGRAM SCATTER DIAGRAM

7
HOW DOYOU IMPLEMENT TQM

CULTURE COMMITMENT CO-OPERATION

CUSTOMER CONTINUOUS
IMPROVEMENT CONTROL
FOCUSED

8
 "TQM is a comprehensive strategy of organizational and attitude
change for enabling personnel to learn and use quality methods, in
order to reduce costs and meet the requirements of patients and other
customers" (Ovretveit, 2000)

TQM
DEFINITION "Maximization of patient’s satisfaction considering all profits and
FOR losses to be faced in a healthcare procedure" (Donabedian, 1989).
HEALTHCARE

An active, visible support from clinical and managerial leadership for

continuous quality improvement.
A focus on processes as the objects of improvement.The elimination of
unnecessary variation. Revised strategies for personnel management.(Laffel &
Blumenthal, 1989 )
9
NEED FOR TQM IN HEALTHCARE

Due to increased attention to quality because of government

regulations, influence of customers, and hospital management
initiatives.

The healthcare market is changing from a producer-

oriented to a customer-oriented market due to the
increasing influence of customers and public pressures.

The patient is becoming a customer for the healthcare

organizations, or more likely a direct strategic partner
who participates in a decision making process.

The changes in environment, society, and political

policies have significant impacts on management
in hospitals as well 10
DEFINING
QUALITY FOR
4- Individual condition or care group:
At this level, care is considered for particular conditions or
patient care group, such as diabetes, maternity. Quality
PATIENT CARE characteristics would focus on technical issues an example of
clinical appropriateness and effectiveness.

3- Clinical specialty
This level allows principles to apply to all patients cared for by a specialty area such as physiotherapy,
radiology; quality characteristics in this level would include accessibility, efficiency, and reliability. .

2- Generate area of care

Those areas which are common to a limited range of specialties or conditions, such as cancer treatment services, day
case surgery, and emergency care. Quality characteristics at this level would include acceptability, information,
appropriateness and equity.

1. Fundamentals of care
The basic level at which quality principles will apply across all areas of care, characteristics at this level may include,
privacy, communication, responsiveness, and empathy.
 Quality Assurance Quality Control

Definition QA is a set of activities for ensuring quality in the
processes by which products are developed.
Focus on QA aims to prevent defects with a focus on the process
used to make the product. It is a proactive quality
process.
Goal The goal of QA is to improve development and test
processes so that defects do not arise when the product
is being developed.
How Establish a good quality management system and the
assessment of its adequacy. Periodic conformance
audits of the operations of the system.
QC is a set of activities for ensuring quality in products. The
activities focus on identifying defects in the actual products
produced.
QC aims to identify (and correct) defects in the finished product.
Quality control, therefore, is a reactive process.
The goal of QC is to identify defects after a product is developed
and before it's released.
Finding & eliminating sources of quality problems through tools &
equipment so that customer's requirements are continually met.

What Prevention of quality problems through planned and The activities or techniques used to achieve and maintain the
systematic activities including documentation. product quality, process and service.
Responsibility Everyone on the team involved in developing the product Quality control is usually the responsibility of a specific team that tests
is responsible for quality assurance. the product for defects.
Example Verification is an example of QA Validation/Software Testing is an example of QC
Statistical Techniques Statistical Tools & Techniques can be applied in both QA When statistical tools & techniques are applied to finished
& QC. When they are applied to processes (process products (process outputs), they are called as Statistical Quality
inputs & operational parameters), they are called Control (SQC) & comes under QC.
Statistical Process Control (SPC); & it becomes the part
of QA.
As a tool QA is a managerial tool QC is a corrective tool
Orientation QA is process oriented QC is product oriented
THANK
YOU