Question

Hospitals are very concerned about the spread of germs in a hospital environment. For patient and guest safety, infection rates in any hospital are carefully monitored. Continuous efforts are made to reduce the chance of spreading infections among or between patients or guests. Unfortunately, studies reveal that every year in U.S. hospitals, nearly 2 million people are infected with a death rate approaching 80,000. Transmission of these infectious pathogens occurs most often through the contaminated hands of health-care workers. This means that good hand hygiene is the most important infection control measure available. JQOS is a 100-bed hospital that offers a full range of services including emergency services, maternity, child care, orthopedic, cardiac, and general welfare. Management at JQOS has long believed that prevention is the best approach to any issue. They have decided to tackle the hand-washing issue head-on. Their goal is to improve hand-washing compliance among health-care workers (doctors, nurses, care-givers, orderlies, etc.) throughout the hospital. Use Dr. Feigenbaum’s definition of quality and refer to the information provided. Describe the definition of quality for each of the major participants (doctor, patient, nurses, etc.). Describe how you would recognize Dr. Shewhart’s common cause variation in the process of maintaining a high level of doctor or nurse hand washing before touching a patient. Describe how you would recognize Dr. Shewhart’s assignable cause variation in the process of maintaining a high level of doctor or nurse hand washing before touching a patient. You are the senior team leader in charge of making improvements to the process of hand-washing compliance. You have recently attended a seminar focused on Dr. Deming’s teachings. Clearly state one of Dr. Deming’s 14 points that you will keep in mind as you focus on this situation. How will this point guide your actions and behavior as you tackle making improvements? Describe two clues that suggest that the hospital is practicing Juran’s little q versus big Q. If they were to practice big Q, describe one way in which their focus would need to change. During a meeting, someone has cornered you concerning the improvements and changes your team would like to make at the hospital. They accuse you of wanting to create a luxurious environment at the hospital. They said that a patient’s judgment of quality of the hospital is intangible and not measurable. They also said that there is an economics of quality. You recognize these statements as three of Mr. Crosby’s five erroneous assumptions about quality. Using what you know about Mr. Crosby’s approach to quality, pick one and argue against what this person has said.

Answer 1

Answer: Dr.Feigenbaums defenition of Quality.

1) Quality is defined by the customer and every one is responsible for quality.Quality is more than a technical subject,it is an approach to doing business that makes an organization more effective.

• Quality is a fundamental element of a business strategy.
• Quality is not a factor to be managed but a method of managing, operating,and integrating the marketing,technology,production,information,and finance areas throughout a company’s quality value chain with the subsequent favourable impact on manufacturing and service effectiveness.
• Quality systems are a method of managing an organization to achieve higher customer satisfaction,lower overall costs,higher profits,and greater employees effectiveness and satisfaction.

2) Defenition of quality for doctors: Doctors should be receptive towards patients or outsiders.If doctors will be excited towards improvement,then staff members will follow it.Surgery centers should be upgraded so that all reports,such as X-ray,cat scans,blood tests,or other lab tests related to the patient must be done before the scheduled surgery.Avoid the canceling of surgery as much as possible.

3) One of Dr.Demings teaching on 14 points of Total Quality Management adopt to improve the process of Hand washing compliance is point 13:- Institute a vigorous program of education and self-improvement for everyone.

4) Mr.Crosbys five erroneous assumptions of quality

• The first one is quality means goodness,or laxuary,or shininess or weight,makes quality a relative term
• The second incorrect assumption about quality is that quality is intangible and therefore not measurable.
• The third assumption states that there exists “an economics of quality “
• The forth assumption,quality means that it is more economical to do things right the first time.
• The final erroneous assumption is that quality originates in the quality department.