SUBMITTED TO :MR.BHUPENDRA GEHLOT

SUBMITTED BY : ASHISH SHARMA (K10701)

PRESENTATION ON : QUALITY FUNCTION DEPLOYMENT IN

HOSPITAL

Defining Quality

• Organization’s perspective- Performance (design) quality- Conformance (design) quality

• Customer perspective- Garvin’s eight dimensions- Parasuraman, Zeithaml, and Berry’s five

dimensions- Institute of Medicine- Quality assurance program

Quality Function Deployment (QFD)House of Quality

Correlation matrix

Designrequirements

Customerrequirements

Competitiveassessment

Relationshipmatrix

Specificationsor

target values

Impo

rtan

ce

Importance weight

Impo

rtan

ce

Importance weight

Quality Management: Focus on Six Sigma

• Defining Quality• Cost of Quality• Quality Programs• Six Sigma

- DMAIC Process- Seven Basic Quality Tools- Statistical Process Control (SPC)

• Benchmarking• Quality Function Deployment (QFD)• Taguchi Methods• Mistake Proofing (Poka-Yoke)

66

Cost of (Poor) Quality• External failure—costs associated with failure

after the customer receives the product or service• Internal failure—costs associated with failure

before the customer receives the product or service

• Appraisal—costs associated with inspecting and evaluating the quality of supplies and/or final product/service

• Prevention—costs incurred to eliminate or minimize appraisal and failure costs

Quality Programs

• Total Quality Management (TQM) or Continuous Quality Improvement (CQI)

• ISO 9000• Baldrige Criteria• Six Sigma

Total Quality Management (TQM)

• Focus on the customer• Top-management leadership and support• Employee involvement• Systems thinking• Continuous improvement• Data-based decision making

DMAIC Process

• Define• Measure• Analyze• Improve• Control

Define

Improve

Control

Measure

Analyze

Plan

Check

Act

Do

DMAIC ProcessMeasure

CUSTOMERSCUSTOMERSKey

Process Input

Variables (KPIV)

Key Process Output

Variables (KPOV)

Critical to

Quality (CTQ)

INPUT OUTPUTPROCESS

DMAIC Process

• Analyze- Analyze collected data to determine the root

causes• Improve

- Identify, evaluate, and implement the improvement solutions

• Control- Put controls in place to ensure process

improvement gains are maintained

Seven Basic Quality Tools

Run Chart

Scatter Diagram

Histogram

Fishbone Diagram

Check Sheet

Pareto Chart

Flow Chart

Statistical Process Control (SPC)

Current Wait Time

15 20 25 30 35 40 45

Wait Time (minutes)

Wait Time Goal

15 20 25 30 35 40 45

Wait Time (minutes)

50% of patients

wait more

than 30 minutes

10% of patients

wait more

than 30 minutes

Process Capability

• A measure of how well the process can produce output that meets desired standards or specifications

• Compares process specifications (set by the customer or management) to control limits (the natural or common variability in the process)

Time knowledge 5 5 3Why knowledge 3 5Convenient 4 3Appointment length 3 5 3Appointment time 4 3 5

QFD Example

On-

time

appo

intm

ent

App

oint

men

t len

gth

rang

e

Tim

e to

sc

hedu

le

Info

rmat

ion

on n

eed

Subs

eque

nt

notif

icat

ion

Initi

al

notif

icat

ion

Replace icons with numbersRelationships: Strong = 5 Medium = 3 Weak = 1

Time knowledge 5 5 3Why knowledge 3 5Convenient 4 5Appointment length 3 5 3Appointment time 4 3 5

25 15 15 20 27 29

QFD Example

On-

time

appo

intm

ent

App

oint

men

t len

gth

rang

e

Tim

e to

sc

hedu

le

Info

rmat

ion

on n

eed

Subs

eque

nt

notif

icat

ion

Initi

al

notif

icat

ion

Target:

100 diabetics/month; 85% compliance

Design of Experiments (DOE)

• A structured approach to the investigation of a system or process that determines the level of each input variable for each trial and does not require all possible levels of every input variable

• Requires fewer trials because it eliminates the need to change one variable at a time

• Can “find” effects of combinations of input variables

Riverview Generic Drug ProjectRiverview Drug Prescription Process

Patient needs drug

Clinician prescribes

drug

Information on drugs

Type of drug

Drug efficacy End

Drug efficacy End

Generic Drug works

Non-Generic

Drug works

Drug doesn’t

work

Drug doesn’t work

Riverview Generic Drug ProjectDrug Type and Availability

65% 35%15%

20%

Generic

Non-Generic,GenericAvailableNon-Generic,Generic NotAvailable

THANKYOU