Management and Quality

Simple links

Eng. / Sherin El Kordy Quality Coordinator

Faculty of Medicine, Jazan University

MBA, Georgia State University, USA

Lead Auditor , Germanisher Lloyd for Certification

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MANAGEMENT

Management concepts

o The Process

o The management system

o Examples

THE PROCESS

What do we manage ?

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PeoplePeople Method Method

Material Material Equipment Equipment

A process involves

We manage resources

An operation used to transfer resources (inputs) into a product, or service or information (outputs) is

called a“process”

What are resources ?

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A Management System is a “ Documented “ system that organize resources, arrange them into processes so as to control :

o Change

o Non-conformance

With the aim of achieving certain goals.

THE MANAGEMENT SYSTEM

Normal level

Improve

Change

Correction

Non-conformance

Operational activity

Structural

Routine, based on Historical

Past tense

Managerial activity,

Future tense

Managerial and operational activities

Managerial Operational

The Problem is vague and the solution needs in depth studies and information

The problem is structured (routine and solution is ready with allocating resources

Takes higher management and decision makers

Takes Middle management and follow pre-determined procedures

Generally depends on teams and committees interactions

May depend on single decision of manager or supervisor

Aims at changing from status quo

Aims at maintaining the normal level status

Needs Planning Needs output specifications

Aims at ensuring the results Aims at ensuring conforming to specifications

Examples

o A Quality management system aims at “ No defects, zero defects”

o A Financing management system aims at “ Optimizing assets and working capital to achieve maximum profit”

o An Environment Management system aims at “ No pollution and wise exploitation of natural resources”

o A Safety and Occupational Health Management system aims at “No accidents and prevention of occupational health diseases”

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QUALITY

o Quality definitions

o Quality standards

o Quality terminology

QUALITY

What’s quality?

Quality = “Excellence of service or product in comparison to

similar services or products”

“Meeting or exceeding customer expectations”

“ Fitness for purpose”

QualityThe value

Our Quality perception depends on how we value it.

A very delicious meal at McDonalds is of great value for people who hurriedly jump into a hut to get a quick meal

But, almost of no value for people who do not like fast food

A Toyota Suburban is of great value for people with long trips, travels and sometimes hard terrain cruise in the desert

But probably does not satisfy those with short trips, often in town who prefers a Geely Panda

Quality

In the academic field, it’s very important that the University Management, Faculty staff and students value the benefits from accreditation in order to achieve it

Here comes ( Fitness for purpose) which mainly focus on the customer requirements and conditions

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Excelling

o To get to know how excellent we are, we measure

( KPIs)

o We check and compare results with best practices

( Benchmark)

o The best practices might be ( Local, regional and

international)

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Quality

The value of Accreditation

Faculty Administrationo Reputation and credibility of the

programme/staff/resources/management

o Center for Med Ed services and research export

o Center for grant, partnership, and other funding programs (foreign, private and governmental)

o Center for research and service exchange and cooperation import

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Quality

The value of Accreditation

Staff / Facultyo Credibility of Staff capacityo Nomination to foreign medical schools

(Regional and Abroad)o Personal Value-adds:

o Researches, papers, ..o Publishings, books,..o Links to international medical associations

and centerso Nomination to world class appointments

in various associationso Preferred professional candidates (Local

and Abroad)

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Quality

The value of Accreditation

Studentso Accredited graduate (Employer

preference)o Further higher education program

attendance ( (Post graduate studies scholarship, grants,, seminars,..)

o Nomination to world class Alumni and associations

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Quality

3C’s quality trilogy

Customer

Culture Count

Quality

Quality Trilogy

Customer (Stakeholders, interested parties)

External

o People / Community

o Employers : Public and Private sectors,

research centers, specialized institutes

o Government

o Academic world

o Alumni16

Quality

Customer (Stakeholders, interested

parties)

Internal

o Students

o Staff / Faculty

o Administration

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Quality

Quality

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Specific Terminology

Quality

Quality assurance :

“ All activities and measures (precautions) undertaken to give confidence in the quality and specifications of product or service”

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Quality Control :

“ All investigations and testing (measurements) undertaken to differentiate between acceptable and unacceptable aspect (good or bad) of a product or service for further actions”

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Quality

Quality measurements in higher

education

Quality Control uses indicators. These

may include:

o Pass rates (product aspect; the

Students)

o Drop out (programme aspect)

o Staff / Student ratio (human resources

capital)

o Number of publications (Research

aspect)

o Citation index (community

satisfaction)

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Quality

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Process

Right things are done

(According to Objectives

and goals)

“Quality plan”

Things are

done right

(According to

specs)

“Standards”

Quality

AssuranceQuality Control

Inputs Outputs

Quality

Quality Assurance and Quality Control

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PeoplePeople Method Method

Material Material EquipmentEquipment

• Administration• Faculty (Staff)• Students

• Administration• Faculty (Staff)• Students

• Teaching • Learning• Assessment

• Teaching • Learning• Assessment

• Patients• Lab, Hospital Materials• Books, others

• Patients• Lab, Hospital Materials• Books, others

• Operating tools• Measuring tools• Educational resources, Facilities

• Operating tools• Measuring tools• Educational resources, Facilities

Process in

Med Ed

Example:

How can the four

components

of the Process be

Confined to

Medical

Education?

QUALITY

Improvement (Continuous

review)

Programme updating,

BenchmarkingHealth

promotion (Different style of

life)

Failure(Correction

actions)

Re-qualification

Curative phase

Early detection(Preventive

actions)

RemediationPreventive phase

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People /Community

CUSTOMER

Graduate

PRODUCT

Excellence progress (stages)

QUALITY

Thank you

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