Management and Quality
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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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