Quality at Work

8/18/2019 Quality at Work

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Quality@Work Azli Haji Norali, MMIHRM


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Session Plan

Diferent views o quality

General denitions o quality

Some issues acing the quality@work

Views o quality


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The frst question to askWhat is Quality!

How would you

describe what “Quality”means?


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What is Quality!

“The degree of excellence of a thing”

(Webster’s Dictionary)

“The totality of features and characteristics that satisfyneeds”

(American Society for Quality ontrol ! ASQ)

Fitness for consumer use – meet or exceed customer

expectations

"here are so many definitions for Quality#


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What is Quality!Quality is"##

• Based on judgments y an individual ororgani!ation

• "itness or #ur#ose• $orres#onds to a rating• Based on acce#tale #erormance• %eeting goals• Meetin$ other %eo%le&s require'ents


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Issues (a)in$ Quality@Work!

&voidale human errors

'nderutili!ation o services( #rocess(equi#ment

)verutili!ation o services( #rocess(equi#ment

Variation in #ractices

$ommunication #rolems Dissatised customers


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*onsequen)eThe *onsequen)es + PoorQuality

Loss of businesso Liability

o Productivity

o Costs "ailures will occur* +he

#revailing quality #hiloso#hyis that prevention is the

best cure for quality problems# (An ounce of prevention is worth a pound of cure).


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What )an -e .o a/outit!

Do nothing

Better education and training

,olicing( -ns#ection( ,unishment

$hange( -m#rove( .eward

$om#rehensive #roach/ 0uality&ssurance


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Why i'%ro0e 'y quality

• Because - know it is needed

• ecause - am told to do so

• ecause - must survive

• Because - need to ollow the rules

To.ay&s )hoi)e1 S2R3I3A4


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Quality 3ie-

The *ore 5ssentials are1

&ssuring 1i*e assessing andim#roving2 quality is theres#onsiility o the #rovider

0uality assurance is an evaluationand im#rovement #rocess o all thenecessary attriutes 1knowledge(skills( attitudes( values2

Values and attitudes are the mostim#ortant


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Quality 1Ter'inolo$y

Quality Assuran)e/

the overall #hiloso#hy on 0uality and its&ssurance

Total Quality Mana$e'ent/

one o the newest organi!ational andmanagerial a##roaches to 0uality &ssurancein the 1not2 or #rot industry

*ontinuous Quality I'%ro0e'ent/

an im#ortant organi!ational and managerial

mechanism or quality assurance in thehealth sector


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A *o'%any&s 3ision

To /e the %reerre. an. 'osttruste. %ro0i.er o %eror'an)e)riti)al te)hnolo$y solutions to

-orl.&slea.in$ 'anua)turers,e'/e..in$ inno0ation ine0erythin$ -e .o#We ha0e a )lear strate$y to )reate 0alue or allstakehol.ers throu$h inno0ation, o)us an.$lo/alisation un.er%inne. /y our )ulture#


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Plan 1 Hi$h Quality Ser0i)es an.Pro.u)ts

-dentiy #riorities(goals andcustomers

Set u# #roject teams

Descrie service according to/

3consumer and client needs

3 structure(#rocess(outcome

%ake #lans or evaluation


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Quality Plannin$

4stalish 0uality #roject/ goalsand team

-dentiy customers

Determine client needs

Design services to e #rovided

Design delivery #rocess

Determine inormation need

'se and evaluate


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Train %roessionals

Select key #roessionals Design a##ro#riate training

)rgani!e continuous trainingsessions

4valuate results o trainingincluding satisaction

.eward #artici#ants

.e#eat training regularly


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50aluation

-ncludes assessment and im#rovement

)rientation/ what are the #ossiilities5

Selection/ what is most a##ro#riate5

-m#lement/ who is doing what5

$ollect and discuss the results

Disseminate the results inside andoutside

,re#are or the ne6t round


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*ontinuous QualityI'%ro0e'entI'%ortant ele'ents1

46ternal and internal customersatisaction

%anagement leadershi#

-nvolves all #ersonnel

'ses statistical methods

"ocuses on im#rovements


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Tools or I'%ro0e'ent

%otivation

-nsight

4valuation methods

$ommunication tools

Dedicated #ersonnel

Dedicated %anagement

%oney


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That i'%lies1

• 0uality im#rovement is essentialor survival

• $ustomer satisaction is im#ortantor survival

• %onetary su##ort will come onlyater well3e6ecuted qualityassurance studies


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Quality Meetin$


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+0er0ie-

• 0uick overview o what thismeeting is all aout

• &genda

•7hat to e6#ect


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A$en.aHa0in$ an a$en.a

&n agenda is used to steer a meeting8

• )verview

• Brainstorming ojectives

• .ules

• Brainstorming activities

• Summari!e

• 9e6t ste#s


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6rainstor'in$ +/je)ti0es

• Descrie the ojective1s2 o themeeting

• 9ew #roduct or service ideas5

•9ew eature ideas5

• "eature:#roduct naming5

• ,romotion ideas5

• 9ew #rocess or doing something5

• Dene to# requirements orrestrictions


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Rules

• 9o idea is a ad idea

• Be creative

• +ake risks

• 9o criticism allowed


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6rainstor'in$ A)ti0ity

• Generate ideas

• 'se games and e6ercises to ;warmu#< your creative thinking

• 7hen ideas slow down( try another

e6ercise to generate resh ideas• Breaking into smaller grou#s may e

hel#ul

• 'se a com#uter to ca#ture everycomment:idea


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Su''arize

• .eview ideas

• Vote on to# candidates andconsolidate

• $heck requirements andrestrictions

• +rim list to to# =3>? ideas


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Ne7t Ste%s

• Descrie what ha##ens ne6t/• .esearch the ideas generated5

• "ollow u# with larger grou#5

• Generate action items or ollow3u#/• Start turning ideas into reality

Quality at Work

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