MGEC81H3 Lecture Notes - Lecture 13: Quality Management, Continual Improvement Process, Operations Management
17 Oct 2020
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The results clearly reflect this culture as hospital typically scores in top 10% nationally in benchmark patient satisfaction surveys. National awards: user-based: better performance, more features, manufacturing-based: conformance to standards, making it right the first time, product-based: specific and measurable attributes of the product. The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs (american society for quality) Traditional definition of quality: quality means fitness for use . Based on viewpoint product/services must meet user requirements: quality of design designs that make product look/feel nice, durable, etc, quality of conformance how well product conforms to specs. Modern definition of quality: quality is inversely proportional to variability , based on viewpoint higher quality = lower product/process variability. National quality awards: national quality institute in canada issues various awards (www. nqi. ca, malcolm baldrige national quality award (usa, deming prize (japan) The flow of activities to achieve total quality management.
