MH0059-Quality Management in Healthcare Services

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Master of Business Administration - MBA Semester 4
MH0059-Quality Management in Healthcare Services-4 Credits
(Book ID: B1323)
Assignment (60 Marks)
Note: Answers for 10 marks questions should be approximately of 400 words. Each question is
followed by evaluation scheme. Each Question carries 10 marks 6 X 10=60.
Q1. Explain the principles of quality in healthcare.
Answer. Principles for Health Care
If we're going to fix our economy, we must fix America's broken healthcare system - we cannot afford
to wait. Crushing healthcare costs have made it impossible to strengthen our economy, with families
and businesses all struggling to make ends meet. Reforming healthcare means: keeping the
healthcare you have, if you like it, seeing the doctor of your choice, increasing the quality of care
while decreasing costs and eliminating waste, helping small businesses stay competitive, and
reforming the insurance
Q2. Differentiate between Six sigma and Total quality management.
Answer. Six Sigma and Total Quality Management in Healthcare
Quality improvement in health care has developed gradually as emerging ideas have been explored
and implemented within various clinical and non-clinical settings. One of the more recent methods of
quality improvement which has been introduced into healthcare organizations is Six Sigma. Six Sigma
is “a rigorous set of processes and techniques to measure, improve, and control the quality of care
and service based on what is important to the customer (Woodard, 2005, p. 229).”
Q3. Explain the implementation of QMS in healthcare organisation.
Answer. Steps to Creating a Total Quality Management System
1. Clarify Vision, Mission and Values
Employees need to know how what they do is tied to organizational strategy and objectives which
makes it important that all employees understand where the organization is headed (its vision), what
it hopes to accomplish (mission) and the operational principles (values) that will steer its priorities
and decision making.
Q4. Define accreditation and certification. List the benefits of accreditation and certification of
Answer. Certification and Accreditation (C&A or Can) is a process for implementing information
security. It is a systematic procedure for evaluating, describing, testing and authorizing systems prior
to or after a system is in operation. The C&A process is used extensively in the U.S. Federal
Government. Some C&A processes include FISMA, NIACAP, DIACAP and DCID 6/3.
Q5. Define total quality management. Discuss the importance of TQM in healthcare.
Answer. Total quality management (TQM) was developed by William Deming, a management
consultant whose work had great impact on Japanese manufacturing. While TQM shares much in
common with with the Six Sigma improvement process, it is not the same as Six Sigma. While it
focuses on ensuring that internal guidelines and process standards reduce errors, Six Sigma looks to
reduce defects.
Q6. Discuss the methods of performance evaluation in healthcare services.
Answer. Evaluation can only take place in fertile ground. This means that key actors should have an
appreciation of the analysis enterprise and a desire to use analysis as a tool for decision-making. In
addition, there needs to be active discussion between the evaluator and decision-makers about what
new knowledge is to be developed and what research questions and operational definitions of key
concepts will be used in the evaluation. (An operational definition is one which identifies objective
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