MH0059-Quality Management in Healthcare Services

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Master of Business Administration - MBA Semester 4
MH0059-Quality Management in Healthcare Services
(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. Discuss the dimensions of quality management in healthcare.
Answer. Four Dimensions of Quality in Healthcare:
Accreditation and Certification of Hospitals and Community-Based Services
Clinical Quality Performance Measurement and Improvement
Patient Safety Assurance and Harm Prevention
Patient Experiences and Perceptions of Care
In addition, there is a fifth dimension: Time, which means changes in the first four dimensions
over time. The continuum of performance measurement over time within each dimension, from
historical benchmarks toward achievable goals, through continuous improvement, is really where
Q2. Explain the tools used for quality improvement in healthcare services.
Answer. The preparatory phases of Quality Improvement involve several steps using a number of
different tools.
Eight quality tools are available to help organizations to better understand and improve their
processes. The essential tools for the discovery process are:
Check Sheet
Cause-and-Effect Sheet
Flow Chart
Pareto Chart
Q3. Describe the various phases in implementation of Six Sigma.
Answer. Selecting the Right Projects
Before beginning any process improvement project, it’s vital that you choose projects that are
good candidates for improvement. A good project for improvement:
 Has an obvious problem within the process
 Has the potential to result in increased revenue, reduced cost or improved efficiency
 Has collectable data.
Q4. Explain the steps followed in implementation of QMS in healthcare organization.
Answer. 1. Mission. Clarify Vision 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. Having a process to educate employees during new employee
orientation and a communication process to help ensure that the mission, vision and values is
always in front of the people is a major first step.
Q5. Define total quality management. Discuss the importance of TQM in healthcare.
Answer. Total Quality Management: Total quality management (TQM) consists of organizationwide efforts to install and make permanent a climate in which an organization continuously
improves its ability to deliver high-quality products and services to customers. While there is no
widely agreed-upon approach, TQM efforts typically draw heavily on the previously developed
tools and techniques of quality control. TQM enjoyed widespread attention during the late 1980s
and early 1990s before being overshadowed by ISO 9000, Lean manufacturing, and Six Sigma.
Q6. Explain team processes in healthcare.
Answer. Health care or healthcare is the maintenance or improvement of health via the
diagnosis, treatment, and prevention of disease, illness, injury, and other physical and mental
impairments in human beings. Health care is delivered by health professionals (providers or
practitioners) in allied health professions, chiropractic, physicians, dentistry, midwifery, nursing,
medicine, optometry, pharmacy, psychology, and other health professions. It includes the work
done in providing primary care, secondary care, and tertiary care, as well as in public health.
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