Total Quality Management & Hospital management 全面质量管理与医院管理. 夏萍 Nancy Xia Guangdong Province Hospital of TCM. 案例 1. 某医院妇产科值班助产士带领护校的实习生值小夜班。 22 时 30 分，两人一起处理完两个产妇后，助产士去取夜餐。回来后，实习护士准备给婴儿配奶，并问助产士怎样配方，奶粉和水的比例怎样掌握？答：“一般配就行了”。给婴儿喂奶完后，即给上午出生的 3 名婴儿配葡萄糖水。
Total Quality Management & Hospital management
Guangdong Province Hospital of TCM
Total Quality Management is a management approach that originated in the 1950's and has steadily become more popular since the early 1980's.
The key principles of TQM are as following :
Measurement and recognition
Statistical process control is the application of statistical methods to identify and control the special cause of variation in a process.9
A procedure and tools that help to identify every possible failure mode of a process or product, to determine its effect on other sub-items and on the required function of the product or process. The FMEA is also used to rank & prioritize the possible causes of failures as well as develop and implement preventative actions, with responsible persons assigned to carry out these actions.Failure modes and effects analysis (FMEA) is a disciplined approach used to identify possible failures of a product or service and then determine the frequency and impact of the failure.9
Preventing mistakes (defects) from occurring (Mistake - proofing or Poka-Yoke).
Where mistakes can't be absolutely prevented, detecting them early to prevent them being passed down the value added chain (Inspection at source or by the next operation).
Where mistakes recur, stopping production until the process can be corrected, to prevent the production of more defects. (Stop in time).
. A preliminary step in TQM implementation is to assess the organization's current reality. Relevant preconditions have to do with the organization's history, its current needs, precipitating events leading to TQM, and the existing employee quality of working life. If the current reality does not include important preconditions, TQM implementation should be delayed until the organization is in a state in which TQM is likely to succeed
An organization should be basically healthy before beginning TQM. If it has significant problems such as a very unstable funding base, weak administrative systems, lack of managerial skill, or poor employee morale, TQM would not be appropriate.
Maslow's Hierarchy of Needs