QUALITY OF CARE & SERVICE. A MANAGEMENT PERSPECTIVE. QUALITY OF CARE & SERVICE. A MANAGEMENT PERSPECTIVE PROGRAMME JUSTIFICATION FOR QUALITY Demographic approach & unmet needs Is quality the missing link? Target free approach Reward system and donors Wasted resources & opportunity costs
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A MANAGEMENT PERSPECTIVE
A MANAGEMENT PERSPECTIVE
Impact on Fertility in the Context of Supply and Demand
Source: Bertrand, et.al, 1992
Source: Bertrand, et.a., The Evaluation Project 1992)
The definition advanced by the ISO draws attention to three key embedded concepts: “Quality is the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs”. This definition of quality encapsulates its complexity and multidimensionality.
Quality is conformance to specifications that relate to customer satisfaction.
This can happen only if organizational processes are predetermined and quality standards preset for the organization, which providers can strive to reach in service production and delivery
(Haywood - Farmer)
Quality of service is when client’s perception of service received conforms to client’s expectation of service
Source: Katz et,al.1993
Adapted from Berry et al., 1990
“That depends a good deal on where you want to get to,” said the Cat.
“I don’t much care where,” said Alice.
“Then it doesn’t matter which way you go,” said the Cat.
“So long as I get somewhere,” Alice added as an explanation.
“Oh, you’re sure to do that,” said the Cat,
“If you only walk long enough”.
Lewis Carroll, Alice in Wonderland
1. P.Raghavan-Gilbert, 1997 Service Quality Management in Family Planning: The Program Quality Assessment model, a multipurpose management tool, Doctoral Thesis, University of Exeter
2. Berry, L.L, Parasuraman, A, Zeithaml, V.A.1990 Quality Counts in Services too. In: Clark G (ed), Managing Service Quality. An IFS Executive Briefing, IFS Publications, UK
3. Bruce, J. 1989 Fundamental elements of quality of care: A Simple Framework, The Population Council, Working Papers (1).
4. Network FHI, Vol. 14 No. 1 1993 Quality of Care - Ways to Improve Care Focusing on Clients.