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Test 5: Quality Management
Quality Management
44
Health Care
Graduate
06/28/2017

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Cards

Term
Project quality management
Definition
ensures that the project will satisfy the needs for which it was undertaken
Term
Planning quality management:
Definition
Identifying which quality standards are relevant to the project and how to satisfy them; a metric is a standard of measurement
Term
Performing quality assurance:
Definition
Periodically evaluating overall project performance to ensure the project will satisfy the relevant quality standards
Term
Performing quality control:
Definition
Monitoring specific project results to ensure that they comply with the relevant quality standards
Term
Definition of Quality
Definition
Quality= Results of Work EffortConsistency-reduction of variation
- Consistency-reduction of variation
Term
Quality Assurance
Definition
“The planned and systematic activities implemented in a quality system so that quality requirements for a product or service will be fulfilled.”
Term
Quality Control
Definition
“The observation techniques and activities used to fulfill requirements for quality.”
Term
Quality Improvement
Definition
“Continuous improvement is an ongoing effort to improve products, services or processes. These efforts can seek “incremental” improvement over time or “breakthrough” improvement all at once.”
Term
The Cost of Quality
Definition
The cost of quality is the cost of conformance plus the cost of nonconformance
Term
Conformance
Definition
means delivering products that meet requirements and fitness for use
Term
Cost of nonconformance
Definition
means taking responsibility for failures or not meeting quality expectations
Term
Prevention cost:
Definition
Cost of planning and executing a project so it is error-free or within an acceptable error range
Term
Appraisal cost:
Definition
Cost of evaluating processes and their outputs to ensure quality
Term
Internal failure cost:
Definition
Cost incurred to correct an identified defect before the customer receives the product
Term
External failure cost:
Definition
Cost that relates to all errors not detected and corrected before delivery to the customer
Term
Measurement and test equipment costs:
Definition
Capital cost of equipment used to perform prevention and appraisal activities
Term
HEDIS Measures
Definition
- NCQA
- 400+ Health Plans Use HEDIS Measures (90%)
- 76 Measures (2014)
- 5 Domains
+ Effectiveness of Care
+ Access/Availability of Care
+ Experience of Care
+ Use of Services
+ Cost of Care
Term
Physician Quality Reporting System (PQRS)
Definition
287 Quality Measures (25 “group measures”)
- Mechanism for medical group reporting
- Payment adjustment in 2016 based on 2014 submission (2% reduction)
Term
Defects
Definition
are any mistakes or errors that are passed on to the customer. (Medication errors, medical errors, chart errors, death, complications, never events, rehospitalizations, etc)
Defects per million opportunities(DPMO)=
Number of defects discovered / 1,000,000
Term
Six 9s of Quality
Definition
- Six 9s of quality is a measure of quality control equal to 1 fault in 1 million opportunities
- In the telecommunications industry, it means 99.9999 percent service availability or 30 seconds of down time a year
- This level of quality has also been stated as the target goal for the number of errors in a communications circuit, system failures, or errors in lines of code
Term
Define
Definition
Problem Statement
Who is the customer
Clarify facts
What do you want to accomplish
Project Charter
Term
Measure
Definition
Data collection
Define inputs and outputs
How are you going to measure process
Term
Analyze
Definition
Gaps between current performance and “goal” performance
Describe data (statistically)
Identify sources of variation
Statistical analysis
Control charts? Pareto charts?
Term
Improve
Definition
Solutions to “fix” the problem
KISS
Occam’s razor
Create implementation plan
Implement solutions
Term
Control
Definition
Monitor the improvements
Measure variation (control charts)
Update policy, procedures, process documentation
Term
Rapid Cycle Improvement
Definition
- Remember it is cyclical and you keep doing it till you get it right
Plan
Do
Study
Act
Term
PDSA: The 3 Questions
Definition
- What are we trying to accomplish?
- What changes can we make that will result in an improvement?
- How will we know that a change is an improvement?
Term
Plan
Definition
-Understand and clarify the process
-Data
-Flowcharting
-Brainstorming
Term
Do
Definition
- Collect data
- Analyze and prioritize
- Determine most likely solutions
- Test whether our action really works before we make it a routine part of our daily operations
Term
Study
Definition
- At the end of the pilot period, determine whether the action has had the desired effect.
- Is the modified process stable?
- Did the process improve?
Term
Act
Definition
- If the action works:
- Make it part of routine operations
- Continue to gather data to make sure you are holding the gains
If the action does not work:
- Return to the Plan stage
- Use the test to plan a better action
Term
The “Seven QC Tools”
Definition
Flowcharts
Run Charts and Control Charts
Check sheets
Histograms
Pareto Diagrams
Cause-and-Effect Diagrams
Scatter Diagrams
Term
When to Use a Histogram
Definition
- When the data are numerical.
- When you want to see the shape of the data’s distribution, - especially when determining whether the output of a process is distributed approximately normally.
- When you wish to communicate the distribution of data quickly and easily to others
(Bar charts use categorical data and histograms use discrete data)
Term
Pareto Chart
Definition
A Pareto chart is a bar graph. The lengths of the bars represent frequency or cost (time or money), and are arranged with longest bars on the left and the shortest to the right.
Term
Variables control charts
Definition
- Variable data are measured on a continuous scale. For example: time, weight, distance or temperature can be measured in fractions or decimals.
- Applied to data with continuous distribution
Term
Attributes control charts
Definition
- Attribute data are counted and cannot have fractions or decimals. Attribute data arise when you are determining only the presence or absence of something: success or failure, accept or reject, correct or not correct. For example, a report can have four errors or five errors, but it cannot have four and a half errors.
- Applied to data following discrete distribution
Term
Patterns in control Chart
Definition
Trends in either direction, 6 points. Investigate for cause of progressive change
Term
When to use a control chart?
Definition
- Controlling ongoing processes by finding and correcting problems as they occur.
- Determining whether a process is stable (in statistical control).
- Analyzing patterns of process variation from special causes (non-routine events) or common causes (built into the process).
- Determining whether the quality improvement project should aim to prevent specific problems or to make fundamental changes to the process.
Term
Fishbone Diagram (Cause-effect, Ishikawa)
Definition
The fishbone diagram identifies many possible causes for an effect or problem. It can be used to structure a brainstorming session. It immediately sorts ideas into useful categories.
- People
- Software
+ Hardware
- Interfaces
- Management
- Vendor
Term
Cause and Effect Diagram Causes
Definition
The four M’s
- Methods, Materials, Machines, Manpower
The four P’s
- Place, Procedures, Policies, People
The four S’s
- Surroundings, Suppliers, Systems, Skills
Term
Fishbone Categories
Definition
- People: Anyone involved with the process
- Methods: How the process is performed and the specific requirements for doing it, such as policies, procedures, rules, regulations and laws
- Machines: Any equipment, computers, tools etc. required to accomplish the job
- Materials: Raw materials, parts, pens, paper, etc. used to produce the final product
- Measurements: Data generated from the process that are used to evaluate its quality
- Environment: The conditions, such as location, time, temperature, and culture in which the process operates
Term
Benchmarking
Definition
generates ideas for quality improvements by comparing specific project practices or product characteristics to those of other projects or products within or outside the performing organization
Term
A quality audit
Definition
is a structured review of specific quality management activities that help identify lessons learned that could improve performance on current or future projects
Term
The main outputs of quality control are:
Definition
Acceptance decisions
Rework
Process adjustments
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