CHAPTER 9

MANAGING QUALITY IN A HEALTH CARE SETTING

LEARNING OBJECTIVES

  • Understand what service quality is and how it is manifested in the health care industry.
  • Know the concept of quality planning, control, and improvement.
  • Understand the link between quality and financial performance.
  • Understand the seven quality tools and how they are applied to health care.
  • Understand the concepts of six sigma and how they are applied to health care.
  • Understand how lean and six sigma are combined and how they impact health care.

WHAT IS SERVICE QUALITY?

In many cases, the definition of service quality encompasses the identification and satisfaction of customer needs and requirements. Some define service quality as the difference between expected service ...

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