Health Care Operations and Supply Chain Management: Strategy, Operations, Planning, and Control

CHAPTER 10

QUALITY CONTROL AND IMPROVEMENT

LEARNING OBJECTIVES

• Understand what the design of quality control systems entails.
• Become familiar with process quality control.
• Understand the basics of variables control charting and be able to create a variables control chart.
• Understand what process capability is, how it relates to health care, and how to create and interpret capability ratios and indexes.
• Understand the basics of total quality management and continuous improvement.
• Understand what the International Organization for Standardization is and what its certification can do for an organization.
• Understand what the Malcolm Baldrige Award is and what it can do for an organization.

DESIGN OF QUALITY CONTROL SYSTEMS

The health care profession ...