Peter Drucker The first duty of business is

Peter Drucker : “The first duty of business is to survive, and the guiding principle of business economics is not the maximization of profit , it is the avoidance of loss” The purpose of a business is to create a customer. 25 February 2021 ﺩکﺘﺮ ﺭﺿﺎ ﺗﻮیﺴﺮکﺎﻥ ﻣﻨﺶ 3

ﺗﻌﺎﺭیﻒ کیﻔیﺖ transcendent approach -product-based approach -user-based approach -manufacturing-based approach

ﺍﻭﻣﺎکﺎﻧﻮ Quality in fact Quality in perception

Picker institute research v Respecting a patients values , preference and expressed needs v Access to care v Emotional support v Information communication and education v Co-ordination of care v Physical comfort v Involvement of family and friends v Continuity and transition

Can Quality of Care be Defined? "quality of care is the degree to which health services for individuals and populations increase the likelihood of desired health outcomes and are consistent with current professional knowledge" (IOM, 1990, p. 21). 25 February 2021 25

Definition of Quality Improvement Quality improvement is a team effort of identifying opportunities for improvements, measuring performance, and involving the frontline providers and staff members to find ways to improve performance. Quality improvement goes through repetitive cycles of measuring performance, testing change concepts and then re-evaluation of outcomes measures 25 February 2021 26

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ﻣﺮﺍﺗﺐ کیﻔیﺖ TOTAL QUALITY MANAGEMENT QUALITY ASSURANCE QUALITY CONTROL 25 February 2021 29

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Sig P Statistical Process Control (SPC) Just-In-Time (JIT) Inventory A DC TPM BE NC Flexible Manufacturing HM AR KI NG n o i at t i d e r c c A FMEA RCA Patient Safety 25 February 2021 IS O 90 00 /14 5 s Lean Manufacturing Internet Purchasing EFQM Deming Malcolm Balderige ﺩ l a c ni i l C ce n a n r ve o G Value Engineering 00 0/ IW Statistical Quality Control (SQC) Quality Function Deployment (QFD) Le an M an uf ac tu rin g Six ma (6 a u )Q lity 40 A 1

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The EFQM Model 25 February 2021 47

25 February 2021 Staff & Staff Management Clinical Audit Clinical Effectiveness Use of Information Risk Management Education & Training Patient & public involvement Clinical Governance 48