Hi, Would anyone be able to help in answering Chapter 2 problem 18 from the book

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Hi,

Would anyone be able to help in answering Chapter 2 problem 18 from the book Quality 5th Edition by Donna C.S Summers? I’ve checked the solution manual and noticed that this question hasn't been answered yet.

Here is the question:

Hospitals are very concerned about the spread of germs in a hospital environment. For patient and guest safety. Infection rates in any hospitals are carefully monitored. Continuous are made to reduce the chance of spreading infections among or between patients or guests. Unfortunately, studies reveal that every year in U.S. hospitals, nearly 2 million people are infected with a death rate approaching 80.000. Transmission of these infectious pathogens occurs most often through the contaminated hands of health-care workers. This means that good hand hygiene is the most important infection control measure available.

JQOS is a 100-bed hospital that offers a full range of services including emergency services, maternity, child care, orthopedic, cardiac, and general welfare. Management at JQOS has long believed that prevention is the best approach to any issue. They have decided to tackle the hand-washing issue head-on. Their goal is to improve hand-washing compliance among health-care workers (doctors, nurses, care-givers, orderlies, etc.) throughout hospital.

a. Use Dr. Feigenbaum’s definition of quality and refer to the information provided. Describe the definition of quality for each of the major participants (doctors, patient, nurses, etc.)

b. Describe how you would recognize Dr. Shewhart’s common cause variation in the process of maintaining a high level of doctor or nurse hand washing before touching a patient.

c. Describe how you would recognize Dr. Shewhart’s assignable cause variation in the process of maintaining a high level of doctor or nurse hand washing before touching a patient.

Here are resources from the book that might be useful:

Really looking forward to hearing your reply,

Thank you so much for your time

Quality Advocates have been made is important to ensure that the efforts have have made measuring and managing quality costs even not been wasted. Improvements continue as the groups study and resolve other problems. more crucial to organizational success. As rising costs con- flict with a market demand for lower prices, organizations years of age, in an interview with Quality Progress must manage their quality costs, the costs of not doing magazine May 2004, a spry and active Dr. Juran had this things right the first time. Topics in this text support reduc- advice for people: "become bilingual; learn to communicate ing quality costs through process improvement and the managers by converting quality data into the lan- elimination of waste guage of business and finance." He is referring to the need to Dr. Feigenbaum continues his forward-thinking ap- in financial terms so that they can enhance proach to managing businesses. The quotes above, like his the organization's overall business plan. definition of quality, are as sound today as they were the day he first wrote them. Company leadership is responsible for the right product or service the first time, every time. which drains profitability, by determining t Dr. Armand Feigenbaum an Armand Feigenbaum (1922-) is considered to be the origi. Dr. Feigenbaum encourages companies to eliminate waste, nator of the modern total quality movement. Dr. Feigen- baum defined quality experience with the product or service. He wrote his the costs associ- customer's actual ated with failing to provide a quality product. Quality efforts land should emphasize increasing the number of experiences that l for a customer versus handling things when they go based on a mark text, Total Quality Control, while he was still in gradu- ate school at the Massachusetts Institute of Technology Since its publication in 1951, it has been updated regularly and remains a significant influence on today's industrial practices. In his text, he predicted that quality would be- come a significant customer-satisfaction issue, even to the go wrong. Statistical methods and p should be utilized to effectively support business strategies aimed at achieving customer satisfaction. These ideas sup- roblem port and encourage the use of a systematic approach to im- t, whether it be total quality management, Six ition, his text serves as a how- point of surpassing price in importance in the decision- Sigma, or lean. In its newest ed making process. As he predicted, consumers have come to to guide for establishing a quality system. or service they are purchasing. expect quality to be an essential dimension of the product To Dr. Feigenbaum, quality is more than a technical ganization more effective. He has consistently encouraged Philip Crosby subject; it is an approach to doing business that makes an or Philip Crosby's (1926-2001) message to management em treating quality as a fundamental element of a business strat- phasizes four absolutes (Figure 12). The four absolutes of egy In his article "Changing Concepts and Management of quality management set expectations for a continuous im- Quality Worldwide, from the December 1997 issue of provement process to meet. The first absolute defines qual- Quality Progress, he asserts that quality is not a factor to be y as conformance to requirements. Crosby emphasizes the managed but a method of "managing, operating, and inte- ing those requirements as clearly as possible, and then pro- importance of determining customer requirem and finance areas throughout a company's quality value chain ducing products or providing services that conform to the with the subsequent favorable impact on manufacturing and requirements as established by the customer. Crosby felt it service effectiveness." In May 1998, in an interview with necessary to define quality in order to manage quality. Cus Quality Digest, Dr. Feigenbaum stated that "The demand for tomer requirements must define the products or services itn terms of measurable characteristics complete customer satisfaction indicates a profound social shift for both global consumers and business buyers." As he Prevention of defects, the second absolute, is the key to predicted, demanding customers with their shifting value hesystem that needs to be in place to ensure that the products services provided by a company meet the requirements of expectations have placed economic pressure on businesses. These businesses must try a more systematic process of man- he customer. Prevention of quality problems in the first aging. Their approach to business must recognize that Place is much more cost effective in the long run. Determin ustained growth demands improvements in customer satis n cur the root causes of defects and preventing their re faction, cost, and human resource effectiveness. Successful ece are integral to the system. organizations foster a deep commitment to fundamental business improvement. In the February 2007 issue of Quality Progress, Dr. Feigenbaum reiterated that managementis responsible for recognizing the evolution of the customer's definition of quality for their products and services. Quality systems are a method of managing an organization to achieve higher customer satisfaction, lower overall costs, higher prof its, and greater employee effectiveness and satisfaction. In July 2008, in an article in Quality Progress, Dr. Feigenbaum tackles globalization. He points out that globalization and outsourcing Quality Definition: Conformance to Requirements Quality System: Prevention of Defects Quality Performance Standard: Zero Defects Quality Measurement: Costs of Qual FIGURE 12 Crosby's Absolutes of Quality Management 35

Explanation / Answer

Using Dr. Feigenbaum’s definition of quality, refer to the information provided and describe each of the major participant’s (doctor, patient ,nurse, etc.) definition of quality. The concept of quality can be defined by CEO as the comprehensives patient experience including the building, promptness, timeliness, billing and treatment. When it comes to patients, there will be having almost similar concept of quality as that of CEO. But Doctors are more likely to concentrate on the services such as treatment and the results of the treatments. The confidentiality and good treatment or surgery and different dimensions of the healthcare process will also be included. Describe how you would recognize Dr. Shewhart’s common cause variation in the process of preparing a patient’s file for surgery. The different issues which can impact the quality care are required to be noticed and in the case presented , the issues related to the patient file are given as the tital time taken by it to process the file, being setup and forwarded to the doctors/anesthesiologists for the preparation of surgeries. There are number of common errors which are found in the paper work are incompleteness or missing information. Describe how you would recognize Dr. Shewhart’s assignable cause variation in the process of preparing a patient’s file for surgery. The different things which are resulting in some kind of errors are required to be found and by eliminating these things, the entire process can be improved efficiently and effectively. As it is explained in the text, with the help of electronic records, it is possible to overcome the issues being faced with the scheduling of surgeries

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