Quality management and audit of quality systems in the health care industry : a case study of MPT hospital | |
| Author | Roongrat Seeluangsawat |
| Call Number | AIT Thesis no.ISE-99-31 |
| Subject(s) | Total quality management Hospitals--Quality control |
| Note | A thesis submitted in partial fulfillment of the requirements for the degree of Master of Engineering, School of Advanced Technologies |
| Publisher | Asian Institute of Technology |
| Series Statement | Thesis ; no. ISE-99-31 |
| Abstract | In today's highly competitive market, one of strategic factors for survival and success for the private hospital is to developing ISO 9002 document system in OPD & IPD and evaluation the service quality of hospital by using TQM for satisfy customers. This study is based on a case study on implementing TQM to meet customer satisfaction in the scope of this study focus on OPD & IPD depa1tment and other related department: Reception department, X-RAY department. These depa1tments will use flowchart for preparing standard operating procedures and work instructions. Because the flowchart will help to understand clear framework in this study. First, we learn how to prepare document be interviewing two hospital which gotten ISO 9002 ce1tificate that is benchmarks analysis. This benchmarking does not tell who is the best-in-class in this business because each hospital has different group of customers. These benchmarks can provide how to go to the international standard quality system that is very useful for other hospitals for future improvement. Then IS09002 document system is developed for providing positive benefits almost at once. We noticed a major reduction in errors. After developed ISO 9002 , we apply TQM tool for help to analyze and develop service system to meet the organization 's objective by which is study the level of expected curement and service of patient by interviewing out-patient and in-patient then translate the raw data to SPSS 9.01 for data processing.The analysis includes, 1) The descriptive analysis 2) The comparison of group responsible payment through the analysis of variance(ANOV A) 3) The cross-tabular table which is useful tool to find relationship between two variable 4) QFD, Pareto, Cause and effect diagram, and Control chart, which can also use to find out the important factor, the current situation weakness. Though this analysis make suggestion for improvement of quality system and provide information for the compare to make further improvement towards excellence. |
| Year | 1999 |
| Corresponding Series Added Entry | Asian Institute of Technology. Thesis ; no. ISE-99-31 |
| Type | Thesis |
| School | School of Advanced Technologies (SAT) |
| Department | Department of Industrial Systems Engineering (DISE) |
| Academic Program/FoS | Industrial Systems Engineering (ISE) |
| Chairperson(s) | Hasin, M. A A; |
| Examination Committee(s) | Bohez, Erik L.J.;Shanker, Kripa; |
| Scholarship Donor(s) | Kasetsart University; |
| Degree | Thesis (M.Eng.) - Asian Institute of Technology |