Methods for Service Quality Assurance

2011 ◽  
pp. 45-74
Author(s):  
Manfred Bruhn
Keyword(s):  
Quality Assurance ◽  
Quality Management ◽  
Process Analysis ◽  
Quality Standards ◽  
Specific Situation ◽  
Service Firms ◽  
Services Sector ◽  
Management Quality ◽  
Step Procedure ◽  
Quality Awards

This chapter describes how the four phases of quality management (quality planning, quality control, quality inspection and quality assurance) for service firms should be structured and what individual measures can be employed in the respective phases. Since the QM-system – particularly in the case of the services sector – has to be adapted to a firm’s specific characteristics, the selection of the methods and techniques suited to the specific situation is of particular importance. For this reason, the criteria for evaluating such methods are also outlined. In addition to the classical instruments used for quality management, recently quality awards, national customer satisfaction barometers and certificates have become well established, also sharing the objective of raising quality standards for services. Finally, an overview is given of the techniques and methods used for securing and promoting quality standards which are linked to the phases of the management process – analysis, planning, implementation and audit. This results in the construction of a systematic system for the quality management of services using a ten-step procedure.

Quality assurance and quality improvement in medical practice – Part 1. Definition and importance of quality in medical practice

2012 ◽  
Vol 153 (3) ◽  
pp. 83-92
Author(s):  
Sándor Gődény
Keyword(s):  
Quality Assurance ◽  
Health Status ◽  
Quality Management ◽  
Medical Practice ◽  
Quality Measurement ◽  
The European Union ◽  
Management Quality ◽  
Hungarian Population ◽  
Healthcare Finance

In Hungary healthcare finance has decreased in proportion with the GDP, while the health status of the population is still ranks among the worst in the European Union. Since healthcare finance is not expected to increase, the number of practicing doctors per capita is continuously decreasing. In the coming years it is an important question that in this situation what methods can be used to prevent further deterioration of the health status of the Hungarian population, and within this is the role of the quality approach, and different methods of quality management. In the present and the forthcoming two articles those standpoints will be summarized which support the need for the integration of quality assurance in the everyday medical practice. In the first part the importance of quality thinking, quality management, quality assurance, necessity of quality measurement and improvement, furthermore, advantages of the quality systems will be discussed. Orv. Hetil., 2012, 153, 83–92.

scholarly journals Implementasi Total Quality Management Bidang Akademik dan Sarana Prasarana di SMA Negeri 1 Sidoarjo

2019 ◽  
Vol 1 (2) ◽  
pp. 151
Author(s):  
Hanny Widyanti
Keyword(s):  
Quality Assurance ◽  
Quality Management ◽  
Total Quality Management ◽  
Monitoring And Evaluation ◽  
Quality Standards ◽  
Standard Setting ◽  
Total Quality ◽  
Socialization Process ◽  
Setting Process ◽  
Vice Principal

This study focused on issues such as: (1) the standard setting process of quality assurance academic field; (2) The standard-setting process of quality assurance field of infrastructure; (3) the socialization process of the implementation of academic quality assurance; (4) the socialization process quality assurance infrastructure; (5) monitoring and evaluation of the quality standards of academic fields in SMAN 1 Sidoarjo by the principal; (6) the process of monitoring and evaluation of quality standards in the field of infrastructure SMAN 1 Sidoarjo by principalsThis study is using a qualitative approach and descriptive and case study. Through data collection techniques based on participant observation, interviews, and documentation. The subjects in this study consists of the principal, vice principal infrastructure (team leader of school development), vice principal curriculum, teachers, staff, school committees and parents. The data were tested with the technique of credibility, dependability, and confirmability.Keywords:  Total Quality Management, academic, infrastructure.

Quality Assurance of the Collaborative Web Based System

2010 ◽  
pp. 204-217
Author(s):  
Bhuvan Unhelkar ◽  
Abbass Ghanbary ◽  
Houman Younessi
Keyword(s):  
Quality Assurance ◽  
Quality Management ◽  
Business Models ◽  
Solution Space ◽  
Smooth Transition ◽  
Web Based ◽  
Management Quality ◽  
Software Model ◽  
Strategic Approach ◽  
Business Process Modeling Notation

This chapter discusses the important issues related to quality management, quality assurance and testing of information systems that are used by collaborative business. The discussion thus far in this book has been in the area of collaborative business models, technologies for collaboration and their effect on business organization. Each of these areas of collaborative business can be, and should be, subjected to quality assurance and testing. This chapter discusses how these important aspects of quality can be applied to a collaborative business. The overall strategic approach to quality, which starts with quality management, is also explained. This chapter further discusses the testing strategy, testing processes and the test data required in the solution space of CWBS. The practical checklists approach to enhance the quality of software model created in Chapter 6 using the Business Process Modeling Notation (BPMN) goes a long way in ensuring a smooth transition of the business to a collaborative business.

Quality Control in a Medical Information System

1991 ◽  
Vol 11 (4_suppl) ◽  
pp. S57-S60
Author(s):  
Peter J. Haug ◽  
Philip R. Frederick ◽  
Irena Tocino
Keyword(s):  
Information System ◽  
Quality Assurance ◽  
Quality Management ◽  
Medical Information ◽  
Medical Decision ◽  
Medical Information System ◽  
Management Quality ◽  
Management Procedures ◽  
Decision Making Processes ◽  
Computerized Medical Information

Quality assurance techniques provide an opportunity to identify sources of error and to provide the feedback necessary to prevent their repetition. The authors outline an effort to define the steps required for effective quality management procedures in a computerized medical information system (MIS). The computerized management of medical information can be used not only to enhance current quality management activities but also to extend the realm of quality assurance to areas that have heretofore resisted management. Quality-management techniques have the potential for measuring and improving medical decision making processes central to patient care.

scholarly journals OVERVIEW ABOUT PROJECT QUALITY MANAGEMENT

2013 ◽  
Author(s):  
Catalin Drob
Keyword(s):  
Quality Control ◽  
Quality Assurance ◽  
Quality Management ◽  
International Standards ◽  
Quality Planning ◽  
Project Quality ◽  
Management Quality ◽  
Project Management Institute ◽  
Prince Method ◽  
Comparative Manner

The purpose of this study is to emphasize the main aspects regarding project quality management. This study tries to present in the comparative manner, different approaches of the main guidelines, international standards and methodologies regarding project quality management (the PMBOK ® Guide elaborated by the Project Management Institute, the PRINCE method elaborated by the British Office of Government Commerce etc.). The PMBOK® Guide describes three elements (processes) of quality management: quality planning (plan quality management), quality assurance (perform quality assurance) and quality control (control quality). The PMBOK approach regarding project quality management is that quality management must lead to achieving and validating project requirements. According the PRINCE method the quality is one of the six variables involved in any project. The PRINCE approach regarding project quality management considers that strategy in this field must lead to achieving just the level of quality needed to achieve in the project and not to ensuring the best quality.

scholarly journals Implementation of Total Quality Management (TQM) of Curriculum Field in Khadijah Senior High School Surabaya

2020 ◽  
Vol 2 (3) ◽  
Author(s):  
Aulia Febri Romadhoni ◽  
Karwanto Karwanto ◽  
Warih Handayaningrum
Keyword(s):  
High School ◽  
Quality Assurance ◽  
Quality Management ◽  
Total Quality Management ◽  
Implementation Process ◽  
Quality Standards ◽  
Senior High School ◽  
Total Quality ◽  
Quality Guidelines

This study was conducted to find out the description of the implementation of total quality management (TQM) of curriculum field in Khadijah Senior High School by paying attention to: (a) the process of disseminating the integrated quality standards in the curriculum, (b) the process of establishing an integrated quality assurance standard in the curriculum, (c) the implementation process and fulfillment of integrated quality standards in the curriculum, and (d) the process of monitoring and evaluating the assurance of integrated quality standards in the curriculum. The method used is qualitative research because it aims to obtain in-depth data and information, so that the goal to know the implementation process of integrated quality assurance in the curriculum can be achieved. This research used case study type. A research that uses this type of case study will uncover the phenomenon that exists by collecting and using as many data as possible about the thing under study. Researchers used this type of case study because they want to investigate and uncover cases effectively; then, they present them systematically. The subjects in this study were the Principal as a stakeholder who set the quality guidelines in Khadijah Senior High School Surabaya, the Deputy Principals in particular in the field of curriculum who participated in the process of setting the quality guidelines for Khadijah Senior High School, the school committee, the Quality Assurance Unit, the teachers as the executor and the student's parents as a service customer. This research was conducted in the odd semester of the 2019-2020. Data collection techniques used observation, interviews, and documentation. The data analysis technique used in this study was an interactive analysis model consisting of three components, namely data condensation, data triangulation, data presentation and conclusion making. The conclusion of this study states that each stage of total quality management (TQM) implemented in the curriculum field runs well because of the smooth coordination between the curriculum team, UPM and teachers as the spearhead of learning implementation.

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