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Quality and improvement - Coggle Diagram
Quality and improvement
What is quality?
Perception
Manufacturer
Supplier
Customer
Personal experience
Consumer
Define
For organisation
For customer
Internal processes
Internal customers
Measured
Using targets
E.g. waiting times
Patient experience unaffected
How well were you treated?
Were others treated fairly?
Important
Relates to sustainability
Value for money
Maintaining customer base
Relationships
No quality
No customers
Bad reputation
Cost to fix
Poor stock control
Improve processes
Reduce mistakes
Personal responsibility
Balance between
Benefits
Cost
Appraisal
Measurement cost of quality
Internal
Dealing with production
Prevention
Stopping errors
External
Dealing with customers
Techniques
Lean Six Sigma
Define
Measure
Analyse
Improve
Control
Reduce error probability
Less expensive
Quality
Assurance
Finished product
Meets customer expectations
Proactive
Prevention via
Processes
Systems
Control
Fulfil technical requirements
Monitor
Process
Outputs
Finished product
Reactive
Systems
Management
ISO9000
EFQM
Excellence model
Cause and effect